To be improved
We booked a specific room that we liked. It was supposed to be a large room facing the road with a nice view. However, when we arrived at the hotel, the staff were grumpy and just handed us the keys without much of a welcome.
When we got to the room, we immediately realized it wasn’t the one we had booked. The balcony faced a wall instead of the road, the room was smaller, and worst of all, it had a connecting door to another room (which was locked). There were men staying in the adjoining room, and they were loud, which made us feel uncomfortable and unsafe.
We went back to reception to complain, and the staff told us the hotel was fully booked and that there was nothing they could do. One of them even said that the rooms get automatically assigned “like it’s a bet,” which made no sense and felt like a complete excuse. When we pushed back and said this wasn’t the room we paid for, the staff told us we were free to leave and find another hotel, but we would still have to pay for that night—even though we didn’t stay in the room.
After continuing to insist that this was unacceptable, the staff member spoke to his manager in Spanish, and the manager finally agreed to give us the correct room. We were told to go back, collect our luggage from the first room, return to reception to get the new keys, and then head back up again. It was a stressful and frustrating process that could have been avoided.
We also paid for on-site parking. As reception was busy, we offered to return shortly to pay for it, but the staff rudely said, “No—now!” When we asked why they were being so rude, the response was simply, “You need to pay now.” We explained that their tone was completely inappropriate, but both men at reception were extremely rude and unprofessional. Honestly, they should not be working in hospitality at all.
To top it all off, the breakfast was disappointing. The plates and cutlery were dirty, which was unhygienic and unacceptable.
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