Hotel Palacio de Santa Paula, Autograph Collection

Well taken care of without a lot of amenities for tourists. No concierge to help with tours, etc. Desk staff helpful but are busy with checkin. A 5 star place would have this help. No one around for afternoon refreshments. Room was very nice, with quirky AC. Sometimes blowing, sometimes not no matter how the controls adjusted. Some noise as rooms face the street. Breakfast not included without extra fee. Great downtown location with easy taxi to Alhambra. Just OK value.

This hotel doesn’t quite live up to its 5-star rating for me. There are no bellboys here, and the room is okay because it’s a historic building. However, during my stay, they only had a heater on, and it was hot. There was no fan in the room. They finally gave me an old fan in the last two nights, which helped, but they could have done better, especially since they claim to be a 5-star hotel. The location is good, though!

Everything

This is my third evening staying at Hotel Palacio and I am fuming . I have had exhilarating experiences at H10 Seville and Only You FOUR STAR hotels and I can assure you this hotel has not been a 5 star experience. They are aiming for five star status , but their behavior, especially Natasha , does not warrant any stars. We are paying $720.00 a night and this morning when my son asked Natasha for green tea replenishment, she told him it is only offered at the restaurant and that the hotel was kind enough to send it up to our room. The rooms only provide black tea . This stingy five star hotel does not replenish anything unless requested on a daily basis and then they will come running up as if doing you some great five star service . We even had to ask for our empty lotion bottle to be filled on first day. At these rates, simple replenishment of tea ( most hotels provide green ) , soap and lotion are expected without having to call reception everyday. Furthermore , I finally had a hot shower tonight after bearing two days of lukewarm water. The staff claim that if too many people in hotel are showering at once, the water will be lukewarm at best, which is unacceptable for a five star property that has the nerve to give such a dismissive explanation. My son has caught a cold as a result of this and will be hacking his way through Barcelona and Madrid during the rest of our trip . Even this I can forgive them for as this hotel has been renovated from an old monastery . I am sure they want every guest to have a hot shower and some things are beyond their control, but being gracious is part of a five star service for any hospitality company. Still, I have never had to worry about a hot shower in a hotel and they don’t even apologize . Natasha gave me a blank stare as if I was demanding the moon between my green tea bag and a hot shower . I think this is a poor reflection on the hotel manager because behavior is not an important trait in this hotel and skimping on basic hotel amenities is . On New Year’s Eve , a young dark haired lady at reception didn’t even say hello as we walked in . She simply looked away . Every receptionist should warmly greet their hotel guest especially if just standing there . Where on earth are these people trained? Marriot in America would fire them on spot . The hotel ambiance with its old world charm and paintings throughout the property are lovely. My room overlooked the courtyard where there is an enormous Christmas tree. The location is unique with a variety of restaurants and shops nearby . Albacin and Alhambra Palace are within walking distance . I would love to visit Granada again, but as for staying at this Marriot , I doubt I would want Natasha to give my son a lecture on green tea being made available to guests only at restaurant or worry about hot water to shower at night, cold behavior of reception staff and always having to request for basic hotel amenities for $720 a night !!! I would like to add that Bernardo has been exceptional throughout our stay . He arranged a delightful tour guide for us . He even offered to bring me all the green tea I wanted upon hearing how upset I was. The hotel is also very fortunate to have Juan Ma who is attentive to each guest with a beautiful and warm smile . I stumbled upon this hotel through American Express platinum membership and I don’t think they should be recommended. Although I stay with Marriot frequently in New York , I am only a basic bonvoy member or something small at best because I generally choose boutique hotels where behavior is the core of their business. Although four star hotels , H10 and Only You were true five star experiences . This Marriot has disappointed me .

Spacious rooms, excellent service and a unique atmosphere inside a restored monastery. Perfect starting point to explore Granada's historic center

As a platinum member I was hoping for an upgrade but none was provided so the only downside. Other than that a decent hotel with good service and a nice breakfast. I would stay again without hesitation.