Palacio Escondido para 8 en Castillo 5

Staff is not cooperative very bad behavior

Misleading Listing with Safety & Privacy Concerns Our stay at this property was deeply disappointing due to several critical issues. The photos in the listing are misleading and do not accurately reflect the actual conditions. The space is poorly designed, with significant safety hazards. Particularly for children, elderly guests, or even adults. The steep, unstable stairs are dangerously flimsy, and we frequently bump our heads while navigating the way to the bunk bed area. While we appreciate the attempt to maximize space, the execution is unsafe and impractical. Privacy is virtually nonexistent, as none of the so-called "rooms" have doors. Even the bathrooms lack proper functionality. One has a non-functional door, leaving the shower exposed, while the other has a sliding door with no lock. Our biggest concern was security. The entrance does not match the listing’s images, and there is only a single number code lock separating the inside from the outside. When we raised these safety issues with the owner, the responses were dismissive and unhelpful. We wanted to leave immediately but were unable to find alternative lodging last-minute, and the owner refused a refund. To make matters worse, we returned one night to find a maintenance worker inside without clear prior notice. While he was nice and only came to fix a plumbing issue (which we had reported), the owner failed to confirm a specific arrival time with us. Big difference between informing and asking for permission. Discovering a stranger in the unit was unsettling, especially given the safety concerns. Communication with the owner was often delayed, adding to the frustration. Later, we noticed similar complaints in other reviews, confirming these were not isolated issues. we can not in good conscience provide one. We hope the owner takes this feedback seriously and makes necessary improvements for future guests.

The front door on street was broken and could not be secured. So there was orly a glass door between us and a city street and this made us nervous. The steps connecting the levels are really steep and not for the elderly or anyone with disability. The entrance to the two bathrooms is up a couple of high steps but with an extremely low girder that you have to stoop to go under and it’s very easy to concuss yourself.

The room smelled very damp. The downstairs room, which is a basement, couldn't be used because of the damp smell. Two of the grab bars for going down the stairs were loose. One of my daughters fell. The first bathroom smelled bad, maybe a pipe, and when we turned on the shower, all the water went out. We had to use just one bathroom. We all came out with a cold, and the worst thing was that they didn't let us check in early. We explained that our flight arrived from Miami at 7:45 am and that we only wanted to leave our luggage, but they didn't allow it, and we had two little girls with us. Anyway, I don't recommend it.

Everything