I booked one night in this hotel on May 14th 2013, and I was allocated in room P5. All went smoothly till the following morning. I got up and went to the bathroom to take a shower. I realized immediately that there wasn´t hot water. I let the water run for 5 minutes and nothing. I tried the sink and another place that we usually find in spanish hotels, so I was sure that there was a technical problem. I called to the reception to repport the issue, and the recepcionist said that considering that it was the furthest room of the aisle, probably the water pipes could not conduct the hot water till there. It sounded very weird as an answer, but he said he would find it out and would call back. 2 minutes later, he called back and acknowledged that there was a hot water cut in the hotel, he said he checked and the water was rather warm than hot. He suggested me to come down to another room where probably I could have still some water, adding that downstairs room could have probably hot water. I replied that he seemed not to be sure that I could have hot water in those rooms, if minutes before he had confirmed that the hot water cut was in all the hotel.I said to him that I would take a cold shower since I had to leave the hotel for the airport. He answered: "ok".
I was very disappointed because of the inconveniente, but I was even more after the recepcionist´s answered that proved a total lack of concern, interest and empathy.
Upon check out I asked him that I wanted to talk to the General Manager, and the receptionist mentioned that he was not in the hotel, I asked for a duty manager and said that nobody was available. The situation started to become unacceptable. I told the guy that I could understand that hotels face from time to time technical problems, but I could not accept the way he was handling the problem for the simple reason he attitude was ruining my stay and my day. Since the beginning the recepcionist never apologized and tried to compensate for the inconvenience encountered. The hotel did not respect the terms of the reservation that could cover the bed and the shower, but I did since the room was already paid. He said that the room was paid by Expedia, and I should repport to the agency if I wanted to get my money back.
I told him that I wanted to file a formal complaint, he gave me the paper, and said he would not compensate, even with the breakfast.
Without any sense of the service, the guest satisfaction, he let me fill a paper that has been sent to a spanish agency that protects customer affairs depending on the government. The hotel has not any internal department of customer affaires.
It has been the first time I was facing a situation like this.
I will never ever come back to this hotel and I hope this experience can help other travellers warning them that if they are facing an issue,they won´t get any solution, compensation or a sincere apology.
I asked for a king and got a twin.
The room was the darkest one in the hotel, rather big and fairly clean. Very good location. The worst thing without any doubt was the staff, and the absence of managers. I can not imagine a hotel evacuation without any manager, for exemple, but this hotel exists.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Gracias por dedicar su tiempo a compartir su opinión sobre nuestro
hotel. Lamentamos realmente que su estancia no haya sido todo lo
agradable que debiera.
Quisiera pedir disculpas en nombre del hotel y su equipo por los
problemas durante su estancia. Nuestro procedimiento estándar en
estos casos sería ofrecerle una habitación de categoría superior en una
planta diferente donde pudiera tener agua caliente y solucionar la incidencia lo antes posible, o por supuesto compensar con el desayuno. El comportamiento de nuestro personal
en relación con sus quejas no es habitual en absoluto.
Me aseguraré de que su experiencia se ponga en conocimiento de todo
nuestro equipo de servicio para que sirva como ejemplo práctico.
Una vez más, le ruego acepte mis disculpas y espero que pudiera
disfrutar al máximo del resto de su viaje por España.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.