We stayed here overnight during a three week driving tour around Spain. The hotel is beautiful and is a restored 19th century flour mill built over the Canal de Castilla. The building has been lavishly decorated and features portraits of well known people from the 18th century. The rooms are almost like guest rooms in a stately manor. Every detail has been tastefully reproduced and the result is a delightful luxury hotel. Breakfast was served a la carte with a generous array of delicious courses.
We were feeling very positive about our stay and then it "all went pear shaped". I had booked a non-refundable rate (on the hotel's own website) some months prior to our trip. I had requested parking and 12 euros had been added to our bill but when we arrived we found a park near the hotel on the street. The very pleasant young man on the desk told us that our payment had not yet been charged and if we preferred not to use the hotel's parking he would remove the charge.
When we checked out the Reception Manager refused to remove the parking charge. We speak no Spanish and her English was limited. She told us it was impossible to remove the 12 euro charge because we had a non-refundable rate. I explained that we did not consider the parking part of this rate and in any case the hotel had already offered to remove the charge. We stood at the desk of a five star hotel and argued with her for at least half an hour over 12 euros. To us it was a breach of faith to withdraw an offer that had been made the previous day on behalf of the hotel. If we had known we would be charged we would have taken advantage of the valet parking.
In the end we gave up and left. That evening I received an email from the reception manager apologising and saying the hotel had refunded the parking charge. Although it gave us some satisfaction this apology could not repair the damage made by an inexperienced, inflexible hotel staff member who needs to learn how to treat guests.
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