I am stunned at this hotel.
My 80 year old parents checked in, and had lost luggage. The hotel didn't bother trying to assist them with this. My mother has medication in her luggage that she needs.
I tried to call in and speak with my parents to try to resolve this issue after getting desperate voice mail asking for my help.
I couldn't leave a message. Two times the hotel disconnected me when trying to connect to the room. The third time the phone just rang repeatedly.
My fourth call I asked to speak to the Concierge. This is apparently a four star hotel. The person answering the call said "this is the Concierge. Well it is Reception." I asked if they would leave a message for my parents, and the guy said no, and just forwarded me to the room again.
A fifth call and I asked for the hotel manager. "There is no manager working today."
So apparently nobody is in charge at this so-called four star hotel at 7pm.
I asked for the person's name and they hung up on me.
I repeat this is a serious health issue trying to get medication to my mother. So I call in again and this time a woman answers. Again, "no manager is available." I ask so who is in charge of your hotel right now. The woman says, "This is reception." I say I know it's reception. I say who is in charge of your hotel? "This is reception."
Amazing. Everyone at this garbage hotel covering their butts, nobody cares about an 80 year old woman with serious health issues, let alone lost luggage. I had to twist arms and say I will follow up with the hotel management (if the reception mafia will ever connect me) in order to get them to leave a message (which I am sure they will not).
Stay far away from this joint. They don't care about their customers and any hotel that is prepared to put the health of an 80 year old woman at risk because they can't be bothered to get off their butts and leave a message under a door is less than one star.
Shocked, never have I encountered such an attitude anywhere in the world and I've reviewed 50+ times on Triapdvisor.
I was able to guess the manager's email and mail her directly after getting the runaround from the staff above. I asked for an apology from the staff members and she refused, but apologized on their behalf for whatever that is worth (to me, nothing). I don't find it adequate to permit staff to act like this to customers. I send I would update my review to include her actions, which I have now done. After her intervention staff made efforts to help my parents, but it should never have gotten to this point and who knows what else goes on there when the boss is not watching.
The hotel website does not have any contact information for management, and you will have to guess it like I did. Another terrible policy.
I've only selected the grading options reflecting my personal and direct experience with this hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for sharing your opinion with us. I would like to apologize one again, after our several communications on this subject, for the inconveniences caused you when you tried to contact your parents when they were staying with us. With the greatest of respect, our front desk team began assisting for the claim of the lost luggage of your parents as soon as they were informed and provided their airline details to do so. Your parents always told us they were having a pleasant stay with us. Obviously there has been a misunderstanding between your parents, you and our staff and we did not manage the situation correctly. I can assure you that any member of our team would never consciously neglect any of our guests under any circumstances, and even less in a matter as sensitive as your parents.
I insist in offering our apologise for the mishandling from all the team of the Duquesa de Cardona
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.