My wife and I were smitten with online pictures of Casa La Siesta. We were pleased to find this intimate luxury hotel even more stylish and beautiful than we imagined!
We had reserved a romantic deluxe room with fabulous bath shown on line...my wife LOVES her baths. BUT, when we arrived, we were given a nice room.... with just a gigantic stall shower! I don't even know if it was "deluxe" room. Julia was in charge and when we finally found the hotel after patiently wandering the countryside for quite some time, Julia seemed quite harried and impatient. She seemed surprised at our arrival and had no idea who we were, or that we had a reservation! She nor anyone else offered to assist us with our bags.
You should know my wife and I don't look like a couple of odd balls...we present ourselves with quite a professional/cosmopolitan "look" so we were surprised to feel a "chill" from Julia. This was the case throughout our two day stay. When I kindly mentioned to Julia that we reserved a deluxe room with bath and wanted the room we had reserved on line, Julia shrugged and said that the hotel was completely booked and there was nothing she could do but that the "owners" would show up tomorrow.
As it turned out...all of Casa La Siesta's other rooms were booked by a high- brow bunch of snooty horse people competing at an international event down the road. So I'm thinking it's likely we got booted from our promised room reservation in favor of some of the owners (Gordon/Thornley) horsey friends. The owners never "officially" showed up.....but one evening it seemed that Lee Thornley "sneaked" in during dinner, luggage in hand, silently bypassing guests in the fully packed dining room and quickly darted into the kitchen. We never saw him again.
I should also mention, Casa La Siesta is quite impossible to find without explicit directions...the roads are not marked...and the hotel, in their quest to provide "luxury" service fails to provide any directions. So unless you have a guide...be prepared for a "where's Waldo?" experience.
The rooms have terrible sound proofing...probably none at all...we could hear a pin drop in the next room! Thank goodness the horsey crowd is early to bed, quiet and early to rise.
HOWEVER, the food was delicious...Julia, to be fair tried her best BUT she was overwhelmed because the facility was clearly understaffed and not prepared for a full house.
The evening before our scheduled early morning departure, we notified Julia that we wanted to check out that night or early the next morning. She seemed startled and inconvenienced!?!? Very strange indeed. After all, we wanted to pay. Well, despite the incredibly beautiful grounds and rooms and fabulous "appearance" value...the "heart and soul....the being value" was very low...these folks need to know that interiour design alone cannot carry the ball... they need to know that they're in the "hospitality" business. I can understand a "low key" approach...but our stay felt like a "no key" approach.
I should say, I've been fortunate to travel the world, staying in five star luxury hotels, resorts and private clubs for many years now. I've launched national brands, built and sold companies and regard myself as a quite sophisticated travel consumer. I would not return to Casa La Siesta.
Make absolutely sure that you WILL get the room you reserved on line...we didn't! And...make sur...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Firstly and foremost thank you very much for your feedback. This is the first time I have elected to respond to a review. Whilst I genuinely value your comments, I would like to make a few comments on behalf of our team.
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Firstly we believe that most of our guests consider the location of the hotel to be a major PLUS rather than a negative. It is without question the case that we are located in a secluded hidden location with little else around. Long may this continue! We are located 5 minutes’ drive from a beautiful town and only 10 minutes from the beach. Unlike some “luxury” 5 star hotels around the world with 500 rooms and a spa bigger than the entire building at Casa la Siesta and signage to prove it, Casa La Siesta is different!! It is our home and as a consequence a little more difficult to find. There can be no excuse as to why you did not receive driving instructions. All of our guests receive driving instructions from all local airports upon confirmation. I noticed that you made your booking via a 3rd parting travel agency - I will make sure they also receive the directions and full confirmation letter.
As for the issue of your bags, we are small team of 12 and unlike some 5 star luxury hotels with a permanent porter, this may have escape Julia’s mind. She is terribly upset not to have offered but we will aim to avoid this happening in the future. Also I personally do not agree that identifying a staff member by name in such an online forum is neither correct nor necessary. I am responsible for the training and behaviour of each member of the team and thus take responsibility for their actions. Julia has been with us for 2 years and I hope will be with us for many more years to come.
As for the other guests who were staying in the hotel, aside from the fact I have rescued a few horses from some unscrupulous owners over the last few years, neither my wife nor I have any connection with the world of show jumping and dressage. These people, who incidentally were delightful and polite, were part of a larger group and therefore possibly appeared “closed” to outsiders. I think “snooty horse people” is unfair. They were not our friends and were in fact guests who had been staying with us for some 35 days and I understand left very happy and will return again next year.
On the issue of my alleged appearance in the dining room, I genuinely cannot recall. As a family we spend more or less 50% of our time in Spain and 50% in the Uk and in addition to this I also fly to Spain occasionally to check all is well at the casa. If I did arrive late one evening and rush through the dining room, the chances are I was exhausted and was going to bed after a long day of travelling (sometimes with a 2 yr old). I can assure you that whenever I am in Spain I am very involved and do my very best to meet everyone. If you left early the next day, I suppose this would explain why we did not meet but I clearly regret not to have met you face to face.
On the issue of a “chill” from the team, all I can say is sorry. In four years of running the hotel, this is the second negative review we have received. I appreciate that in the US the service culture is different but I can assure you the reason why the hotel is full has little to do with the interior design and more to do with the incredible work of the team. I have also travelled the world and whilst we may have fallen short on this occasion, I believe my team undoubtedly offer a 5 star service. We aim to make every guest feel special. Almost 50% of this year’s occupancy are repeat guests. This is in no small part due to the enormous effort and pride which all of the team put into their work. It is very difficult to make every body happy. Casa la Siesta has a unique team and a building to match. It has real character. It cannot be compared with a large 5 star hotel. In my opinion it is 50 times better but not everyone values the same things in life. I value real people, offering real food in beautiful unspoilt surroundings. I thank you once more for your time and once again, apologise for not having had the pleasure of meeting you. Lee Thornley
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.