This is a nice hotel, opened in late 2011, in our case spoiled by a broken promise. It is an older place decorated in earth tones and lots of frescoes and paint finishes. Wood fittings and tasteful furniture all combine to create an instantly appealing environment. The rooms are spacious with very good bedding and well functioning amenities and bathroom. Wifi works really well and breakfasts are fulsome and tasty. But, and this is a big but, the place is spoiled by excessive noise from the street and in our case a really unforgivable booking error compounded by unresponsive efforts to resolve it. We knew about the noise from friends and requested room 208 which is quieter. We exchanged many emails confirming this prior to our arrival. When we got there we were put in room 204. We rightly complained and were told that 208 was full and if we wanted it we would have to change rooms after one night. We declined that 'offer' as it turned out that someone at the hotel had failed to enter the booking in their room register, despite confirming it with us by email several times. We then suggested a 10% discount as a way to resolve the issue. This was agreed by all. Then, upon checking out, we were told that to get the 10% we had to pay cash. Apparently this is their policy, ie pay cash and you get 10% off. We wanted to put it on card as cash was low. This was NEVER stipulated when we agreed to change rooms to help them out of the mess they had created. In the end we scraped up the cash but it really inconvenienced us. What is particularly disappointing is that despite repeated followups, the hotel has refused to adjust our bill to reflect the original agreement. All in all a very poor effort and one created solely by crappy administration and poor internal communication. So if you like noisy rooms and so so administration then by all means stay there, but there are better (quieter) options nearby.
- Official Description (provided by the hotel):
- Casa San Rafael is the brainchild of a Cuencan family, that invites you to share the special warmth manifested in every corner of a charming heritage house of Cuenca, staffed by the extended family of the owners. ... more less
- Reservation Options:
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