My partner and I stayed here 2 years ago and quite enjoyed our stay. However, when trying to check out, the receptionist decided to have her morning coffee and the laundry staff were left to tell people to wait ´5 minutos´ til the receptionist returned from her breakfast. This extended to 15 minutes whereby we had to insist we had a plane to catch to make her return to let us check out.
Believe it or not, the exact thing happened again yesterday - 2 years later with the same inconsiderate morning receptionist (who we have just found out is also the OWNER) whose coffee is obviously more important than her guests´ own time.
We booked an economy room this time, and boy was it economy! The TV didn´t work (although they came and replaced it) and when having a shower, the whole bathroom floor flooded. There was discarded toilet roll behind the bidet and the air conditioning was simply a large wall contraption to blow air around the room.
At dinner that evening, we had to stop someone to ask to be shown to our reserved table, where we were left sitting for 10 minutes without being approached while other guests around us were being served. To be fair, I complained and suddenly they became more than helpful, but it was embarrassing since everyone looked around when the very helpful young English speaker came to translate.
When we went to check out the next morning, the receptionist who works the morning shift (NOT the very capable and helpful afternoon receptionist) glanced at us approaching the reception and disappeared through a door. After waiting for about a minute, a member of the laundry staff approached and told us in Spanish to wait for cinco minutos until the receptionist returned. We waited, and waited, and waited and after 15 minutos we couldn´t believe that what happened to us 2 years ago was repeating itself. Yes, the receptionist had disappeared to have her morning coffee at checkout time, leaving guests to wait at her mercy. I then asked the member of laundry staff if I could leave my 15 euros (for my breakfast) and key card at the reception and go, but she said I couldn´t. I then asked in Spanish why the receptionist wasn´t there, and she said she had gone ´tomar un cafe´ (to have a coffee). 20 minutes later my partner and I had had enough, and left our 15 euros and key discreetly at the inside corner of the reception desk and left as the laundry lady watched us.
I returned later that evening to make sure they had received our money and that everything was in order, only to find out that the morning receptionist had ´not received our money´ and accused us by phone of not leaving the money in the first place and tried to invoice us for another 15 euros!
I can´t believe that a hotel owner would abandon her front desk and responsibilities and assume that her own time is more important than her guests´ at checkout time. Furthermore, she leaves her laundry staff to cover for her while they are trying to do their own jobs.
As this is the second time this has happened to us, I would highly recommend that you go somewhere else!
I am angry that I was left waiting so long by her to let us check out of her hotel, only when she feels ready to let you go. I am also quite angry that I have been accused of not paying my way, even though I had returned to make sure everything was in order. How this arrogant attitude expects to produce profit in these times of recession is beyond me. Surely having morning coffee at your desk and allowing your guests to checkout at the same time is more logical? It´s not rocket science and it leaves your guests wanting to return, unlike us who after 2 attempts to like this hotel, will never return or recommend this to anybody.
- Official Description (provided by the hotel):
- Family run bussines , a country Hotel inside of the Natural Park of Sierra Nevada. With 50 years of experience, heritage and art come together to create a unique fusion. Among others, we have spa & pool, botanical garden, gazebo, conference room and an awesome restaurant. ... more less
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