From beginning to end this was the worst service from an hotel that we have ever stayed in. We booked by telephone 2 months in advance and arrived at about 16.00 hours on 29 September 2010, after a long journey. The front door of the hotel was locked and only after a 5 minute wait did a housekeeper appear from the hotel grounds who could not let us in. She went to telephone for help leaving us standing outside sheltering from what was now a steady downpour. Twenty minutes later an old gentleman appeared with a key and let us in. By now we were very damp and tired !! and we went to our room, which seemed satisfactory. Only after an hour when we tried to have a bath did we discover that the water was barely tepid. The old gentleman tried to insist that the water was hot and tried to prove it by taking us into the kitchens and running the tap. He finally had to admit that it was tepid and disappeared to start the boiler. An hour later we had enough hot water to wash and at this point we saw that both the washbasin and toilet were cracked.
We do not speak much Spanish and so far no-one had spoken any English but we managed to arrange that an English speaking manager would be there at 19.00 hours. He did arrive and was most apologetic . He agreed to reduce our bill the next morning and would be there to arrange everything. He wasn't !! and we had to deal with the same old gentleman as before and paid nearly 130 Euros, which included a charge for a shambolic breakfast (how do you eat cereal without a bowl and milk ??). This adverises itself as a 4* hotel with a superb restaurant. The restaurant may indeed be superb but it is not at the hotel - apparently it is some minutes away by car. This cannot be discovered from the web site.
We were informed by the Manger that they had no record of our booking. However, we know we made a phone booking, speaking to someone in English - and anyway this was a 4* hotel still charging high season prices which surely in a tourist area must expect people to arrive who have not booked - therefore why was it not properly staffed?
Finally, in hindsight we should have just left - why didn't we? Because we had researched the area and this was supposidly by far the best hotel around. We were tired, it was late and to go and try and find another hotel was not an inviting thought on a cold evening and at each point we simply could not believe that things could get worse.
- Also Known As:
- Hotel Restaurante Palacete De Penalba Spain/Figueras, Asturias