The Adriano Hotel was sadly the low point of our two week visit to this lovely country. The mark of any service establishment is their customer service. Most importantly; how do they handle situations when things go wrong? We unfortunately had the opportunity to experience Hotel Adriano's customer service and can report that it's a solid fail and for that reason alone I couldn't recommend this property.
A letter from the manager provided at check-in advises that he wants to hear from you for any problems and he's concerned with your satisfaction, etc. Sorry to advise that his words were hollow in our experience.
I requested a high floor in my reservation but we received a room on the first floor.
I selected this hotel for two reasons: location and available Wi-Fi. The location is spot-on in the center of the city and an easy walk to major attractions. I needed Wi-Fi to contact my office and family and therefore only stayed at facilities in Spain that offered Wi-Fi. The Wi-Fi at Hotel Adriano did not function in the rooms but worked intermittently in the lobby.
I advised the front desk on several occasions concerning the failed Wi-Fi over the course of my two day stay and went down to speak with the manager concerning their failed Wi-Fi, but was told he was not available. Their solution was to reset the router that did not resolve the problem. The front desk clerk advised that the manager said that excessive usage was responsible for the non-functional Wi-Fi. Bottom line: It was ultimately necessary for me to buy a $75 data package from Verizon to be able to use my cellphone in the absence of functional Wi-Fi.
Since the manager was 'unavailable', I sent an e-mail to the hotel director DURING our first day in the hotel. FOUR DAYS AFTER we'd left, I received an e-mail response from Mr. Claudio Millán Valenzuela, Dirección Hotel Adriano. Mr. Valenzuela advised that he was unaware of the problem, that I was correct concerning the Wi-Fi failure and apologized for the inconvenience. He suggested that the Wi-Fi works in the lobby and that "in the night at the time that you need to communicate with your company you can come down and sit on any sofa that we have here and work or talk or do whatever you want with the wifi signal". Really??? I wasn't staying in a hostel; I paid 170€ plus 18€ per night for parking for a property that failed to deliver the Wi-Fi services they promised. The opportunity to conduct e-mail communications in the dead of night in my pajamas from the hotel lobby is not what I was paying them for.
By return I requested that Hotel Adriano refund the $75 data package I needed to purchase in lieu of functional Wi-Fi. Mr. Valenzuela declined to compensate my data plan costs instead pointing out that I wasn't charged separately for Hotel Adriano's non-functional Wi-Fi, the problem occurred over the weekend, and I could have sat on a sofa in the lobby at night. This is how Hotel Adriano defines customer service.
Rather than functioning as 'apologist-in-chief', Mr. Valenzuela would be better served to understand the basics of customer service when things go wrong: Acknowledge the client's inconvenience and damage; take responsibility for the failure; acknowledge your role in the situation without making excuses; include a statement of regret; provide some form of restitution and a way of easing the pain caused. So far Mr. Valenzuela is one for five.
If you read all of the reviews for this property from all sources, you will see that failing Wi-Fi is a constant issue for this property with many clients. If you really NEED Wi-Fi, this is not the place to stay, but if location is your sole criteria,this hotel is perfectly situated for ready access to many attractions in the city.
Concerning the property: Small, spartan, dark rooms are functional and clean. The hard bed was not comfortable for us, sporting a firm mattress covered by a thin, translucent muslin sheet. A mattress cover would have been a nice touch. Two-star rating is appropriate.
The off-site parking is inconvenient and expensive. If you're bringing a car, another property would be a better solution and you don't really need a car here other than for day trips to Granada for example.
Poor cost-value with poor customer service makes this hotel a pass in my book. The hotel director would be better served to be hands-on and proactive with client service rather than writing empty letters and expansive apologist missives after the fact. I promised Mr. Valenzuela that I'd share my experience at Hotel Adriano to help folks decide whether this is the type of service they'd be satisfied with. read more
