I'm extremely disappointed with the service and attention at this property. I booked my room three…read moremonths in advance, but when I arrived, they told me there was a problem with the room's door and that they had to relocate us to another hotel from the same chain. That other hotel had noticeably worse ratings and was cheaper in price (their claim about the price there being higher is simply not true - you can check it yourself by googling price of Patios del Orfebre and Hospederia Luis de Gongora). The staff made no effort to offer a solution, discount, or even a sincere apology. They are saying that we willingly took a deal: that's not true, we didn't have any other choice, the lady just ultimately say: speak with booking yourselves.
The lady at the reception was rude, completely unwilling to listen or try to resolve the issue. What made the situation even more frustrating was seeing other guests check out at that same moment (clearly, there were rooms available). And we have not arrived late, so if they wanted they could accomodate us first (according to our advanced booking and early check in - what would normal hotel do).Yet, despite my reservation being made so far ahead, we were turned away.
When I contacted Booking, I never got a proper reply. The property later sent an explanation (six hours after our checkout) claiming the issue was due to "plumbing problems," which contradicted what they told us in person. Because of these inconsistencies, I strongly doubt there was any real room issue at all. It felt more like overbooking, or worse, something discriminatory since we come from a developing country.
I would sincerely advise anyone considering this hotel to think twice. You might end up moved to a worse place without compensation, treated poorly, and have your trip completely ruined.
P.S. Earlier this year, I stayed in another country where the door of my hotel room was actually broken by previous guests. The way the staff there handled the situation was respectful, caring, and proactive.