We were looking to end our stay in Spain on a high note to be sure that we could have a worry-free and relaxing experience at a 4 star hotel with amenities, and then have them shuttle us to the airport in the morning. This was not a 4 star hotel.
Be advised, they claim it is a 10 minute walk from the train station to the hotel; it feels a lot longer, as it is through industrial areas and crossing a high traffic trucking route - I do NOT recommend it.
The room was not clean, and it was HOT, as was the mini-fridge. The bathroom floor had black smudges and hair across it; the dresser in the bedroom had something sticky spilled on it. We propped the door and window open to try to air the room out. I really don't know if we ever got the a/c to work.. There was a metal ladder to get into the pool that was not well bolted down. I got in and found myself in COLD water in what the website states is a heated pool. Disappointed with the amenities that would have kept us busy for the early evening, we went back to our room that was still hot, and decided to get dressed and have an early dinner at the restaurant while the room cooled. We tried to check the weather on the tv, to find that the remote wasn't working and the tv was in German, and we couldn't change the channel directly on the tv.
We dropped by the front desk on our way to dinner, to ask about the temperature that the pool is supposed to be heated to - we were told that they had just found out that the pool heater was broken, as of that same morning. I let them know I was very disappointed in that, as well as the things that weren't working in our room - the a/c, the phone, and the tv. We were told someone would go check it out and fix the tv at least while we were at dinner, and that they could offer us a free breakfast voucher for $32 for the next morning to compensate us - I said that was NOT enough. The receptionist told me that the manager could not be reached and would not be available until after we checked-out, but gave me his card to write Sergi Hernandez, the director at dircdp@salleshotels.com to be compensated the next day.
We tried the onsite restaurant - the waiter didn't know a thing about the menu and had to go to the kitchen to ask questions, and could not put the plated hamburger on bread as the lobby bar could. We left the hotel in the rain - fed up, looking for dinner elsewhere. No one had come by the room to repair the tv, remote, telephone, or check on the a/c while we were out for dinner as promised. We switched the plugs on the phone or wall and got the phone to work, so we wouldn't miss our morning wake-up call. We opened the window in the morning, so we wouldn't sweat while getting ready - and it was much cooler outside than in the room again...
The hotel director responded that he was saddened that his hotel did not meet our expectations, but did not offer a credit against our stay, but asked that we give them another chance; the rest of the response was dismissive, disrespectful, and he basically called me a liar. He assumed we had taken Maria up on her offer of compensation in the form of the $32 breakfast voucher - I had to remind him that we did NOT accept it. He claims the room was set to 23 C/73.4 F when we arrived and that we lowered it to 19 C/66 F - I don't know how they know what was on the thermostat, but that was NOT what the temperature was in the room. He said he checked and agreed the bathroom floor had black lines to be cleaned, but didn't mention the other cleanliness or maintenance issues in the room and at the pool. When I prompted him again, he wrote this back, "I am truly sorry to read that the front desk agent informed you that that the pool heater was not working. I understand it´s a language mistake, the pool heater was off because during summer, from june until mid september, the pool is not heated because the external temperature is higher, and the water is kept between 24-27ºC." Firstly, I had been communicating IN SPANISH (Castellano), so there was NOT a translation issue, and he and the front desk couldn't get their stories straight.
Stay elsewhere with less stars, and have them call you a taxi to the airport in the morning, it will cost you less and have you dealing with less frustration. read more