Apolo Hotel

I asked to see the complaints book and couldn't access it right away. They said only the morning shift handles it. A hotel presenting itself as professional should make it available at any time, rather than restrict a basic guest right. My stay from Monday was disappointing. The staff were superficially polite, and nobody was openly rude, but reception and management became defensive whenever I raised a complaint. They seemed more interested in justifying themselves than fixing anything. I used the hotel facilities and towels as usual. By Wednesday I had conjunctivitis, later confirmed by a doctor's note. In response to a genuine health issue, they offered to refund two nights only if I left immediately. The offer was documented in writing through Booking.com, but it was difficult to accept while ill and needing stability. They showed no interest in finding another option or offering real support. Their approach felt rigid and lacking in empathy. The service was formally adequate, but when a real problem came up, I was left to fend for myself. There was little flexibility or actual customer care.

The first day, I took a five-minute shower and came out to find the room flooded. Luckily, the staff dealt with it, and the reception team were very friendly. The building needs a remodel, but those staff deserve a raise. I didn't get off to a good start here. I'd booked a package at a different hotel and was switched to this one at the last minute. There are no elevators, and dinner is at Hotel Velero. It's right in the city center, which is convenient since everything's nearby. But there's a stage across the street, so forget going to bed early.

The room was a major letdown. It's cramped and uncomfortable, and the shower sits right by the door and bidet, so water gets everywhere. The ceiling fan barely moves the air, and the Wi-Fi never works. There's no elevator, and nobody helps with luggage. Dinner is at the “El Velero” hotel, where the food is awful and bland. Breakfast is meager and bland, too. I left completely disappointed. This doesn't feel like a 3-star hotel, and I hope they make improvements. I absolutely do not recommend it.

Perfectly placed, with delicious breakfast and a really friendly team. Great value for money, 10/10.