Raphael Suites

We asked for a replacement room after finding the refrigerator and kitchen lights didn’t work and the ventilation was poor. After more than an hour of discussion, they offered us a smaller room without a bath, different from the one we had booked. We said we were leaving and wanted a refund, but haven’t received our money back, even though we booked through booking. The room we started in was poorly maintained. A really bad experience. Don’t book this hotel.

It took about an hour and a half in total to communicate with the virtual reception, which was really slow. When we checked in, the fridge and extractor hood weren’t working. After an hour, they offered another room, but it didn’t have the bathtub we’d booked. We left and asked to cancel, but Raphael suites decided not to refund us. We stayed here a couple of years ago and the rooms were fine then. This time we were disappointed by how poorly maintained they were, on top of the important appliances not working. Bad service for a hotel offering rooms in this condition.

The room was fine and the location is great, just a couple of minutes from the city centre. We had a nice two-night stay, but I wouldn’t book again or recommend a longer one because the service was so poor. They leave a number to text if you need help, but nobody replied. We couldn’t use the TV because there was no remote, there were no coffeepads, just sugar sticks, and the towels weren’t clean. If you don’t want to do housework on holiday, I’d book a hotel.

It’s a beautiful property in a great location, which makes the lack of care a real shame. There was no Wi-Fi, the bathroom door was broken and stuck open, and several lights, including in the bathroom, were burnt out. Closet door hinges were broken, and the toilet door had no lock or even a handle. We weren’t allowed to check in early, but when we arrived at 4 the room still hadn’t been cleaned, so we waited until 7 pm. There was no host to speak to in person, only someone available by phone or text who had no ability to fix the problems. I wouldn’t stay there again.