Hotel Casa Castel

The bathroom floor was covered in leaking water on our first night, but we couldn’t switch rooms. In the morning, the cleaning team came into our room before we’d finished breakfast downstairs. I wanted to finish getting my things together before going out to enjoy the city, but had to wait for them to finish. They sent maintenance to the room with all our belongings still there, rather than moving us. The room was dark with few lights, and there was no large mirror or hair dryer. The water was only cold, despite their saying it was hot and cold. Breakfast was okay for a continental option, but the service could have been better. It didn’t feel worth what we paid.

I wish I could give this place zero stars. On arrival, one room’s AC wasn’t working, and water was leaking from an AC unit. Later at night, running water stopped at the shower and sink in two rooms. Pressure was low at all the showers and sinks. The rooftop fridge and stove were rusty and dirty, and the cabinets were old and dirty too. The pool was dirty when we arrived, though it was eventually cleaned after several complaints. One room was missing its toilet seat, and there were more problems besides these. The pictures are misleading. Please don’t book.

I booked a room two months ahead, but when I arrived, they told me it wasn’t available because of heavy rain a couple of nights earlier. They could have contacted me in advance, but instead waited until I was at the hotel, then sent me to a “partner” hotel. They offered cancellation and a refund, but after seeing that the alternative was a bad deal, I asked for the money back. That was in August, and I still haven’t received it. They’ve stopped answering my emails. I paid for a room and never got the service, so it feels like they literally stole my money.

I missed my cruise ship’s departure in Miami, and my travel agent arranged two nights here. To my surprise, it was better than being on the ship. The place felt like living in a castle, and it was beautiful. The staff were so kind and helpful.