Casa Passiflora Hotel Boutique - Jardin

A shirt went missing after I sent clothes to the laundry. From the start, I was certain I had handed it over, but staff kept insisting I hadn’t. What could have been a simple check with the laundry provider turned into hours of stress during a short two-day stay. Front desk staff got involved, management reviewed security cameras, and there were WhatsApp exchanges with executive management. Eventually the laundry came back, and the shirt was there, just as I’d said all along. Even then, executive management shifted blame toward me instead of properly acknowledging what happened. They offered only something that would bring more business to the hotel, which I declined. I asked for a partial refund for the time and stress this caused during my limited stay, and they refused. Marcella did try to help, and I appreciate that. If staff had trusted how clearly and confidently I explained things at the start, this whole ordeal could have been avoided. Federico and executive management were especially disappointing, handling it defensively and far below the level of professionalism I expect in hospitality. Despicable customer service. Update after reading management’s response: Thank you for responding, Federico. My original review laid out the facts, and the shirt’s recovery ultimately confirmed them. Calling it “a misunderstanding” doesn’t accurately describe what happened. I asked for a partial refund because of the disruption to my stay, and that request was declined. On “blackmail,” I said I would share my experience publicly if the situation wasn’t handled appropriately. That’s a normal and legitimate option for a guest. Describing it otherwise shows the same poor judgment that marked the handling of this situation throughout. The resolution offered was either an inexpensive complimentary meal or an unspecified discount on a future stay. Neither felt proportionate to the time and disruption, and after this experience neither had meaningful value to me. If management had agreed to a partial refund, this public exchange likely wouldn’t exist. Their refusal and continued mischaracterization of events only reinforce my concerns about how they managed things. This review is an accurate account of what occurred.