Hotel Golden Hills

The shower was great, but the place felt rushed and a bit like Faulty Towers.

Breakfast was a real plus, with fresh food, plenty of variety, and options for different tastes. The rooms were spotless, comfortable, and well organized, and the hotel's care for guests came through. Staff were friendly and attentive from the moment I arrived, always ready to help with a smile. It's a peaceful place with good service, and I'd happily stay again and recommend it.

The first problem showed up as soon as we arrived: I reported that the bathroom door wouldn't close, and the response was, "Oh, well!" Things went downhill from there. There were four of us but only two blankets and two towels, the toilet paper roll was already more than half used, and there was dampness in and outside the rooms. The jacuzzi didn't work, and the staff didn't seem to know how the facilities worked or want to fix even something as simple as getting us another blanket. After a cold night, we went to the restaurant for the breakfast that was included in our stay, which we'd already paid for. We got there at about 9:02, just two minutes late, and were told we were too late and could only have tinto and sausage. It was a complete mess. We asked to speak to the manager, but they never showed up. Reception had no clear way to handle complaints, and there wasn't even a complaints book available for guests. There was no manager, no complaints book, and nobody on staff seemed willing to sort anything out. I just wanted to leave before things turned into a bigger confrontation, but three vehicles were blocking the exit. We had to wait for the unhelpful staff to call their owners so we could get out. They say an infant stays free, but charged us for three adults at 175.000 per night. The walls in our room were peeling from damp, the bathroom door wouldn't shut, the common areas weren't working properly, and the staff showed no sense of responsibility toward their workplace. We chose not to eat the included breakfast because we were afraid the service staff might put something in it. This was my first and last time using Booking, and I won't use this hotel to look for accommodation again.

The room they gave us had none of the features I'd booked through Booking.com: three beds, an exterior view, and a pool view. Before we arrived, the hotel first said they'd oversold and wanted to cancel, then said they'd honor the reservation. At check-in, the receptionist blamed the incorrect Booking.com listing, though keeping it current and honoring the booking is the hotel's responsibility. He didn't apologize or offer another option that met our needs, just said he'd refund us once we were already there. I wouldn't recommend staying here. Find somewhere better organized with better customer service.