Hotel San Gil House

The stay was pleasant, and the rooms were clean. Having AC was a plus, but there’s room for a few practical additions, like a minibar, another dressing mirror, or a place to work. The advertised mountain view was really through a 12-inch window set about 7 feet up. Breakfast service was good but very slow, and the choices were limited: tamales, eggs, juice, and fruit. At check-in, we weren’t given much information about WiFi or breakfast, so we had to ask. Some small touches, such as help with bags or an information pack, would make a difference at a hotel aiming for 5-star service. We booked online and later tried to add nights that still appeared available there, but the hotel said we couldn’t have those prices. It seemed odd. I can only assume they preferred a long-weekend booking over one that split up the weekend.

We cancelled 10 days before the free-cancellation deadline, but got only £55 (GB Pounds) back from the £86 (GB Pounds) we had paid. The hotel had requested a 50% deposit when we booked and confirmed that it would be refunded in full if we cancelled. They said the shortfall was bank charges, after we queried it. The hotel insists on sending refunds to a bank account rather than the original card, which they hadn’t told us beforehand. We received just 64% of our money, not the full refund promised. Any substantial bank charges should be clearly disclosed when asking for a deposit. This felt dishonest. Don’t pay a deposit before staying if you expect the promised full refund.

I needed some peace and space for my inspection, and the hotel gave me both.

The hotel looks nice and the facilities seem modern, but the room had almost no shower pressure and no water heater. There are lots of stairs, so it doesn’t seem suitable for older or disabled guests. Cleanliness also needs work: the sheets weren’t changed and the rooms weren’t cleaned properly. The staff tried to be friendly in the afternoon, but at checkout they charged us a fee that hadn’t been explained as excluded from the bill. They also charge hotel insurance without notifying guests or explaining it. The amenities cost too much for what you get.