Hotel Vilar Riu de Baix

The rooms and breakfast were wonderful, and the receptionist on duty yesterday was warm, smiling, and ready to help. Today’s visit to the desk was a very different experience, and it left me with a bad impression of the hotel. My laundry wasn’t collected even though I followed the instructions, left my clothes on the bed, and filled in the form. I booked here at €88 per night partly because laundry service was advertised. I’ve been travelling around Spain for over a month and have run out of clothes, so I was counting on it being available. When I explained the problem, the receptionist said, “I don’t care.” I asked for his name so I could make a complaint, but he said it was “illegal” for me to know it. He later introduced himself as Miguel, though I’m not sure that’s his real name. I had to ask at least twenty times. As a paying guest, I think I should be able to know who I’m dealing with, especially since the hotel has a copy of my ID and all my personal details. He also said he was the only person who receives emails and phone calls, making it sound like a complaint would be pointless. When I left, I politely said “bye bye” and “adiós,” and he didn’t respond. The way I was treated today seriously undermines the otherwise lovely hotel. Please take this seriously and make sure other guests aren’t treated this way. I’d also like a direct contact for management, because I’m concerned a complaint sent through the receptionist would simply be deleted.