Luna Arabial

Our group of four found the stay frustrating and uncomfortable, and I can’t recommend it. We were short on towels, never got the wifi code, and weren’t sent the room check-in details on the day we arrived. We had to contact them ourselves, but they made no effort to fix any of it. There were just two beds, a master and a twin, so one of us had to sleep on the couch. The AC was broken and kept beeping loudly with no way to turn it off. The room got uncomfortably hot, and we had to open the windows.

This was my second stay, and my first visit had been good. This time, though, room 001 was poorly maintained and the problems weren’t fixed even after I reported them and someone came to check. The shower drainage flooded the whole floor, the refrigerator was too noisy to use at night while the children slept, there were pests in the bathroom, and neither television worked. I also hadn’t noticed on my first visit that the sports facilities were outdated. The parking garage was another headache. I paid cash for 9 days, but the exit card kept failing, which meant repeated, exhausting discussions with reception. I also found my communication with the manager, Anna, particularly disappointing. She seemed to have little understanding or interest in finding a solution, and appeared to put the hotel’s interests ahead of guest satisfaction. I’d planned to return next year, but this changed my mind. I hope future guests don’t run into the same things. I felt ignored and not taken seriously. Offering to refund the remaining days doesn’t help when your family is suddenly left without somewhere to stay. It felt like we were left to fend for ourselves.

The suite was clean, spacious, and nice, but getting in and out was difficult during the rainy week we had because it’s in a section you reach by walking outside. The room had only a limited amount of mediocre coffee and milk, with no other fridge goodies. There’s no lobby, room service, restaurant, or vending machine, so you’re pretty much on your own, which is inconvenient with a family. The mother hotel, about a five-minute walk away, does have those options. Street noise was awful at night. We woke up several times to drunk pedestrians singing and yelling outside. You enter using a code, and the check-in setup can be complicated if you’re not tech-savvy. We were lucky that a staff member was there just before leaving and kindly walked us through the wall-mounted, computer-based ATM-style machine. The “pool” is more like a plunge tub, with maybe 5 lounge chairs. We were excited to check in at Luna, but the experience fell short. It’s OK and has potential, but there’s a lot that needs improving.

The photos look beautiful, but the facilities felt neglected and the service was poor. The indoor pool had far too much chlorine, and the fitness room was in bad shape, with worn-out equipment. In room 001, the shower drained so badly that the bathroom gradually flooded. We could constantly hear noise from guests above, and the refrigerator door creaked loudly, making it hard to get anything at night without waking our young children. Neither TV would turn on. We reported the issues several times, but they weren’t properly fixed. We were told they had been “fixed,” though they hadn’t, and the hotel didn’t respond in the evening, not even on WhatsApp. We paid the parking fee in cash at check-in, but the hotel said they couldn’t find a record of it. Each time, we had to press the information button to get the barrier opened. I’d think twice before booking.