Aura I.
We were a couple staying six nights in a two-bedroom apartment, and the experience was far below what a three- or four-star hotel should offer. The apartment photos show how it looked after the scheduled cleaning, which, according to the policy we got at reception, happens only once a week. On that visit, they left the bathroom, kitchen and floors undone. Sheets were changed only after we asked, and one set they gave us was visibly stained. The bed frame was broken and tilted, giving me back pain until staff replaced it four days later, after two angry complaints. We were given just two towels for the whole apartment and told replacements would cost extra. Though the washing machine and kitchen were advertised amenities, we received only one detergent sachet and one dish-soap sachet for the entire stay, then were told to buy our own. Breakfast was as low quality as it could be. With staff stretched thin and overworked, choices often ran out before we could get what we wanted. A few employees were rushing around trying to handle everything, and would lose their temper if we asked for something or pointed out that something was missing or not working. The reception entrance was dangerously slippery. My partner fell and cut his hand, and a warning sign appeared only afterward. The hotel couldn’t provide proper first aid. When we asked for the official complaints form (hoja de reclamaciones), they initially told us to find and print it ourselves, which is outright illegal under Spanish law. Some staff members were genuinely kind and helpful, but they seemed clearly understaffed and overworked, which appeared to drive most of these problems. The location and views are nice, but we couldn’t relax and wouldn’t return.
