Gran Hotel De Lugo & Spa

An unexpected family emergency meant I had to cancel my reservation. I called the hotel as a courtesy to let them know and free up the room. I knew the fare was non-refundable because it was short notice, and I wasn't asking for a refund. What surprised me was being charged for breakfast when I hadn't stayed there. When I asked about it, they sent me the cancellation policy as though I hadn't understood it, which came across as dismissive and condescending. Courtesy should work both ways. I made the effort to notify them respectfully and expected a fair, thoughtful response. I won't extend that courtesy again.

We wanted to love this place. The room was nice and the staff friendly, but the air conditioning was the problem. It was very hot and wouldn't cool down. We called to report it and were moved to another room, though that one wasn't much better. The temperature started at 29/84 and wouldn't go below 23/74. It was 14/57 outside overnight, so I don't know why the rooms stayed so hot, though daytime temperatures had been high. Opening the window didn't help, since there was no cross-ventilation or draft. Aside from that, the rooms were nice, and I'd call it a solid 4* place.

The staff were absolutely wonderful, bilingual, and went out of their way to help. The hotel is clean, close to shops, cafeterias, other amenities, and the Roman wall, and has a great breakfast selection. There's parking out front, as well as a hotel garage that costs extra, though parking in Lugo is free. Our junior suite could use a little paint, and the rooms generally could do with some sprucing up, but they were more than satisfactory and the bathrooms were clean and modern. Great location by the old walled city. We'll stay again.

The staff gave excellent service, especially Don Carlos at reception. His detailed explanations of places to see and recommendations were invaluable. The hotel was clean and spacious, with good car parking, and an easy walk to the wall and city sights. Lovely place to stay when visiting Lugo.