Aloe Heaven

The location and pool area were decent, but that was about the end of the positives. I stayed at Hotel Rey Carlos recently, and the experience was awful. The room was completely outdated, had no microwave, and the AC didn't work. The shower was unusable, swinging every few seconds from scalding to freezing, and the bathroom was filthy. It didn't look as if anyone had checked the room properly before guests arrived. The worst part by far was the service. One receptionist, an older man with glasses named Manuel, was consistently rude, dismissive, and unprofessional. I've travelled a lot and have never had someone make a stay so miserable. There were two of us in a double room, but when we asked for a second key, he flat-out refused. His proposed solution was that one of us go upstairs, unlock the room and leave it open, return the key to reception, then go back up. It was unsafe and impractical, and he spoke as though we were the problem for asking. Housekeeping once forgot clean towels. When I asked reception for some, Manuel threw them at me without apologizing. The attitude was unbelievable. We needed a late checkout because our flight was later that evening. A large sign at reception advertised it, but every conversation about arranging it got the same dismissive response. We were told to come back at 9 a.m. on checkout day, though an organised hotel should be able to confirm that earlier. At 9, we were told late checkout wasn't possible, but that we could shower before going to the airport. When we later asked to use the shower, Manuel acted as if he'd never heard of it and again made us feel unreasonable for asking. When I asked his name because his behaviour had gone too far, he encouraged me to write a review. He clearly doesn't care about guests, service, or representing the hotel, and shouldn't be at a reception desk. Management needs to rethink who deals with paying guests. They respond to negative reviews by saying the hotel is “undergoing continuous improvement,” but the same complaints, especially about service, keep coming up. Nothing seems to be improving while Manuel still behaves this way. I wouldn't recommend this hotel to anyone. There are many nearby options where staff treat guests with respect. The location and pool don't make up for the disrespect, lack of basic hospitality, and management's indifference to ongoing problems.

Avoid this place. It was the worst hotel experience I've ever had. When I arrived, around 8 p.m., the welcome was grumpy. The corridor to my room was dark, the AC wouldn't turn on, and there were no cleaning supplies, not even washing-up liquid, a sponge, or a dishcloth. The room wasn't very clean, and the shower towels had already been used. There was no information card or booklet either. At reception, the clerk was rude and bad-tempered. He tried to charge me EUR 12 a day for the safe, though I later found out it was 2! The whole place looked tatty and needed a deep clean and modernization. Then the shower flooded, and a lot of ugly material came out. I used all the towels to mop it up. I tried calling reception twice for help and got refused. The second time, he said it was too late and there was no technico onsite. He could have told me that the first time. Eventually, they said they wouldn't do anything, wouldn't move me, and wouldn't let me shower elsewhere. Shocking. A maid eventually brought more towels for the floor, but refused to give me any for myself. At checkout I reported it again, but the same man who checked me in said there was no record of it.

Our room, number 320, is unfortunately the one I'll remember at Rey Carlos. The apartment badly needs a full renovation, especially the beds and sofa. The sofa was so dirty that I found food scraps and someone's earrings under the cushions. We know the hotel has renovated rooms, but we were only there four days and I didn't want to move again. Next time I book here, I won't accept an apartment in this condition. On the good side, staff were very friendly and helpful, the lady at the pool bar was always smiling, and breakfast was delicious. The hotel was peaceful and quiet. You could hear music from the Cita Center, but we knew that might happen since it's on a main street. Best wishes to the team, and see you in October.

We stayed for eight days, and the room was never properly cleaned. The one time a cleaner came, she took the blanket from our bed. We were told it was in the laundry and there was no replacement, so we had to sleep without one. We asked several times for cleaning, but all they did was make the bed. No vacuuming or bathroom cleaning. The room was filthy and unlike what we'd booked, with dirty surfaces, a bad smell, and clear signs of neglect. We also asked if someone could wash the dishes because there was no dish soap or brush. They said that wasn't included, so we had to buy those ourselves. We even asked for a knife to cut a watermelon we'd bought, but they didn't have one. The service was unprofessional, the facilities poorly maintained, and the attitude toward guests unacceptable. This was one of the worst experiences we've had. We strongly advise everyone to avoid this hotel.