El Jardin

PLEASE READ THIS CAREFULLY BEFORE BOOKING. My October 2025 reservation was cancelled within the free cancellation period after I received a third cancer diagnosis and needed major surgery. Booking.com confirmed the cancellation, but El Jardin still charged me and marked it as a no-show. They ignored my emails and Booking.com's messages, including screenshots showing I had cancelled within the allowed period. I felt there was no customer service, compassion, understanding, or basic human feeling. I needed to bring back a car from my apartment in Spain. Once I was declared fit to travel in early December, I booked a one-night stay for 5th December so I could discuss the earlier issue face to face. The reservation confirmation arrived within 24 hours. Then, less than two weeks before the stay, they emailed to say they couldn't honor it because the minimum stay for those dates was two nights. There was no apology or explanation for accepting a one-night booking and then changing that requirement. I sent three more emails and got no reply. I've attached a screenshot of their email. At such short notice, finding another hotel near Santander for a Saturday night was extremely difficult. PLEASE THINK CAREFULLY BEFORE BOOKING. YOU MAY BE TREATED THE SAME WAY. *****UPDATE TO OWNERS REPLY**** ABSOLUTE GARBAGE. THE HOTEL IGNORED MULTIPLE MESSAGES FROM ME AND BOOKING.COM. I made the first reservation through Booking.com, so the hotel's comment about not hearing from me is irrelevant. The cancellation was made through Booking.com and confirmed within the free cancellation period. If the hotel doesn't want to pay Booking.com commission, it should remove its listing. I did make a second reservation for one night directly through the hotel website, and it was accepted and confirmed. If the minimum stay was two nights, they shouldn't have accepted it to begin with. The rest of the reply is just excuses. I don't understand why the hotel responds at such length to a negative review when it ignored all those emails that might have caused it financial inconvenience.