Apartamentos Vilafamés Antic Palau

It’s a beautiful place. We were four, but there were only two large towels and two small ones, so we had to share. That wasn’t a big issue for me, though my wife felt differently, which is why I’ve taken off a star. Otherwise, it would have been five stars all around.

The stay left me with serious concerns about the charges and how they were handled. They charged my card an extra 150€ for a supposedly dirty room, then did it again, making 300€ in total. I wasn’t given any photo or video showing dirt or damage. When I asked what the charges were for, thinking it was a mistake, a man said there had been food everywhere and stains on the floor. I asked for proof, but none was sent. He was rude and said he didn’t want to discuss it, and that I could file a complaint if I wanted. Their policy mentions a 150€ charge if something is damaged, but it seems they can charge that amount repeatedly, however many times they decide, without explaining what’s happening, or until you block the card. I’m still waiting for proof of this “very dirty apartment.” There was also a confusing cancellation after checkout. Booking messaged me that my reservation had been cancelled. Customer service later said the owner had cancelled it and marked it “no-show.” I still don’t know why. After I posted a bad review, they said it was spam and that I had never stayed there. If that’s true, why did I pay 138 euro to stay, plus the 300€ “for cleaning” they took from my card? Their check-in process involved a link to another website, where I had to upload photos of my documents and enter my card details. I didn’t feel comfortable sharing personal and payment information on a site I didn’t know. There’s no soundproofing. You can hear people talking in the next room and walking on the stairs. They also didn’t provide warm blankets. I was there in early September, when it was around 17-18C at night. That’s comfortable for sleeping with the windows open, but the room got cold within 30 minutes. When I asked where the warm blanket was, they pointed me to two blankets: one was a small cotton sofa blanket, more like a big scarf, and the other was a thin cotton bed cover. I spent my second night sleeping in my clothes. Maybe you’ll be fine if you travel with warm pajamas, but I hope they offer something warmer than a cotton sheet at least in December. Check with them first, or bring a sleeping bag just in case. No one smoked in the room. Before leaving, I put three cigarette butts in the bin under the sink. I smoke, but always outside, and I carried the butts with me because I don’t litter on the street and there were no bins. I doubt three butts in a bin, put there 30-40 minutes before I left, smelled so bad that the room had to be “closed in order to clean it properly.”

Really bad experience. The staff were horrible and unprofessional. They charged 150€ for cleaning and took another 150€ from my card as well. Don’t book this hotel!

The staff were awful, unhelpful and unfriendly. They charged money to my card and need to return it. Fraudulent transactions seem to be fine at this hotel, and so do giving the same replies to different reviews. Be polite. Half an hour ago, the reply to my message was different. Please check the screenshot.