Garibaldi23

DO NOT STAY HERE. If zero stars were an option, I'd give the hotel that. We had confirmed a 4pm arrival, but when we got there, reception was empty and the front door was LOCKED. Nobody answered the phone, and my email to the hotel bounced back. Sara, one of the employees, was at least checking Booking.com messages and got the person who was meant to be there to come and check us in. When Silvia arrived, she wasn't sorry at all and was just mean. She said she'd texted me that morning to confirm our arrival time, but she'd actually contacted us on WhatsApp, which isn't the same as a text. I'd already confirmed the time the day before anyway. When I pointed that out, she shrugged and said she didn't see why I was upset because we “weren't waiting that long.” She also said unprofessionally that I “must have been tired” to be irritated. My family has traveled widely and dealt with all kinds of problems and service. Things happen when you travel, but Silvia was the worst customer service person I've ever encountered. All she needed to do was apologize, smile, and make us feel welcome. She did none of that. The room was disappointing too, even though we weren't expecting much, so we booked somewhere else despite knowing we might not get our money back. Sara was the one bright spot: she communicated respectfully and refunded our money. Thank you, Sara. We ended up at Elegant Rooms a few blocks away, which was AMAZING. The property manager, Eva, went out of her way to make us feel welcome and cared for.