Hotel Casa Alvarada

We planned carefully before trying to stay here, asking about parking and bringing our pet. We also agreed to reserve directly with the hotel, as they said it would help them avoid booking.com fees. The pet rules should have been explained before booking, including the extra cleaning charge even though the reservation says the pet stay is included. After we waited for confirmation, they told me an hour later that someone else had booked the room. They apologized for the inconvenience, but offered no alternative room or solution, didn't acknowledge that they had left it available for someone else, and then stopped replying. We could have booked it ourselves, but had honored their request to book directly. It felt like they had no interest in helping us sort things out. Very disappointing and bitter experience. I have worked in service my whole life, and we would never treat a customer this way. I hope this isn't what to expect from their origins, but I'd be cautious about relying on this hotel if another problem comes up. Luckily, we found another beautiful boutique hotel in town where the staff made us feel welcome and we had a fantastic stay. Edit: Their response only reinforces my review. They still haven't taken responsibility or offered a solution, just excuses, or stopped responding. Their “years of experience” don't seem to have taught them what customer service looks like today. I'm glad we didn't stay here.