Hotel Santolivo by Lumina

The hotel and its facilities are very nice, but the staff's lack of clear communication and attention really let us down. We manage apartments and Airbnbs ourselves, so we know unexpected problems can happen. What matters is how they're handled, and there was no real solution, follow-up, or even small gesture here. We'd booked and paid for a double room with a terrace. Before arrival, we noticed the confirmation showed a room without one, even though the price matched the terrace room. That same day, the website still listed the double room with terrace at the exact amount we paid, so there may have been an error in the system. At the hotel, instead of helping us sort it out, they said our booking wasn't for that room. After we insisted, they said they'd give it to us, then told us it wasn't ready because the apartment owners were checking in first. It left us feeling the room hadn't been ready from the start and that they weren't being straight with us. It was already late, so we let the issue go. The next morning, the whole hotel had no water. We were told it would return “in a couple of hours,” with little explanation and no follow-up or attempt to make things right. The place has a lot of potential, and I hope service and problem-solving improve, but they still have a long way to go.

The staff were top-notch, and the rooms were very well equipped. The hotel is brand new and close to the center and the best vineyards in Parras. I had an amazing weekend and would definitely recommend it.