Sotogrande Neopolitan Hotel

Most of the linens were old and torn, and the property felt badly neglected. It’s a real shame given the brand name, and it left me feeling there was no standard. We didn’t see anyone looking after the public areas or facilities. We had so many concerns that we called reception and asked for a supervisor. Two men came, one in a black polo and the other in a fraternity shirt. When my wife asked who the second man was, he said he was the room attendant. They agreed the room counted as ready because no supervisor inspects it. It was plainly neglected, to the point that motels may be cleaner. We’d booked two adjacent rooms for the family. Check-in was at 14:30, but our room wasn’t ready when we reached it after 15:00, so we had to squeeze into one room while waiting. We only moved in after 5pm, and no one told us it was ready until we asked reception. The room was said to be ready. See the photos of that “ready” VCI, meaning Vacant Clean and Inspected room. The first person who handled our complaint was a sales associate and didn’t really ease our disappointment. There wasn’t even a customer recovery plan. The next day, before checkout, a front office associate listened with more empathy and took photos of our concerns, kudos to her. Will we return? No, not until they fix what needs fixing.