Guest User
June 1, 2024
*SUMMARY* I originally wrote a review about the hotel being lovely and peaceful but said that the management continually gaslight you if you have any issues. I note some other reviews have said similar things. In the management's replies to some other negative reviews, they deny things that happened or shift the blame to the customer. This is a good representation of how they behave at the hotel. I note since I pointed this out in my original review in mid-May 2024, they have started to miss out responses to any reviews that aren't five star! In line with their usual approach, I was expecting a gaslighting response to my original review. What was shocking is that, in order to deflect from the actual issues, they replied to my review with completely made up things e.g. that I told them I suffer from very bad insomnia! I do not and I did not tell them this. This made me change my rating and update my review to warn people. The management fabricating things to cover up genuine issues is never acceptable. I will leave whatever made up things they put in their response to this review as it only adds credence to what I'm saying. I know any reasonable person would be able to see the pattern in their responses to criticism, and that professional management do not behave like this. My issues were actually relatively minor (I'd originally given a generous 4* despite everything) so I'd hate to think what they'd make up if a customer had major issues. I should also point out they hid the existence of a complaints form, which they claim you can only get from reception, until after we left the hotel. This is despite my emailing a formal complaint on day 2 and asking what the formal procedure was on day 4. I've since read that hiding the complaints form is a serious thing in Spain so it's another indication of what the management will do to avoid acknowledging issues. They claim that telling me to go reception if I have any other problems instead of emailing (i.e. avoiding a email trail) was the same as informing me about the complaints form! *DETAILS* At this point the issues themselves don't really matter. It's the management response to them that was the problem. However, I'll include them here for completeness.. 1) We had a faulty electrical box in our room with a buzzing that got increasingly loud after you switched on the electricity with the hotel card. It got really loud during the night. This made it difficult (but not impossible) to fall asleep and I sent a two sentence email at 11pm the first night. I'd actually fallen asleep at 8pm as we'd returned to hotel early that night after being tired from our early flight. This email wouldn't be a big deal for normal hotel management. I even explained we'd noticed it within an hour of checking in, and didnt want to make a fuss, but that it had become much louder. Throughout our stay, they kept claiming that they'd check it out or had fixed it when they hadn't. Eventually, when I told t