Canelobre Caves Tours

Great hotel with lovely staff

I booked well in advance of my stay. The hotel then undertook some major renovation work that was not publicised at the time of my booking. I found out by accident a week before I was due to go. I contacted expedia who contacted the hotel. They just said tough you didn't book a refunable rate. When you book something that includes exclusive areas if you can't offer them, for whaterver reason, you need to inform your guests and give them options. This was such poor customer service. As for the hotel itself there is major renovation going on. The staff were very good. It appeared there were only two elevators for the whole hotel there were long waits for these. I'm not sure the room I had would actually be part of the level if it was where is the seperation of the rooms in the hotel ? The exclusive level pool is currently a building site. The lounge is moved to a room downstairs nothing like the promised lounge. Although I thought the staff in there were excellent. Overall I definately wouldn't go to the level during the work and won't return to the hotel due to the total lack of information about the renovation prior and major lack of customer care.