Beautiful hotel, but the staff . . !
Posted Feb 5, 2016
It is a real shame that such a lovely hotel is run by staff who have never heard of customer service.
At reception, we were given the key, but not told where our room was located (up three flights of stone stairs with no lift) or given any information about meal times etc.
Small point, but when we ordered our G & T prior to eating in their restaurant, I asked if there were any olives or nuts to accompany them and were told 'no'.
In the restaurant they brought the wrong meals and we waited from 8.0 pm until 9.30 for our main course to arrive (very well cooked and tasty when they did appear, though, as was the rest of the meal.)
As we left the restaurant, I asked at reception if it was possible to have a small glass of milk and was told 'no, this was not possible unless we had a litre!'
At 8.30 am the following morning we tried to check out. We had been watching the reception area whilst we had breakfast, but no-one was on duty. We asked the waitress, who shrugged and said 'ten minutes, maybe?'
We knew how long the Spanish 10 minutes could be and told her that we had an appointment and wanted to check out now. She shrugged again and turned back to clear the breakfast plates.
It is a real shame that the staff are so rude and unhelpful as apart from this (and the lack of lifts, in the case of anyone infirm) it is a lovely old hotel with a wonderful restaurant, free parking and generally good clean rooms. This said, the sofa in reception was very dirty.