Our stay was disappointing from the start, as we were told we would be contacted when a room was ready yet heard nothing and on returning found it still unavailable. The room we were then given was at the very end of the hotel with part of the route lacking lift access, which made carrying luggage genuinely impractical. When we requested to move, two maintenance staff discuss with the hotel staff member (Eduardo) our move joking remarks about the next room being just as far, and laughed about us, it was incredibly rude considering we were standing right behind them. The second room had heating that repeatedly failed, no extra blankets were provided and the hotel phones never worked, so every issue had to be handled in person, we waited for 20minutes or so of our holiday just to speak to a manager. Having travelled to more than 30 countries, this fell noticeably below four star standards and, despite raising everything with management, nothing was resolved and we still have no response to our complaint.
