HOTEL DE FILM... A HORROR MOVIE
I had one of the worst hotel experiences of my life here – not just in terms of service, but especially regarding human treatment.
I've stayed at several Htop properties before and always had very good experiences, even in other cities and another location in Lloret de Mar. Precisely for this reason, I expected a minimum standard of respect, professionalism, and sensitivity. Unfortunately, what I found here was the complete opposite.
Upon arrival for check-in, we noticed some delays, which we accepted, understanding it's summer and operations might be overwhelmed. The problem began when it was found that my wife wasn't correctly listed on the reservation. Situations like this have happened before at other chains, and usually, they're resolved simply with a reasonable charge to adjust the room occupancy. In this case, however, they tried to impose an absolutely disproportionate charge, far above what was reasonable, without any flexibility or real willingness to solve the problem.
From then on, the service became deeply hostile. I was treated with rudeness, contempt, and a lack of respect I never imagined experiencing in a hotel. Instead of mediation, dialogue, or an attempt at a solution, the staff member's attitude was aggressive and degrading, as if I wasn't a legitimate guest but an inconvenient and worthless person. What should have been a simple reservation correction turned into a humiliating experience.
The worst part was how it escalated. Security guards were called, and we were surrounded and intimidated throughout the day and night, as if we were committing some crime. I was a recurring, paying customer, just trying to resolve an administrative reservation issue, yet I was treated as a threat. This is unacceptable in any context and totally incompatible with the image of a hotel that presents itself as four-star.
My wife ended up having to sleep on a sofa in the lobby, in extremely uncomfortable conditions, without privacy, dignity, or adequate assistance. Besides being embarrassing, it was profoundly inhumane. As for me, I couldn't sleep after the whole situation, which was distressing enough on its own. To make matters worse, my wife had to endure the cold and physical exhaustion, despite having a recent history of health problems.
What strikes me most is the complete absence of a serious attempt at a solution from the team. There was no mediation, no care, no humanity. There was only rigidity, unpreparedness, and an attitude that, in my perception, also had elements of prejudice and discrimination. As a Brazilian, I felt particularly targeted and treated with hostility, which caused me deep indignation.
This isn't just a complaint about accommodation. It's an accusation of disrespect, intimidation, humiliation, and a severe failure in customer assistance. A hotel can have operational issues, especially during high season. What it absolutely cannot have is inhumane service.
I leave this experience disappointed, indignant, and dismayed. And I say with all sincerity: the standard of service I found here was far below what any guest should accept, and far below what the brand itself promises. I've stayed at other properties of the same chain in different cities, including in Lloret de Mar, and always had positive experiences, which makes this episode even more frustrating, unexpected, and unacceptable.
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