Worst hotel i ever visited!!!
This is supposed to be a pet friendly hotel. I called especially to check if everything is fine to travel with my very small 2 kg pomarian doggy. And yes everything was fine i just needed to pay 15 euro a day and 50 extra cleaning. Well thats absolutely no problem i said. So i was a bit surprised when upon arrivel a got a letter where my dog was allowed and that was nowhere exept for his room and i needed to carry him through to the lobby so that his perfect paws couldnt touch there holy hallway pff....! I was a bit pissed that on a relaxing holiday with my dog and elderly father i was expected to lock my dog in my room for the day also no barking in the room! Fine so i ordered roomservice because i didnt feel like leaving him alone on his first night after a 5 hour flight. Little fellow can handle so much on one day. I called 3 times and after 1,5 hours still no food and no wine nothing! When i went by reception they shrugged and said roomservice was occupied mayby they could have called. In the end i had a lovely simple pizza margherita across the street from the hotel with my dog and father. Next day i got a call from suzannah the public relationsmanager. I thought so she could apoligize for all the mess-ups but no i got a preech about the rules for my dog and that he wasnt welcome in the breakfast area, poolarea, bars, restaurants etc and that i didnt agree we could leave! Oh and a small excuse about the roomservice mess. I was in shock!!! I have been a LHW member for as long as i can remember, i have travelled all over the world in mostly 5 star hotels and NEVER EVER have i been treated this BADLY by a manager! I have no words to describe! So i left (we had 2 connecting rooms) and never coming back! The hotel is outdated and needs to be refurbished and beds are horrible to sleep on. The only good thing housekeeping and staff at pool and breakfast is that they absolutely loved my little doggy. My advice dont go there. Pool is also small and garden not that special!
Hotel Botánico
Dear Guest, Thank you for your constructive feedback of our hotel. We appreciate your comments and thorough review. We are conscious that it’s this information what allows us to improve the service quality for our guests. I would like to note that our colleague Helena has been talking you by phone before your arrival and she has informed you that pets aren´t allowed at the common areas of the hotel. We are long tradition animal and nature lovers and know how important your pet is for you. They are therefore very welcome at our hotel. Moreover and as we also aim to offer our four-legged guests a comfortable stay, we provide them with a kit that includes a pet bed, water and food bowls which will be at their entire disposal during the whole stay. However, considering the explicit opinion of the majority of our guests, we have established a few simple guidelines that involve a few restrictions into public areas and that seek to ensure all our guests a peaceful and pleasant stay. This information has been briefly explained to you over the phone by our reservations manager and thereafter in the letter you have been handed upon arrival. I kindly apologize if there has been any misunderstandings and for the inconvenience this has caused you. We deeply regret not having been able to offer you the enjoyable holiday you always aim to, but assure you that pets have always been accepted in our hotel and their owners have always been very comprehensive. Regarding the room service, I would like to express my sincerest apologies for the delay and inform you that we have already implemented the necessary measures to improve our service and to offer our guests the excellent service we are known for. The entire hotel team and I remain at your disposal for any further details you may wish to share with us. Yours sincerely, Gustavo Escobar Hotel Director