Standards slipping
The Botanico for me is one of my favourite hotels it is the epitome of high quality, rest and relaxation - unfortunately on this occasion it was severely lacking. The good points - Jose Luis, Pedro, Tania and Marie Cruz in the bar were excellent - attentive service with a smile and hard working - they are a real asset to the hotel. Now the bad points - during my stay there was refurbishment of the main terrace area which meant all day drilling, hammering and constant noise. At no point during my stay or booking was I warned of this and to be honest it completely ruined my only day by the pool (at over £250 a night a bit of courtesy to be told would have been nice) The pool area - lawns not cut, areas out of bounds covered by screening - it's just looking tired and unkempt. I think corners are being cut on quality - even the drinks coasters in the bar are now cheap and nasty ! The hotel was so quiet would it have not made more sense to close the hotel for one month and do all the refurbishment in one go ? Breakfast staff - very disappointed - no one to show you to your table, then having to hunt around for a waitress to take my drinks order- clearly not the 5 star service which it used to be. I understand there is new management - i have to say I am not impressed. I come back to this hotel 3 times a year - next year I may reconsider. 3 star definitely not 5 star any more
Hotel Botánico
Dear guest, we sincerely appreciate our guests feedback and therefore thank you for sharing your experience on TA. We are conscient that you had already shared some of the thoughts mentioned on your review with our PR when you checked out. It would however have been of great help to hear all the points from you personally, in order to have the opportunity to revert your experience during your stay. You are a loyal guest to our hotel, which we deepely appreciate, and know that our guests' wellbeing is a must and our priority. We also praise the excellence in service and strive to maintain our high quality standards. We therefore regret not having met your expectations on this occasion and apologize for the nuisances. We had to undertake an urgent reparation to solve an isolated technical issue that has been accomplished with maximum speed in order to avoid further inconveniences to our guests. We would also like to inform you that the grass is cutted once a week and that the coasters have been ordered but unfortunately there was a delay problem with our supplier. Please accept our apologies for all the inconveniences. We will address our attention to the service in the breakfast area and trust that we will be able to offer you a more enjoyable experience during your future visit and that you will reafirm your confidence in us. We look forward to welcoming again soon are are sure that your next holiday will be a most positive one. Kindest regards, Gustavo Escobar Hotel Director