Stacey_BBR
Google
Very disappointing five-star experience, especially regarding vehicle damage||The most serious issue of our stay at El Lodge was that our car was damaged while in the hotel’s care. Upon arrival, we handed over our car and keys to the hotel. At check-out, we were asked, “Have you seen what has happened to your car?” and were then shown that the side mirror had been broken off by one of the hotel’s suppliers. We were never informed when it happened, received no apology, and no solution was offered. I was told it would be referred to insurance only after I asked. More than a week has passed, and despite multiple follow-ups, the hotel has not contacted me once to apologize or confirm whether insurance has been activated. I have requested to speak to a manager or supervisor four times, and no one has contacted me.||Unfortunately, the rest of our New Year’s stay (we occupied five rooms) was also far below five-star standards. Every day between 16:00–18:00 there was no hot water in our rooms. Each time I called reception, I was told it would be checked, but no one ever called back or came to the room. On one occasion, after the children came out of the outdoor pool freezing, I had to fill the bathtub using a kettle due to the lack of hot water and response.||The kids’ club was poorly equipped, and on the second-to-last day a pipe burst, flooding the area with foul-smelling water. We received no information about reopening or safety measures.||Dining was consistently problematic: at El Lodge and Maribel, not once did a complete order arrive—there were always missing sides or even a full meal. One waitress at El Lodge (long dark hair) was repeatedly rude and hostile, including during the very expensive New Year’s Eve dinner, and appeared irritated by our baby strollers despite us clearly stating in advance we had two babies and a toddler.||We were also misinformed about indoor pool access. Before arrival, we received written confirmation that children were welcome; on arrival, we were told access must be booked and was limited to 9:00–10:00, which was never communicated in advance. Room-service coffee orders never arrived, and others in our group experienced similar issues.||Overall, this was a deeply disappointing and poorly managed stay, especially given the price and New Year’s timing. The lack of professionalism, communication, and accountability—particularly regarding damage to our vehicle—is unacceptable. I am still waiting to be contacted by management to see if anything has been done about the insurance on my vehicle and after asking every single day this week, via phone, email, facebook, I have still not been contacted.