InakiIzaola
Google
Incredibly nice and spacious room. The comfort of the bed and the room, in general, was top-notch. The hotel is pretty nice, has a sweet familiar/boutique vibe, and is located in a lovely square. Breakfast was not excellent, but they do cook your eggs and squeeze fresh orange juice for you.||||There were 2 main things not working: the handle of our room door, and (most importantly) no hot water during our 2 night stay due to a failure in their boiler. While we do understand that things may break and hotels may have issues, what we did not like at all was the way that the staff handled it:||||The young man checking us in knew about the door of the room not locking until you did a trick with the handle, because it was broken, but he did not mention anything even after escorting us to the room. It was not until we struggled to lock our door for a long time and went to him again that he said that yes, it was broken, and showed us a trick to get the door locked by grabbing the handle in a certain way, he said they needed to fix it. Again, I have no issues with something being broken... but if you know about it, tell us without us needing to ask for it.||||Same... even worse, with the lack of hot water. We waited for several minutes for the hot water to come out... no luck. When we went down to him to ask for it, the same thing happened: he admitted knowing that there was an issue with the boiler and knowing that there was no hot water. He should have let us know about it as soon as we checked in on a night with 7 Celcius of temperature. But instead, he just waited until we asked about it. The following morning, we reported it to the woman at the front desk, who said that they were trying to get that fixed. That second night, it was not fixed, and the guy who seemed the owner apologized and said that we would definitely get compensated for that (either a discounted pricing, or a restaurant discount, or a bottle of wine... he would figure it out). That night, we had dinner in the restaurant, paid our bill, and went to bed (no shower for the second night in a row). The following morning, during checkout, the woman at the front desk billed us the full price of the booking. I asked if her manager mentioned anything about a discount or compensation for the lack of hot water, as he promised that to us the night before. She said we already got a discount for dinner, which was false (attaching receipt), and then she said that she was unable to reduce the price since it was a booking.com reservation and offered us a bottle of olive oil. I rejected it since we could not carry liquid in our plane, then she offered a pen and a lighter, which seemed like a joke to me. Yes, she apologized and tried to find a solution, but too late. They should have acknowledged the issue in advance, and I am not asking for compensation... but if the manager promised either a discount in dinner or in the booking, at least stick to your promise.
