Claudia P.
Google
Unpleasant stay due to staff treatment.
The hotel is nice, clean and located in a quite part of the Benasque Valle.
Three out of four ladies from the hotel staff were nice and supportive during my stay while my boyfriend was feeling ill, helping with organizing breakfast inside the bedroom, towels etc.
However, very unfortunately, in one of the days, I brought lunch from outside as it would be more convenient for my boyfriend to eat inside the hotel than leaving it. We sat in the area dedicated to breakfast and, as I haven’t seen anyone from the staff in the area at that moment, I went to the kitchen to pick up a plate (there was no sign of do not trespass).
One lady from the hotel appeared and explained that the hotel was not allowed to serve meals other than breakfast and she was supportive in providing the plate after I explained I didn’t know we could not use the area with food from outside and explained that my boyfriend was not feeling well.
In order to help leaving the table cleaned, I left the plate inside the kitchen after we finished. At this moment the fourth lady from the staff, an older one, appeared and said I was not allowed to enter the kitchen. I apologized and explained what happened, all in Spanish (not my first language).
Surprisingly, she said that she didn’t know from what country I came from, but I had no manners and invaded a private property, that she saw me during the breakfast taking the leftovers upstairs (I had the cake and orange juice I hadn’t eaten to my boyfriend) and, even though I apologized many times, she continued saying rude things that made me feel very uncomfortable. Due to this, I decided to leave the hotel immediately, shortening my stay in one day.
I have been traveling internationally for many years and staying in hotels, B&B etc in many different countries in America and in Europe. I must say that I’ve never experienced such treatment. Usually staff are available, but if not and if something goes differently than what the place likes, understanding, explanation and politeness were always part of the conversation. But not with this specific staff from hotel La Neu.
