“Habitación esta bien , el spa es muy cutre y los desayunos sin más”

“The people are 5 stars, but even the best staff cannot provide an amazing service if there is a core issue.The staff was all welcoming and professional, but the overall standing of the hotel was not what we expected. Actually, it was far below our expectations. It is more of a 3 stars hotel currently, and the lack of hygiene is inacceptable no matter the number of stars. It is way too expensive for what it is - in our case anyway.We asked in advance for twin beds and got instead a double bedroom. When we asked to change, we were put in a room that seemed like a huge downgrade, on the ground floor at the back of the hotel. In this room, the floor was not very clean. We could visibly see that it had not been properly hoovered. The next day, even after the room was serviced, the floor was still not cleaned. In our bathroom, there was only soap and shampoo. We are used to having conditioner, lotion, and more in other 4 stars hotels. When I asked reception for conditioner, they gave it to me. Only to realise later it had been charged to the room. The sink was almost blocked, while the tap was splashing water around. In our room, there was no documentation about the spa or room service. It is very unusual. The hotel overall lacks communication, documentation, indications.We paid about 380£ for 2 nights.The swimming pool and floors were also not very clean, we found chunks of hair near the sauna. The steam room was not available. We were offered one towel - no slippers or bathrobe.At the bar, it is nowhere written that it is service at the bar. We waited a while before realising we had to go ourselves.We feel that your staff is lovely and doing their best, but the overall experience is just disappointing. The details are not there.My friend and I have both been to 4 stars hotels in the past before, and this was definitely a different experience.We are disappointed and would neither recommend the Hotel nor come back, unless something really changed.A few positive points to conclude: Excellent cocktails Great location for visiting Kind and professional staff (although somewhat helpless- see above) A hotel with a lot of (unused) potential”