Ruines de Santa

Very disappointing experience. The only positive point of this hotel is its good location. It is advertised as a four-star hotel, but in reality it does not even meet basic standards and feels closer to a one-star property. The staff do not speak English, which made communication very difficult. There was a strong smell of smoke everywhere in the hotel. They changed our room after we complained, but the new room still smelled of smoke. The rooms are very small, very noisy, the beds are uncomfortable, and cleanliness was below acceptable standards. Overall, the hotel did not feel well maintained or welcoming, and it was difficult to rest because of the noise. Breakfast was also disappointing. If you arrive after 8:00 a.m., many plates are empty and the food is not properly refilled, which is unacceptable for a hotel claiming four-star standards. What was even more frustrating was the situation with my family’s reservation. Their booking was non-refundable, but because their flights were cancelled, their travel agency contacted the hotel to request an exceptional gesture such as a partial refund or a voucher. The hotel did not reply, did not show any understanding for the situation, and kept the reservation active. This showed a complete lack of compassion and customer care. I would not recommend this hotel because of the poor service, misleading star rating, lack of communication, uncomfortable conditions, disappointing breakfast, and absence of humanity…