Rocio
extended_group · Aug. 2026
I would have given our stay 5 stars, as the hotel itself is beautiful and we had a wonderful experience overall. Unfortunately, our last day was completely overshadowed by an extremely rude and inconsiderate front desk manager. (Only her because all the rest of the team was very helpful during our both stays) I had a reservation through Booking.com for an accessible room with a roll-in shower through Monday, August 24, as well as a second room through Sunday, August 23. Despite having clear confirmation of this reservation, this manager insisted that we had to check out of the accessible room on Sunday because, according to her, the hotel had made a mistake in their system when assigning the rooms. My father has been in a wheelchair for 30 years. A roll-in shower is not a preference or a luxury for him, it is a necessity. Without an accessible shower, he simply cannot bathe. Our Booking confirmation clearly showed that the accessible room was reserved through August 24. What was most upsetting was not only that this manager refused to find a solution to a problem caused by the hotel, but also the way she treated us. While I was trying to explain the situation, with my father sitting next to me in his wheelchair, she asked me to step aside so she could continue assisting other guests with their check-outs. Her attitude was dismissive, disrespectful, and completely lacking in empathy. It is incredibly disappointing that a hotel this beautiful would allow a guest with accessibility needs to be treated this way. Accessible accommodations are a necessity, not something that can simply be taken away because of an internal hotel error. The rest of our stay was excellent. Management should seriously reconsider who they place in a front desk leadership position, especially when that person is responsible for handling situations involving guests with disabilities. If the hotel is unable or unwilling to honor the room type and dates confirmed through Booking.