SILKEN RIO

The reception staff was very warm and kind and did everything possible to solve the problem we had with the room. It is a hotel that has had a facelift, but the rooms leave a lot to be desired, and even more so if it is a 4-star hotel where cleanliness should be a standard. I will not return.

I booked this hotel but, without realizing it, I ended up having two reservations for the same dates and, due to an oversight, I forgot to cancel this one. From the first moment, I have fully accepted that the mistake was mine and at no time have I intended to evade that responsibility. As soon as I realized it, the first night had already passed, but there was still a full day and one night left on the reservation. At that very moment, I contacted both the hotel and Booking to try to find any solution. At no time have I demanded that they refund the full amount (€405). In fact, I proposed alternatives such as a partial refund or even the possibility of enjoying that night on another date. For almost a week, I have had to call Booking repeatedly to follow up on my request, while the hotel gave no response, and that uncertainty has been very distressing. Finally, today, after insisting again, the hotel's only response has been to reject any type of exception. I did not expect the rate conditions to be ignored; I expected an exception to be considered in the face of a human error communicated immediately. I think that is precisely what differentiates a company that simply applies rules from one that, in addition, understands that behind every reservation there are people. I perfectly understand that non-refundable rates exist. What I do not understand is the absolute lack of flexibility and empathy in a case like this. For me, those €405 represent a huge outlay, the result of many hours of work and a very significant blow to my finances. Precisely for that reason, I expected a chain like Eurostars to have room to consider some commercial gesture. That has not been the case. The mistake was mine. This review is not about that, but about how the situation was handled afterward. I believe that when a large hotel chain has room to evaluate an exceptional situation, it also has the opportunity to demonstrate what kind of treatment it wants to give its customers. In my case, the impact of that error has been enormous, and yet, I have not found the slightest human gesture on their part. I travel frequently, both for work and for leisure, and precisely for that reason, I highly value how companies respond when a customer makes a mistake in good faith. After this experience, it is clear to me that I will not stay at a Eurostars hotel again.

Beautiful location right in front of the Sardinero beach. Our room was renovated with a nice bathroom equipped with everything necessary. There is a small balcony. Equipped with a tea and coffee maker. Varied and abundant breakfast in a bright room with a sea view. The Wi-Fi did not work one evening. The staff is kind.