Tio Pepe

Super central hotel and its excellent location. Next door has cafeteria and restaurant areas, the beach very few meters away, easy to reach the castle and move along the boardwalk. Excellent value for money, little to object to. Quiet and noiseless, it has air conditioning and dryer. Especially grateful to let you in early.

Yesterday I lived, without a doubt, the worst experience I have had in a hotel in my entire life, and that I travel frequently for professional reasons. It all started when we couldn't even access our room because the card wasn't working. We went down to reception hoping for a quick fix, but what we found was just the opposite. We took the opportunity to confirm that the room was with double bed, just as we had expressly booked (and paying more for it). To our surprise, the receptionist told us they were two single beds and, from the start, adopted a completely defensive and unprofessional attitude. When I showed him the reservation where it clearly indicated a double bed, he simply said that “that was not his problem” and that his system said otherwise. No intention of helping, empathizing or seeking a solution. After discussing for a while with probably the least resolute person I’ve encountered in the sector (and work in it), we decided to contact the booking platform’s customer service, who did show interest in helping us. Even so, we failed to ensure that the original reservation was respected. Throughout the interaction, the treatment was absolutely unacceptable: he accused us of lying, stating that we had entered the room because he “had heard the door”, with a clearly threatening tone. I even suggested you check the cameras if necessary. I explained that, after many trips, nothing like this had ever happened to me, to which he replied completely out of place: “oh, we who don’t travel are fools or what”. A completely absurd and offensive comment. After wasting almost two hours trying to solve the problem by other means, we returned to the hotel, where the situation was even worse: he laughed in our face and, with a sarcastic tone, mocked us for not having achieved anything. A humiliating and unbecoming attitude of any professional in front of the public. When I rebuked him for his behavior, he crossed an even more serious line: he decided to cancel our reservation and process the return WITHOUT our consent. I repeat: we were de facto expelled from the hotel by unilateral decision. Something completely unacceptable. To make matters worse, in requesting the claim sheet, he flatly refused to provide it to us, claiming that “we were not customers”. A false and illegal claim. After several refusals, we were forced to call the police, who clearly indicated that they were obliged to provide it to us, regardless of whether we were clients or not. Finally, in very bad ways, he threw it at us over the counter. Of course, we have already processed the corresponding claim in Consumer. In short: vexatious treatment, total unprofessionalism, non-compliance with the reservation, unilateral cancellation without consent and refusal to provide a claim sheet. A chain of events that is absolutely unacceptable. I sincerely hope that no one else will have to go through such an unpleasant experience as my partner and I suffered. It is simply inadmissible.

Although the hotel is not located directly on the beachfront, it is only about one hundred metres from the sand, making it extremely convenient for enjoying the sea. Its location is also excellent for visiting Peñíscola’s historic walled old town, which is no more than a ten-minute walk away. Even during the low season, such as in February, there are still restaurants, shops and other businesses open in the area around the hotel. The hotel itself is a small, three-storey building, but it is modern, very well maintained and in excellent condition. Cleanliness is evident from the moment you step into the small reception area, and this standard is consistently maintained in the stairways (there is also a lift), the corridors and the rooms. Our room was also small but perfectly adequate, comfortable and spotless, as was the private bathroom, where everything was immaculate and in perfect working order. The heating, hot water and Wi-Fi all worked perfectly. Altogether, this hotel offers excellent value for money. We would also like to highlight the kindness of Mrs Encarna, who kindly waited for us until 11:40 pm on the day of our arrival, even though reception closes at 8:00 pm. For all these reasons, we would not hesitate to stay here again if we visit Peñíscola in the future.