H Top Caleta Palace

Our experience was extremely disappointing, particularly because our confirmed reservation was cancelled one day before arrival and the money we had already paid was not refunded. We booked a room one week in advance for two nights and paid €432.86 at the time of booking. The total cost of the reservation was €672.68. However, for no valid reason, the hotel cancelled our reservation just one day before our arrival. We tried to contact the hotel several times by phone and email, but unfortunately, we had great difficulty communicating because nobody we spoke to could communicate with us properly in English. Despite the cancellation, we went to the hotel in person because we still wanted to stay there. We were told that the balance available on our bank card had supposedly been insufficient, which was the reason they gave for cancelling our reservation. This was not true. We showed them our bank account balance for that specific day, and it was clearly sufficient to cover the payment. The hotel then told us that we had to make a new reservation and pay the full amount again, while they would supposedly investigate what had happened with the original reservation. We did it and as a result, we paid the full amount for the room again. This was especially upsetting because the day we arrived was our birthday. We had been looking forward to celebrating it during our holiday, but instead, we spent our special day dealing with a stressful and disappointing situation caused by the hotel. We find this treatment completely unacceptable, especially for a hotel of this standard. The lack of communication, the cancellation of our confirmed reservation without a valid reason, being required to pay again, and the refusal to refund €432.86 we had already paid for the original reservation have left us extremely disappointed.

The location is amazing. The hotel needs a renovation, it is a bit old

The hotel is allocated by the beach, with swimming pool and bar outside. The rooms are very spacious and we had a view from our window to the beach. Staff very friendly and helpful, great service and tasty food.