Nevasur

ABUSE AND BAD FAITH: Unjustified cancellation to ensure a higher price Rating: ‐ (1/5) Very careful with the professional ethics of this hotel. We had a reservation from December for February (6 people, 1,595,80€). Two days before the trip, we updated the card in Booking after a loss and immediately the system confirmed it. However, the next morning, the hotel cancelled the booking on the grounds that the card was “not working”. Most outrageous was the management of the hotel:     1 When calling desperate (with flights and lessons already paid for), rooms no longer appeared on Booking. However, the lady who attended us opened "kindly" two rooms that just remained: they happened to be ours.     2 We were urged to immediately confirm the new booking for €2,547, claiming that if we didn’t we were out of them because they didn’t stop receiving calls due to high demand.     3 For this new booking, they used the same card they said "didn't work" on Booking. They accepted it without the slightest problem to guarantee us the rooms at the new price (almost 1,000€ more expensive). It’s a glaring manoeuvre: taking advantage of the heavy snowfall in the Sierra Nevada, they canceled our budget rate citing a non-existent problem with the card to resell our own rooms at the gold price and without the Booking commission involved. They have refused to give us proof of the alleged banking error because it does not exist. They have taken advantage of the vulnerability of a family within 24 hours of travel. Do not book here if you are looking for an honest establishment that respects your commitments.

I booked at Hotel Nevasur (amount approx. 300€) for a trip that aimed to ski in Sierra Nevada. The reality: the tracks were cancelled/closed due to weather on more than one occasion, something totally out of my control. I contacted them in advance explaining my situation clearly: the trip no longer made sense and, in addition, I return to London on Monday, so I could not simply “change dates” as if everything was flexible and easy. The response from the hotel was cold, inflexible and not supportive. They did not offer a reasonable solution or a minimum of empathy: no cancellation without penalty, no partial refund, no realistic bonus that suits my situation. Just a “no,” period. The worst is the feeling that they take advantage of the cancellation policy even when the cause is force majeure, keeping the money even if the service loses its meaning for the customer. I do not recommend this hotel if you value humane treatment. A serious business understands that there are exceptional circumstances and seeks fair alternatives. All that mattered here was withholding the money. If you’re thinking of booking, do yourself a favor: look for accommodation with more reasonable policies and a minimum of consideration for the client.

It was cold, they have no dryer, the radiators are super old and do not heat and there is no heating for the cold that fills in winter.