Hotel Boutique Al- Ana Marbella

We had a bad experience with the Al-Ana. The reception was unfriendly and the hotel seemed dingy and outdated. We reserved a room for three people, but there was no bed prepared for our daughter. When we unfolded the sofa bed, it was very dirty (sand and dead bugs). There was a lot of dust and dead spiders on the floor, and the room was crawling with ants. We then packed our things - even though we had already paid for three nights - and left straight away. When we asked for at least a partial refund, we were referred to the owner, who never responded to emails. A good piece of advice: find another hotel if you want to have a nice holiday.

Staying at this well positioned quirky little hotel had some hidden dangers including, rudeness, culture shock, no understanding of service at this price, inability to negotiate and a language barrier. We booked a stay at this hotel through booking.com. The owner confirmed that we would stay in a garden room, the price of which is for 163 euros a night for 8 nights. We arrived to find our room had been given to somebody else and we were given an alternative room. The attitude of our host lady was not empathic and gave the feeling that we should feel grateful for the bigger room. The day before the end of our stay we came to settle the bill and was charged 183 Euros a night which was 163 more than we had booked. They couldn’t explain why this was more. More shocking was the behaviour of the Ukrainian Lady who had been left in charge of the hotel. The way she spoke to us was intimidating and arrogant and unacceptable. She was not interested to listen to our reasons but just kept repeating, you must pay what Booking.com says not what we had renegotiated with the owner. She told us that the owner had told her to call the police. What kind of threatening communication and behaviour is this. WE WERE TREATED LIKE CRIMINALS. Such an aggressive behaviour I have never experienced. Where does this culture come from? This young lady would have no chance to survive professionally in Switzerland. We told her to speak with the owner to find a solution and we would come in the morning when we checked out. It seemed that when a situation arose which was a little more challenging and required to be handled with more sensitively this aggressive behaviour displayed itself. This was shown again when she puffed in my husband`s face to show her displeasure. WOW! We couldn`t believe it. The next day we went to settle our bill to find the main door had been locked, a young man from Latvia was there to make sure we didn’t escape and when I asked why I was told because this had happened before. What criminal energy, just because we questioned the correctness of a bill!!! Is this really an acceptable culture here in Europe. Difficult to write the whole experience here but this is not a cheap hotel at over 200 euros a night with an extra 30 euros for a breakfast, offered with limited service. We have travelled extensively and never been subject to such treatment where the customer`s opinion has never been considered. We will certainly take this up with Booking.com

I was expecting more from this Hotel. Its not a 4*. We checked in no welcoming drink. Tired after a long journey. We only were staying for a few nights just wanted to check in and make the most of are stay. 2pm we arrived to be told we can't check in till 4.30 as the rooms were bring cleaned still. This was ridiculous not happy at all. Had to hang around and wait. The couple before us complained some how they hot checked in straight away thst wasnt right? Rooms were OK . Pool area dated. Breakfast was not great at all very limited selection bread was frozen not fresh. Coffee did not taste nice. Disappointed for how much we paid. No special touch here...