CROSS ELORZ

My experience at the hotel even if it wasn't me that was there was extremely disappointing. A friend with her two children aged 7 and 12 travel by car from Paris to Malaga. You ask me to book a room with 3 beds around Pamplona. I find this hotel and prepare to make the Reservation. At the end, I call the hotel to make sure everything is correct. And a very friendly person, confirms me and even gives me a Reservation Number for a room number you give me at that very moment. I also advise that the person staying, arrive late at night as they make the trip Paris Malaga and have had a setback. My friend arrives at about 1 am on the night of July 12-13, confident that our Reservation of a room with three beds would be ready and in perfect condition. However, upon arrival, they find a totally unacceptable situation: they were housed in a room with the beds disassembled, unmade and, to top it all off, there were only two beds instead of the three we had reserved. And the room the lady had given me in the morning was occupied. Which they discovered when they opened the door to let the family through. The occupant of the room must have been scared to death!!! After a long day of traveling, the last thing a mother with two children needs is to face this kind of disorganization and lack of professionalism. Worst of all, there was no gesture from the hotel to compensate for this serious mistake. Not a proper apology, or even an attempt to make your stay more comfortable. This level of carelessness and lack of customer service is unacceptable for any establishment that prides itself on offering good service. Unfortunately, this experience has left a very negative Impression about the Pamplona hotel, and I would not recommend it to anyone looking for reliable and comfortable accommodation.

On July 12, due to a "computer problem " we were assigned a room already assigned, so at 1am with 2 young children I open a room already occupied where people already sleep. The receptionist thus seeing me with the 2 children does his best to find me a room, finally after 45 minutes it will be a room with 2 beds instead of a triple room, the beds are not even in place, nothing is done, no sheets, no towels, no pillows. So at 1am we set up the room so we can use it. The next day we were told not to be able to register a complaint, to call back the following week because a complaint was made to the IT tour operator. Today we recall, and here it is a vast fumisterie: we are told that no claim is possible because they said they finally benefited from a triple room as agreed, which is false, a number that was not that of the room to support. And of course we refuse to make a gesture, if only to adjust the Award of the room. Never again this hotel. A computer problem happens. Such poor customer service, on the other hand, is unacceptable. On July 12th due to a "computer problem" we were allocated a room that had already been allocated, so at 1am with 2 young children I opened a room that was already occupied where people were already sleeping. The receptionist saw me like this with the 2 children and did his best to find me a room, finally after 45 minutes it was a room with 2 beds instead of a triple room, the beds weren't even in place, nothing had been done, no sheets, no towels, no pillows. So at 1 a.m. we had to get the room ready for use. The next day we were told that we could not register a complaint as the price had not changed. We were told that no discount could be made as we had finally been given a triple room as agreed, and we were given a number which was not that of the room. And of course they refuse to pay any compensation or even pay the price difference between twin beds room and triple bed room. I will NEVER use this hotel again. Such poor customer service is unacceptable.

The worst hotel night of my life. On 12 July 2024, I booked a room at the hotel and paid for it the same day around 4.30 pm by credit card. To my surprise, when I got there, a couple was sleeping in my room, which also happened to be their room. They had booked it twice! When I asked to speak to a manager, I was told that he was not available at weekends and that I had to open a complaint form, which of course I complied with. In the end they ended up giving us a dirty room, they took the sheets off and gave us clean ones so that we could make our own bed. This morning, after calling several times to get our money back and get an explanation, Vanesa (from the hotel) told me that she had to talk to a manager, but she didn't give me any solution either. Bad service, bad management, bad after-sales service. Not recommended at all. La peor noche de hotel de mi vida. El pasado 12 de julio 2024, reservé una habitación, en el hotel y la pagué el mismo día sobre las 4.30 pm con tarjeta. Cual es mi sorpresa al llegar a la misma que estaba una pareje durmiendo en mi habitación, que resultó que también era la suya. La habían reservado dos veces!!! Al pedir hablar con un encargado, me comunican que los fines de semana no está, que abra una hoja de reclamaciones que por supuesto cumplimento. Al final nos acaban dando una habitación sucia, nos quitan las sábanas y nos dan limpias para que hagamos nosotros la cama. Esta mañana, tras llamar varias veces para que nos devuelvan el dinero y nos den una explicación, Vanesa (del hotel) me comunica que lo tiene que hablar con un encargado, pero tampoco me da ninguna solución. Mal servicio, mala gestión, mala post venta. Nada recomendable.