SantoCuervo

It advertises on *********** as a 5 star boutique hotel, but it is not. Mattress is hard as stone - solution was promised but never delivered. Tea and Coffee making facilities were supposed to be in the room - they were not. Every time we wanted hot water for tea, we had to go to reception and ask. Breakfast is apparently only offered at all on weekends - so no breakfast offer at all for us. Last but not least we had to ask in the morning for the hot water to be switched on. The boiler was switched off to save cost. They made an excuse of a technical problem, but the boiler is visible and I saw that is was simply switched off. On check-out we told staff that their service was not acceptable and that we would leave a critical feedback on ***********. Their reaction: they cancelled the *********** reservation to prevent us from leaving critical feedback. But we stayed and paid (they made sure they charged the credit card fully at check-in. Typical case of manager not being on-site and the owner hundreds of miles away. There are plenty of other options in Bernal.