Unfortunately we made the worst experience ever in our lives in this hotel! We went there in the “Semana Santa” over the Eastern break 2008. First of all when we arrived, we were given a room at the ground floor. Avoid these; you’ll hear all gaits from your neighbours due to the wooden floor at the first level. Secondly especially avoid number 19. In this room you’ll be noticed of everybody that uses the wooden stairs - very loud – and the canalisation of the first floor goes through this room which means that you’ll be awake of everyone that uses the sanitary installations of the upper floor. After 2 nights we were relocated to one of their “suits” which is not a suit at all – I suggested that this is the category for a double superior. When the hotel is fully booked it is a disaster and the hotel owner starts to tell his customers to whisper at all times to avoid noise.
Anyway, if you decide to go there, what I would not recommend, and you’ll have animals with you, ask them for the additional charge. We went with our dogs and had to pay 12 Euros per night per dog (one Chihuahua and one Labrador).
Furthermore stay away from this disaster what they call dinner! The value and the quality for this 24 Euro per person plus 7% of tax menu is very very very bad! But keep in mind, to find an alternative you have to drive at least 20 minutes!
At the end of our trip we came into troubles with the end bill which was around 200 euros more than originally offered! This was because of an additional charge for the “Semana Santa” that they have not even mentioned on their webpage of 20% per room!!! When we started to discuss the hotel owner went out to close the gate of the entrance so that we would not be able to “escape” and started to shout on us.
Finally he wanted to charge us two rooms, affronted us hardly and implied us to have stolen his towels that were not in the suite when we had to move upstairs. Anyway, he apologised when it happened and told us that he had to send out our predecessor away because of its loud children and he might have taken them with him. Finally he changed his mind and we were the ones. This man is choleric, be careful with him! He will never apologise for mistakes they made but will always find an explanation.
One more point, when you expect them to speak another language then Spanish (incl. Catalan and Bask) you’re wrong! They can’t even speak a word in another language!
Our recommendation is, avoid this hotel at all but especially when it’s full! They are just not professional!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
4 April 2008
Luis Manuel Orcera
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Manager of Hotel Etxegana.
I just saw the review of this guest.
The fact that a guest leave our hotel only partly-satisfied really worries us and, if we don’t know the reasons, we just try to solve it (as we did) and we prevent it from not happening again.
The fact that a guest keep criticising us, that nothing we can do for him can make him happy, let's say the restaurant service, considering that no guest returned a single dish, not only this Sir… We even allocated him in the Suite (with no additional charge, only the rate for two days, that is to say, €390), and we only charged him for one dog and they brought two (not as agreed). Neither of these efforts made him show a gesture of gratitude.
When leaving the hotel 4 days afterwards, he just tried to make good use of his complaints in order not to pay the invoice related to his stay and the services rendered by us.
We told them that if they didn’t pay the invoice, they would not leave the hotel (something we have done with other guests who responded gentlemanly).
They began handing us up to 6 or 7 credit cards, the payment being refused. One of these credit cards showed a name on it that didn’t belong to any of them, so we just refused to accept it and she said that that was her previous name.
Finally and, after some phone calls to Switzerland, one of the credit cards was authorized. We are always grateful for and learn from the opinions and suggestions of the guests, opinions we take into account very seriously.
But when these complaints are constant and the guest is not grateful for the efforts we make for him/her, when he/she just wants a free stay, our dignity just do not let us, the little we have.
The hotel has been visited by authorized and selfless members of Tripadvisor, who have showed their opinion through commentaries, as well as other guests have done in other Internet portals as Booking or Top rural etc. I just only want you to judge them for yourselves.
The Management of the Hotel.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC