I've written about a dozen reviews on tripadvisor over the last 3 years and this is the first negative one. We stayed at Casa de Cisneros for two nights in early October.
The first thing that happened was when we arrived there was no one at the reception desk. A woman from the little store, which takes up part of the ground floor of the hotel, came out of the store and followed us into the reception. She does double duty part of the day in the hotel reception. Actually triple duty, as she finished the cleanup of our room once she'd checked us in. When she looked for our reservation she couldn't find it. I had copies of the e-mails from the hotel confirming and re-confirming our reservation, and after a phone call to someone she found the reservation. I wouldn't even mention any of this, had the rest of our stay gone smoothly, but it didn't.
The next challenge was the unfriendly attitude of the people who eventually did cover the reception desk and the breakfast service. I'm sure hotel work is difficult and frustrating. Still, a friendly smile, nod or greeting to guests, especially in such a small and intimate hotel makes a big difference. Unfortunately that's not what we experienced. We stayed in 7 hotels in Spain over 5 weeks, and, of course, the level of service and kindness varied. But this was the only one where I would describe the treatment we received as unfriendly.
The most difficult problem arose when we had to change our plan and stay only 2 nights, rather than our original reservation which was for 3 nights. I told the person at the desk more than a day in advance about the change. She didn't respond at all - just listened to what I had to say. The next day, when it was time to check out, we dealt with two people, a young man and a woman who we hadn't seen before. The young man (who was the only employee we met who was the least bit friendly or understanding) said that it was not possible to charge for only the 2 nights we were staying, and that despite the fact we were leaving, we'd have to pay for all 3 nights. I explained very calmly that it wasn't fair to have to pay for a night we weren't staying. I said that had we cancelled our reservation completely a day before arriving, we would expect to pay for the first night, but since we were staying and paying for 2 nights the situation was quite different. He responded that he understood, that he saw our position and agreed with it, but his 'boss' didn't agree. The woman, who was much more unpleasant, just kept repeating that we had to pay. Her boss insisted. Interestingly, in the 2 days we were at the hotel we never caught a glimpse of the 'boss'.
None of this was very pleasant, partly because of the woman's belligerent attitude and partly because disagreements of this kind are always uncomfortable. So, rather than prolonging the discussion and sticking with what I knew to be just, I proposed a compromise. I suggested that we pay half the cost of the room for the night we weren't staying. Again, the young man agreed that would be a good resolution. But the woman just kept repeating her mantra in an increasingly negative and disrespectful way.
By this time the cab had arrived to take us to the train station. I explained to the two hotel people that if I chose to, I could simply walk out the door without paying for any of the nights, call VISA (the hotel had our card number) and approve payment for only the cost of 2 nights' stay. But that's not the kind of people my wife and I are. So in the end I signed the VISA bill for all 3 nights.
I suppose this review may be more costly to the hotel than what we paid for the 3rd night, but the whole thing left a bad taste in our mouths.
Again, I want to stress that my tripadvisor reviews have been, except for this one, uniformly positive. I wish this one had been as well, but unfortunately that was not possible.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC