I contacted trip advisor's customer service before writing this review since I never made it to the hotel actually. But they said that I can go ahead and write the review in order to help fellow travelers.
I contacted the owner of this hotel, by phone, on a wednesday evening, after reading the reviews on trip advisor. I made a reservation and at the time, he told me that normally he would ask for a deposit but since our arrival date would be 9 days later, he just needed a credit card number. So I gave him the credit card number, and 5 minutes later he sent me an email, telling me that he had charged 30% of our stay, and informing me about car rentals and how to reach the hotel. Nowhere was his cancellation policy written or mentioned as it usually is when a reservation confirmation is sent to a customer.
Less than 40 hours later, on friday afternoon, I called him and told him that we wouldn't go finally, and asked me to refund me the deposit. He accepted to refund me. But then he sent me an email and said that he talked with his wife and that the cancellation policy, listed on their website states that for cancellation in less than 21 days the deposit would be withhold!
I told him that I didn't make the reservation in a time frame longer than 21 days and that anyway I didn't make the reservation through his website and I didn't know this policy. Additionally, he never informed me verbally or written about this policy at the time of reservation. He started quoting the policy only after I called him to cancel!
I have kept all the written communication between us that proves what I am saying and I also asked my lawyer to send him a letter telling him that what he is doing is unethical and unprofessional. But he still refuses to refund me.
I read all the trip advisor reviews about this place but honestly the way this man behaved doesn't reflect what is written.
Beware, do not give your credit card number unless you are absolutely sure you are going. Otherwise you risk to lose a lot of money. And be treated in an appalling way.
- Official Description (provided by the hotel):
- The boutique hotel Can Sastre is small, romantic and hidden away in a small quiet valley in the centre of the island of Ibiza, yet close to Ibiza town and the main beaches. Can Sastre is registered as an Agrotourism hotel and offers you an unforgettable relaxing stay in a genuine rural Ibiza Finca, surrounded by orange orchards, gardens, pools and private terraces.Friendly, private and exclusive. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Hotels.com, Booking.com, Odigeo, Traveltool, S.L.U., Agoda and Priceline so you can book your Can Sastre reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Can Sastre Ibiza/Santa Gertrudis