My sister was visiting me from another part of Spain. We decided to have a few days at the sea and so we picked this hotel for its location and price. All was pre booked and no problems... until my sister rang me from the hotel. Due to Spanish strikes last month, my flight was delayed. It took me 12 hours door to door to get from Ireland to spain so you can imagine how tired i was. On the bus, my sister who arrived earlier than myself, was told she could not check in as she didn't have her passport. Living and studying in spain, and able to speak fluent spanish, she told the lady at the desk that there was no indication through emails etc that there was a passport needed. I had my passport (coming from abroad) so I told my sister to have a coffee and within 40 minutes I joined at the hotel.
WHilst waiting in line at the hotel, my sister and I made eye contact with the woman at the desk who- quite audibly announced to her collegue that this was the girl without the passport who was trying to check in. 1st customer care rule: don't announce other people's business infront of everyone!
We were dealing with a male at the desk. My sister, in Spanish, once again tried to explain how she didn't think to bring her passport with her. SHe had ID cards (from Spain and Ireland). He said it was the law- which it might be, but she said that she had travelled around Spain before and they always excepted drivers licences and ID cards.THe frustration of it all. There was no manners and customer care skills were poor. Eventually, we got checked in.
We went up to the room straight away as we got the key. I wanted to lie down as I had been up since 3am that morning. It was now after 3.30pm. When we arrived, the door was open. no beds were made, the room was not cleaned. the cleaner asked us what room we were staying in. we told her this room, and she was apologetic saying that it was not ready and perhaps they could move us to another room.
my sister went down to the front desk- and was told by the same man, that they pretty much had enough trouble with us already and that we could just wait until the room was ready.
Eh, 4* customer service? Having travelled around Europe and other parts of the world, I have found better customer service in hotels and B&Bs....
My advice, fork out the extra few euro and stay in a friendlier hotel. Having stayed at the neighbouring Fuerte the previous year, the two hotels are miles apart. Put a real dampener on the beginning of our stay.
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- Also Known As:
- Princesa Playa Marbella