Matkat – Castellar

The hotel's location is excellent, and the reception staff were friendly and professional throughout our stay. Unfortunately, our experience was overshadowed by a serious hygiene issue. After our first night, we found several small silver bugs in our bed. We immediately reported the problem to reception and showed them a video. The bed linen was changed while we were out, which suggested that our complaint had been acknowledged. However, after the second night, we again found the same type of bugs in the bed. We took additional photos and videos, clearly showing that the problem had not been resolved. As the room had to be paid in full at check-out, we expected the hotel to review the matter afterwards and offer an appropriate refund following such a serious complaint. Instead, they rejected our request and even referred to "a moth on your pillow" in their reply. This was simply incorrect. The issue was repeated bugs in the bed on two consecutive nights, documented with photos and videos. This review is not about the location or the reception staff, both of which were very good. It is about cleanliness and the hotel's handling of a legitimate complaint. A clean, pest-free bed is one of the most basic expectations when staying at any hotel. It's a real shame, because the hotel has an excellent location and the reception team were genuinely pleasant. However, cleanliness and how a hotel responds to legitimate guest concerns are just as

Lähellä kaikkea, siisti, ystävällinen henkilökunta

The front desk staff was very helpful when we check in and the lady owner speaks very good English. The room is smaller than it shows on website but it doesn’t affect the comfort of the room.

Erinomainen asiakkaan vastaanottaminen