Matkat – El Bercial

I booked the best room available for a stay with my partner. The room specifically included a jacuzzi, which was the main reason we chose it. However, during check‑in we were informed that the jacuzzi had not been working for months. Naturally, we would have chosen a different, cheaper room (about a 30€ difference) if we had known this beforehand. I mentioned to the receptionist that nobody had contacted me about the issue. She replied that they had posted it on their social media, which I obviously did not check. Later that evening, I went back to speak with her and express my disappointment. She called the manager, who explained that they do not handle reservations directly and therefore could not contact me. He then called his boss. We could hear the boss speaking, and she did not offer any solution. Instead, she seemed irritated by our complaint and repeatedly asked where we had made the booking. Her attitude was far from ideal. I understand that the hotel staff themselves are not at fault — they were actually very kind to us. However, whoever is responsible above them should have a proper solution for this, especially since the issue is recurring (according to the staff). A simple phone call or an email in advance would have prevented all of this. Additionally, I would have at least expected a small discount or an alternative room with a bathtub to be offered.

The room was in wonderful shape and the views from the 6th floor were just stunning. Only downside was being able to hear others in their room, but this was a small bother. The bed was comfortable and the shower pressure was impeccable. Each and every receptionist greeted politely whenever I walked past and were most kind during every interaction. Location was fab and the dark alleys felt fairly safe. The hotel breakfast got the job done. All in all, great experience and I'd definitely stay here again!

Habitación limpia aunque un poco pequeña y sin armario. Una barra minúscula en un estación abierto que no tenía ni una percha, aunque para estancias cortas tampoco es imprescindible. Tiene aparcamiento de pago pero en la zona hay sitio suficiente gratis. Tranquilo y sin ruidos.