"Our recent stay fell significantly short of the expectations one holds for a 5-star establishment. While the property presents itself as a luxury destination, the actual guest experience was marked by arrogance and a lack of professionalism.
The team appeared mostly disinterested in guest well-being. It felt as though on-site jewelry sales and photoshoots took precedence over hospitality.
We found dirty glassware in our room. Furthermore, basic amenities like shampoo were missing. When we pointed this out, we were met with the condescending suggestion to "use the conditioner to wash our hair."
We were moved to a different room due to an alleged "water damage" in the annex - a claim that proved to be demonstrably false.
On our final night, a noisy gathering made it difficult to sleep. The receptionist first pretended to know nothing about an event, only to admit later that there was a party and offered a room switch. Is this a 5-star spa hotel or a party destination on the Costa Brava?
The "grand finale" was the reception staff handing us loose cash as compensation - without any receipt or formal documentation.
To be handed cash like a "hush-money" payment instead of a professional refund or gesture is unheard of in the luxury segment.
This amateurish behavior, combined with the condescending attitude of the staff, made our stay an unpleasant experience.
We expected excellence but were met with a lack of basic respect and hygiene."
