Hotel El Faro Marbella

From the outset, the room we were allocated did not match the standard represented in your promotional photographs. It was tired, poorly maintained, and in urgent need of refurbishment. Specific issues included visible damage to the skirting boards and kitchen worktops, along with clear signs that the room had not been properly cleaned – there were liquid stains left on the work surfaces from previous guests. When we raised our concerns with the reception manager, Jaun, we were offered a larger room. However, this was simply a more spacious version of the same substandard accommodation and did not address our concerns. We took photographic evidence of the condition of the rooms to support our case. Despite calmly explaining that we were unhappy and did not wish to stay for the planned four nights, Jaun refused to consider a refund and accused us of making threats – a completely inappropriate and inaccurate characterisation. When we asked to escalate the issue to the hotel manager, Jaun initially claimed to be the manager himself. Only later did he admit otherwise, saying the manager was off-site and refusing to guarantee any follow-up contact. We never received a return call or response. Ultimately, we felt we had no choice but to check out and find alternative accommodation. I must also express my serious concern about Jaun’s attitude and behaviour during our interaction. His dismissive and condescending tone, particularly towards my wife, was entirely unacceptable and caused her considerable distress. We expect a full response to this complaint, including an appropriate apology and a refund for the nights we did not stay due to the unacceptable condition of the accommodation and the way the situation was handled.

I strongly advise everyone against staying at this hotel. It is absolutely terrible! They scam people. We had booked the superior studio, but it was honestly a disgusting mess. The bathtub was broken and there was mold in the corners. The curtains were downright filthy at the bottom. The chairs were dirty. When we complained, they told us everything would be cleaned and replaced the next day. We ended up going to another hotel, Marbella Inn, which was cheaper, super clean, and very beautiful. The next day, we returned to Hotel El Faro to see if we could get our money back. We were told that everything had been replaced the same day — a blatant lie. The staff at the front desk is friendly, but the management is downright rude, aggressive, and arrogant. The worst part is that the management told us we had booked the cheapest room?! A superior studio for 2,600 euros for two weeks?? So apparently, they even messed with the room categories. For the same money, please go to another hotel — this is just barely better than a hostel.

FOR A 3 STAR HOTEL, THE ROOMS ARE VERY SPACIOUS, THE BREAKFAST IS CORRECT, LOCATION IS PERFECT... HERE'S WHAT'S NOT GOOD: IF YOU ARE COMING BY CAR, FORGET THIS HOTEL, THEIR GARAGE IS RIDICULOUS FOR 5-6 VERY SMALL CARS, WHEN I ARRIVED IT WAS FULL, I HAD TO LOOK FOR A SPACE IN ANOTHER PARKING LOT... NEVER AGAIN IN THIS HOTEL...