Silken Saaj Maar- Adults Only

This hotel completely failed us. What was supposed to be a relaxing, carefully planned birthday trip turned into a stressful, disorganized mess — entirely due to the way Silken Saaj Maar handled our arrival and the days that followed. We arrived at the hotel late at night on May 31st, around 23:15, after a full day of travel. I had booked and prepaid a room via Secret Escapes, and we showed our confirmation email upon arrival. Despite this, the receptionist insisted there was no booking in our name. No effort was made to check emails, no phone calls, no apologies — just a cold “not our problem” attitude and a suggestion to call the booking provider ourselves. This was past 11 PM, on a saturday night. There was no way to reach anyone at that hour. We were told the hotel was fully booked, but that we could pay for a standard room if we wanted to stay. Left with no other options, we paid again — this time for a room that was nothing like what we booked. That “standard” room was, frankly, unacceptable. It had no door separating the toilet/bathroom from the bed — just an open space. The only window was inside the shower stall and faced an inner shaft with views of other people’s bathrooms. No daylight, no privacy. The air conditioning didn’t work. The bed was narrow and uncomfortable. We barely slept and felt like we were in a basement. This is not what you expect from a hotel advertising itself as stylish and modern — it felt more like a bad budget hostel. Instead of toasting to my birthday at midnight, I was sitting on the bed in tears, unsure if we’d be forced to spend the rest of the trip finding new accommodation. That night, we also had to cancel an excursion we had booked, not knowing what would happen the next day. It was a terrible start to a trip that had taken weeks of planning — especially difficult for me as someone who is autistic and relies heavily on preparation and routine. The next afternoon — after we went back to the reception ourselves — a different staff member had checked their emails and saw that yes, our booking had been there all along. He admitted the mistake, refunded the wrongly charged night, and upgraded us to the correct room which was going to be available later in the day. He was kind, professional, and helpful — the one bright spot in a sea of poor service. He told us that guest relations would follow up with us on June 2nd to address the situation. That did not happen. Meanwhile, on June 1st, we booked a spa treatment package (€270) for June 2nd. We paid immediately, assuming it included access to the spa as most packages do. While out on a tour, we received a WhatsApp message from the spa asking if we could move our appointment time. We agreed without reading it too carefully. Later, on June 3rd — after we had to follow up ourselves yet again — we finally realized that the spa claimed those two hours of spa access were a “gift” to make up for the room error. This was never explained clearly, and certainly