Hotel Casa Faroles Centro Histórico

nice clean hotel

This review is not about a stay because I never got that far. It is about dealing with the hotel beforehand. I made a reservation for May 5-8, 2005. On April 21 I sent an email asking the hotel to make some restaurant reservations for my stay. I used the email address on their website and asked that they acknowledge that they had received the email. I heard nothing back. On April 22nd I sent a second email repeating my request and again asking that they acknowledge it. I heard nothing back. Later that same day I sent a WhatsApp message to them. I heard nothing back. Finally I called on April 23rd. I explained that I speak Spanish as well as English and asked why the hotel had never acknowledged any of my requests. The Spanish-speaking person with whom I was talking put her manager on the phone. He explained in English that the hotel was doing me a favor if they made the reservations and had no obligation to respond to me or acknowledge that I had attempted to communicate with them. He asked me if that was a satisfactory response. I said it was not. He hung up on me, and fifteen minutes later I received an email cancelling my reservation. At no point had I raised my voice or gotten angry while speaking with this person. I also didn't ask that they cancel my reservation, but I'm sure I would have had the conversation continued. I've been traveling for forty-three years, and this is the first time any hotel staff has ever been rude to me.

Beautiful property, felt extremely welcome. We will definitely be back.