Hotel & Spa El Castell de Ciutat

We arrived at the hotel to find it was closed.Notice on the door saying closed until 15 Sept 2021. I rang the Hotels. com Gold Team expecting them to sort a credit for this booking and for them to find us another hotel in the vicinity. The person answering the phone couldn't help and said he'd put me through to their rebooking team. After 40 mins of listening to on hold music...the line disconnected. I began the process again. I explained to the person answering the phone that I just spent 40 mins waiting to speak to the rebooking team,they apologized and said they'd put me through straight away...40 mins later the phone disconnected. I tried again,this time I asked for the agent to cancel my booking and refund me so I could make other arrangements. The said they could cancel the booking but there would be no refund as the date for free cancellation had past! I repeated the hotel is closed and I shouldn't be charged for anything. I was told the only thing he could do was put me through to the rebooking team. And guess what the phone disconnected after 40 mins . Nearly 3 hours after arriving at a closed hotel . I gave up on the ********** Gold Team and made my own arrangements. Once settled in an open hotel I tried to contact ********** again on their chat system. The system said it couldn't help and they'd put me through to someone who could. Three days later and after leaving my phone number I'm still waiting a response..perhaps this review will prompt a response!

Hotel con encanto y tranquilidad. Preciosas vistas. Lugar idóneo para recargar pilas y alejarse del estrés del día a día. Lamentablemente, el spa no estaba abierto por mantenimiento y no pudimos disfrutar del mismo. Esperamos poder hacerlo en la proxi visita. El masaje relajante, un lujo. La cena buenísima! A destacar el personal, amable y atento.

Increible entorno y lo mejor, la amabilidad y simpatía de todo el personal. Estuvimos muy bien atendidos desde el primer momento. Estan atentos a cualquier detalle. Y las instalaciones, todo y que estaban acabando los trabajos de mejora son buenisimas. Seguro volveremos a este hotel