Hotel Los Ángeles

Not a positive experience at this hotel in Arenas de Cabrales. The reception is basically not existent and if you need anything, including collecting your key, you need to call a number you find on the locked entrance door. I was given room #37 which had a very sloping roof in both the room and the bathroom. Result: I only had probably a meter around the bed to move around without bending. I couldn’t shower standing up, because the shower head was at least 20cm shorter than I am (and I’m a very standard 1.67m) and I couldn’t really move to the sides without touching the roof with my head. I’m not obsessed with looking at myself in the mirror but in case I was, well the only mirror was the one showing in the photo. The heater made a horrible noise at intervals during the night as though it was filling with bubbling water (but it was switched off so it shouldn’t have done that noise). The mattress must have been ancient, I could feel the springs at every movement. But the worst came when in the evening I found a used surgical mask under the bed (see photo). That’s when I thought “enough” and would have gone to the reception and asked to change room immediately, if there had been a reception to go too! Instead I had to wait the next morning. Upon complaining about the issues in the room and requesting a different and cleaner room, I was given the room next door. No issues there except for the shower which was spraying water all over the place and the mattress, again of very poor quality. No apology or sign of worry were ever given about the mask under the bed. I found this totally unacceptable. Then it happened that, due to extremely horrible weather conditions which prevented any type of activities, I asked if I could check out the day after, which meant a day earlier than planned. I had reserved for 3 nights and the payment was made by card via *********** and they already processed it. I asked if I could be reimbursed for that night but they refused. I’m totally aware that a refund would have been a gesture of goodwill on their side and that theoretically I wasn’t due any refund. As I said, it would have been a kind gesture that could have shown their interest in making amend for the discomfort their client experienced and for the “mask issue” (which is a very serious one). They couldn’t care less. They came up with laughable “policy” excuses and they said my reservation meant they couldn’t give the room to someone else! LOL! The hotel was barely occupied and plenty of rooms were still available on *********** for days ahead! Their attitude was so cheap, almost as cheap as the fact that at the breakfast basic buffet, one had to wait for them to give you your portions! They must be worried that the client rob them of juice from the carton and sliced cheese! This was the worst customer service I have experienced in many years (and I travel a lot).

We arrived and the hotel is locked up. Apparently they communicate by WhatsApp which is fine if you can get WiFi, which we couldn’t as it is sporadic in the Picos. When we eventually got let into the hotel we were directed to our room, and the hotel was promptly locked up again. No facilities for making a drink the room and no service at all from the hotel. We then discovered that some of our bedding was wet, and the rest was damp. In fact the whole felt damp. Our neighbours, via WhatsApp, contacted the hotel who quickly sent someone to change the quilt, but she did nothin about the other bedding. She left, and once again we were out of contact, no staff at all! We had no alternative but find other accommodation, which we did and went to a hotel just down the road which had reception staff and a bar/coffee facilities and for about the same cost. I then had a good signal so sent an apologetic message to the hotel explaining why we had to leave, and asking for a full or partial refund of our charges. After 48 hours and they had not replied I sent another message, again with no reply. Now back home I am going through the booking agent to try to resolve this matter. I am singularly unimpressed by the attitude and lack of service at this hotel. I cannot advise strongly enough that you don’t use it.