Guest User
December 31, 2023
I’m sure this is a beautiful place with nice rooms, but unfortunately we were turned away at reception despite our paid reservation, due to my wife’s service animal. The reception was highly insensitive and disrespectful about the situation given it was close to sunset (it is a bit further removed from Santa Elena on a mostly unpaved road so took longer than expected), and we would have to find another hotel in the high season. The focus of the hotel was on their pet policy, with no understanding or respect for the fact it was a trained service animal. Our suggestions such as a deposit were not accepted and we felt very badly treated generally, as they let us wait while they were “considering” but after 30 minutes (and other guests helped) we received the same answer. We left as this had a highly stressful impact, and even after everything this episode would have been acceptable if it wasn’t for the fact that this hotel does not want to give us back our payment, while we didn’t spend the night. No respect, no decency and a very humiliating experience that I do not wish to anyone. As I just received an email from the hotel to “share my experience after my stay with them” I am duly obliging.