4/10 Rating
Hello,
I would like to file a complaint regarding our stay at Kasa El Paseo from May 14 to May 18 during a girls’ trip with friends. We had made a single reservation including two rooms so that we could stay together throughout the entire trip. However, upon our arrival around 12:45 a.m., we were unfortunately placed in two different buildings several minutes’ walk apart, which was very unpleasant and completely contrary to what we had planned for this girls’ getaway.
We made a complaint on the very first night, and two days later we were offered the possibility of being relocated to the same building, but not even on the same floor. This solution came far too late considering our stay was only 4 days in total.
In addition, several aspects regarding cleanliness and service were very disappointing:
* A very unpleasant smell was present both in the building and inside the rooms.
* During the 4 days of our stay, no one came to empty the trash, replace the bath towels, or replace the beach towels.
* When booking, it was stated that an airport shuttle service was included, but in the end this service was not provided.
Upon our late-night arrival, we also found a small lizard in the room door. Surprised and frightened, we reacted in the hallway, and someone filed a complaint against us. The next morning, we received a warning email, which was very unpleasant considering we had just arrived, had caused no issues, and the street in front of the hotel is extremely noisy until ver