Hotel El Rullo

What an awful experience. I attempted to contact the hotel prior to our arrival via email and the hotels.com messaging. I did this to clarify parking, booking in etc. I received no reply. We arrived at the property at around 5pm to discover that the air conditioning did not work. As this is Spain in the August heat, air conditioning is essential and promised on the hotels profile. The staff do not speak English. Via my limited Spanish I was told that they would get an engineer out. We waited in the room untill around 9pm when they bought a fan! I contacted Hotels.com and was told that they'd tried to ring the property but as they did not speak English they couldn't do anything other than escalate the issue to another department and I'd get a response within 24 hours. We then spent an awful night in a hot room. The next morning we waited until 11am but heard nothing from either the hotel or hotel.com. We had booked and paid for four nights. We couldn't spend another night without air conditioning so we decided to book another hotel and leave. As we were leaving a staff member said that an air conditioning engineer would be there by midday. Why hadn't they told us this! We couldn't trust there word so we left. After I hadn't received an update from Hotels.com I contacted them again and went through the same as the first time, call, email and escalation. After 6 days I contacted them again and the same! Today they told me as the hotel failed to respond I'm not entitled to refund

Location is excellent, authentic and welcoming. We will be back 🇪🇸🙂

Rent og hyggelig rom. Eierne var veldig hyggelige og blide, men resten av personalet var lite imøtekommende. Dermed ble inn og utsjekking lite hyggelig