NH Collection Gran Hotel Calderon

Dear Hotel Management,

I hope this message finds you well.

I am writing to formally express my deep dissatisfaction with my recent stay at your hotel. While your property is rated five stars on Booking.com, my actual experience fell far below that standard — in fact, it would not qualify for more than a three-star rating at best.

Firstly, there was a significant infestation of insects throughout the building, including in the bedding and even inside the coffee machine. I suffered multiple bites that led to a skin allergy, causing great discomfort during my stay.

Secondly, the bathroom sink was malfunctioning, leading to water flooding the floor. What was even more surprising was that instead of offering to move me to another room immediately, a maintenance worker was sent to carry out repairs while I was still inside the room — which I found highly inappropriate. The room was only changed after I took a video showing the disturbing presence of insects next to the coffee machine.

Thirdly, the air conditioning system was extremely poor, particularly at night, and almost unbearable during the day. It is without a doubt one of the worst cooling systems I have experienced in any hotel worldwide.

Fourth, upon check-out, there was an unjustified delay in refunding the security deposit, which I had paid in cash upon arrival. This added further inconvenience to an already unpleasant experience.

Finally, I was asked to pay a City Tax fee, even though this amount had already been included and paid in full through my Booking.com reservation. This kind of oversight creates confusion and reflects poorly on the hotel’s professionalism and billing practices.

Given the above issues, I felt it was necessary to bring this to your attention. I strongly urge you to review the conditions of your facilities and internal processes to ensure transparency and to align the actual guest experience with the advertised standards.

I hope you take this feedback seriously, as it is intended to help improve your service quality for future guests.

Small rooms with limited light exposure, different than what was on the description page.
Worst room service ever, I have to keep on requesting to clean the room otherwise it won't be cleaned.
Not as clean as a 5* hotel. Empty bottles are kept, if u throw a trash bag next to the door they don't remove it and forget abt any effort to arrange messy stuff.

Bedside light makes noise all night.
Walls are not sound proof.

Had issues with the AC but was resolved after 3 calls requesting to solve it.
Total disappointment of my stay & can't wait to leave this dumpster.

2 complimentary water ended up by one only.

Seriously, the 5 star should be looked into again.

Front desk and guest relations/ brkfast staff are amazing.
Location is perfect.