Hotel Best Osuna

We arrived at the hotel on a hot afternoon, eager to check in and start our stay. Unfortunately, our experience at the front desk was far from welcoming. The front desk attendant, a middle-aged bald man, barely acknowledged us when we greeted him. It was only after we took the initiative to speak that he slowly looked up. After providing him with our passport numbers, he claimed he couldn't find our reservation and rudely questioned whether we were sure we were staying at this hotel.

At that point, we realized there might have been a mistake between the booking platform and the hotel. We tried to ask some questions to clarify the situation, but the attendant repeatedly insisted that there was no reservation and became increasingly impatient. Despite the fact that the lobby was empty and we were the only guests there, he kept repeating that he didn't have time to assist us.

When the booking platform attempted to communicate with him directly to confirm the reservation, he was equally uncooperative. He refused to check the reservation again and displayed no willingness to help. When we inquired whether we could make a new booking on the spot, he stated that it was only possible to book online and that payment could not be made directly at the hotel.

As a non-native English speaker, I understand that my communication might not have been flawless, but I used simple English to ask if we could pay for the room on-site. Shockingly, he claimed not to understand what I was saying at first. Throughout the entire interaction, we remained calm and polite, but the attendant was consistently rude, impatient, and seemed entirely uninterested in helping us.

For a four-star hotel, I expect the front desk staff to be friendly, patient, and solution-oriented. Unfortunately, this was not the case. Thankfully, the booking platform compensated us and helped us find another hotel, but the experience left a very negative impression.

I strongly urge the hotel management to review the quality of their customer service, especially at the front desk. A warm and helpful reception is crucial in the hospitality industry, and our experience was far from it.

Of course, with a car, parked just outside the hotel, everything is closer and at hand (airport, distances,...) but the hotel is clean, well organised, plenty of staff, beautiful, big enough, clean swimming-pool, (schedule a bit tight in the afternoon - bath not possible after 19.00), and... a wonderful buffet!!

Great location and building. Rooms are spacious and comfortable. Staff is mostly friendly, although some could smile a bit more. Breakfast is very complete and the food in the restaurant is quite good.

Small rooms far from reception, location good, Room Service is not up to the mark, have to carry your own luggage to rooms and towels & sheets are not always changed.

Super nice waitresses. My first spot after I moved to Madrid. good food and super friendly staff(in the mornings at least!).