Hotel Jaime I

Dear Sir/Madam,

I am greatly saddened to express our deep disappointment and growing concern regarding the experience my family and I have encountered during our stay at your hotel. What began as a pleasant visit has sadly deteriorated due to a series of unfortunate incidents that have greatly affected our comfort and overall enjoyment of our stay.

Each morning, in line with what other guests seem to be doing, we have been placing our towels on the deck chairs to reserve them for my disabled mother and my special needs son, as they require special accommodations. This morning, however, after returning from breakfast, we discovered that our towels had been removed. A fellow guest informed us that security had taken the towels and placed them near a bin by the lifeguard station. When I inquired with the lifeguard, we were unable to find our towels. These towels are not just ordinary items; they hold great sentimental value for my son, providing him with comfort and familiarity.

After this distressing discovery, I approached the reception to address the issue. I specifically asked to speak with the hotel manager, but was instead directed to the reception manager, Carlos. Unfortunately, my conversation with Carlos was extremely disappointing. From the outset, he was defensive, dismissive, and refused to acknowledge that the hotel might bear any responsibility for what had occurred. I calmly explained that our towels had gone missing after being removed by security, to which Carlos responded that security should have left a label on the chairs—a label that I confirmed was never there.

Despite my repeated attempts to escalate the matter, Carlos flatly refused to elevate my complaint to anyone else or allow me to speak with the hotel manager. Shockingly, he suggested that I should call the police rather than escalate the issue further within the hotel. This response was not only dismissive but also deeply frustrating, especially considering the distress this situation has caused my special needs son, who was particularly attached to those towels, and the discomfort it has brought to my disabled mother.

This incident, combined with a similarly poor experience at your Italian restaurant last night, has significantly marred our stay. When I politely requested to view the inside of the restaurant and the food to determine if it was suitable for my family’s needs, the restaurant manager rudely declined and simply stated, “It’s pizza and pasta!” This curt response left us feeling unwelcome, and we chose to eat elsewhere.

My son is particularly distressed, having lost his favorite towels—a yellow Ronaldo towel and a blue Sonic the Hedgehog towel—both of which were of great sentimental value to him. Their loss has negatively impacted his ability to enjoy the remainder of our stay.

Despite these incidents, I want to emphasize that we have had otherwise positive interactions with many of your staff members, who have been extremely kind and helpful. Unfortunately, the treatment we received from Carlos and the restaurant manager has overshadowed these positive experiences. It is disheartening to see the efforts of your dedicated staff undermined by the actions and attitudes of senior members of your team.

I am requesting the opportunity to meet with you personally before our departure on the 19th to discuss this matter further. I sincerely hope we can find a resolution that will restore our faith in your establishment and allow us to conclude our stay on a more positive note.

Thank you for your attention to this matter. I look forward to your prompt response.

Sincerely,

Well, where to start, we get what we pay for...or sometimes less. In terms of infrastructure, the hotel itself is large and has good space. However the rooms are dated, and the toilet so... The bathtub didn't drain properly, so the baths were always pool type lol. In terms of hygiene, it wasn't the best either, with the pillowcase dirty and it was only changed after 4 days. In terms of food, I would say it was the lowest point. The food didn't vary and was of low quality, favoring fried foods and fats. They could offer things of low quality but at least well made. The grills were inedible in terms of flavor. The grill/plate shouldn't be clean or anything. The best was the ice cream... Because they weren't made there. Anyway, the cheap sometimes comes out expensive. Another point was the apparent lack of training of employees, who made a lot of noise, throwing chairs and banging dishes and the like. There were more decibels in those dining rooms than in some clubs...