Hotel Palacio del Carmen, Autograph Collection

I recently stayed at the NH Collection Palacio del Carmen in Santiago de Compostela, and it was far from the 5-star experience I was expecting. From the moment we arrived, it was clear that this hotel is not living up to its claims.

Upon check-in, the reception was cold and unfriendly. The staff member at the desk seemed to be angry with the world, which set a negative tone for our stay. We struggled with our luggage as we arrived at the same time as a tour bus, and with only one porter on duty, there was no one available to assist us. Not a single person acknowledged our efforts as we pushed our luggage up the ramp to the front entrance.

Despite booking a room six months in advance to secure a higher-floor accommodation, we were placed on the lowest floor, overlooking concrete walls and maintenance areas. This was not the pleasant garden view promised on Booking.com.

To make matters worse, the room acoustics were the worst I’ve encountered in any 5-star hotel. We could hear every footstep from the room above us, day and night. This lack of soundproofing was incredibly disruptive and unacceptable.

Another letdown was the absence of basic amenities. Booking.com listed a Nespresso machine in the room, but instead, there was even no hot water pot or any form of coffee or tea available. How can a hotel of this caliber not provide such basics? Furthermore, the amenities were cheap; there was only a tissue packet containing 3-4 tissues instead of a proper tissue box.

The TV in the room looked like it was from the mid-2000s—small, slow, and outdated. And if you’re traveling with a group, be prepared to fight over the single 1-liter bottle of water provided for three people.

Lastly, I was surprised by the lack of English-speaking staff in what is marketed as an American hotel chain. I expected better communication and service in this regard.

Overall, this hotel feels more like a 3-star than a 5-star establishment. I truly don’t understand how Marriott can categorize it as part of their Autograph Collection. The service, rooms, and amenities at this hotel do not hold a candle to the better experiences I’ve had at 4-star hotels in smaller towns. Save your money and look elsewhere—this was by far the worst 5-star hotel experience I’ve ever had.