Hotel Avenida

Terrible service. Made a reservation and paid online, then received an email 1 hr before arrival saying that the reservation was cancelled because I hadn’t paid. No one answers the phone.

My girlfriend and I have been coming to this hotel from time to time for several years. Recently the hotel has been bought by a group, and i would like to express my dissatisfaction

- first of all, we encountered a problem with the hotel's website: we couldn't make a reservation (the site wasn't working after puting our paiement methods): we tried with 4 different credit cards (from different banks), several different devices and several different internet connections, for several hours, and it was impossible. We also sent a mail the same evening to let them know. The next day, the answer we received was first to use the official website (which we did), and the second answer was that it was probably linked with our bank account. As we really wanted to go there the following day, we tried again to book and it worked, finally, but of course, the price was more expensive. We reported this to the hotel, but it seems that they didnt care.

- then, there is no more reception, everything is virtual, no one to help/inform you.

Although we have to set an arrival time when we book, no one is waiting for you and not everything is ready when you arrive. We had set an arrival time of 9pm. We arrived at 11pm, and had to chat with the group to get into the hotel. After several minutes of waiting, they sent us a link to proceed with the payment of the stay, and we finally had access to the hotel, our room, after spending about fifteen minutes in front of the building entrance at 11pm: super. Was not easier to send the payment link before? In the moment of the booking for example?

- no reception means no one to communicate with.
As we had to check out at 11am, we wanted to leave our suitcases... in order to enjoy the city during the day without our suitcases .... but we couldn't, as there was no reception. Moreover, the code to enter the room allows you to enter the hotel. After 11, hour of the check-out, your code is deactivated. So it is also impossible to enter the hotel again.

I think that this system doesn't work properly.

I have been really dissapointed with my stay.

There use to be nice people working and helping you: it is no longer the case.

You wont find anyone except cleaning ladys during the day. There is no bar/breakfast fyi. Even the little tables and chairs that were outside have been removed.

We arrived late on a European trip. The staff wanted to hold onto our passports without taking a picture or copy and demanded they hold onto them because the staff didn't have access to input into the system. Instead of staff dealing with this appropriately, the untrained staff got upset and threw our items back at us on the counter. We suggested leaving a negative comment about their hotel and they then changed their attitude and allowed us to stay and keep our passports.

That's a red flag to me with their unprofessional behavior.

Second, the next morning they accused us of an illegal booking because we had kids and were in the "wrong room" based on our number of guests. If they hired proper staff to deal with the situation, we wouldn't have to guess which room was "correct". The issue stemmed from poor communication and unprofessional attitude from staff and we did not understand which room was for which of our party.

Third, we were treated extremely rude. We just wanted our room to sleep and continue our trip. We don't demand much when traveling. It could have been handled much better.

Would not recommend. They lost many customers and future visits for their unprofessional conduct.

Come during normal hours for proper staffing and be aware.

The hotel is mediocre, alike a Motel 6 in the US, the location is nice, but the service is horrendous, they are hostile, unprofessional and plain rude.

They DEMANDED to KEEP YOUR PASSPORT AT THE RECEPTION OVERNIGHT or won’t give us the keys to the room, when we questioned this practice and asked them to just make a photocopy of our passports they got very argumentative and threatened to forfeit our reservation. This is illegal!

They finally threw our keys to us, didn’t explain which room was which as we had 2 different reservations and the next day they had audacity to lecture us for staying in the wrong room.

There are plenty of other hotels in the area, save yourself the grief and go elsewhere.