Villa Nogal Hotel Boutique & Vista

I had a very odd and unpleasant experience here last month. I’ve had several friends stay here numerous times in the past, so I was excited! I was planning to stay for two nights. I went to their on-site restaurant for dinner the first evening, and was told that they would not accept my credit card because there is no internet in the entire town. What? I asked about the two nights of hotel stay, and they kept insisting that I would need cash. That’s ridiculous because it says right in their website that they accept cards! Something just felt off… I told them I needed to pay with a card for dinner, they said again they couldn’t do that, then magically a card reader came out. They had me go into the check-in room/lobby while the card was run - it went right through without any problem at all. I asked again about needing cash for the stay, and again they tried to tell me I’d have to pay in all cash. At that point, I told them I would probably be checking out in the morning because I no longer felt comfortable there. I got back up to my room, where the internet was working just fine, even through they kept insisting there was no internet in the entire town. My driver picked me up the next morning and I got the heck out of there (after paying for the room with my credit card…) I’ll never know, but I wonder what would have happened if I’d walked all the way into town to get 10,000 pesos in cash. I’m not sure that would have ended well. Again, something was just mot adding up and my gut instinct told me to LEAVE. It was super disappointing, because the Villa is beautiful and I had wanted to go to La Bufa and eat at another restaurant in town the next night for dinner. I didn’t feel safe and would not go back.

My husband and I arrived on Saturday for a 1 night stay. As stated on your website, check-in is from 2.00pm. When we arrived at 2.00pm to check in we were met the receptionist who told us that we could not check in yet as the room was not ready. We waited an hour at the side of the restaurant, which was too much for us.
After that we met to very irate and rude Manager, she advised us that the rooms were cleaned from the bottom up and the room that we had requested was last to be cleaned. If this is in fact the case, your website should not falsely state that check-in is from 2.00pm. The manager was not very accommodating and didn't seem too bothered about guest satisfaction. I have been in hotels like that before and if a guest arrive during check-in time and their room was not ready, they would prioritise the cleaning of that room so they could check-in on arrival with no waiting. The annoyed manager offered to put us in another room to which we replied No as this was not the room we requested. When we said No to the other room she offered she became even more irritated. From there forward her bad attitude never improved. She did not apologise for her behaviour or lack of customer service skills. It was also sad and unfortunate to see "The Manager" treating other American guests really well with no scolding, bad faces or indifference. (We are Mexicans and living near to San Sebastián by the way) We spoke to the receptionist (A very quiet boy) to find out if a late check-out was possible, which he refused, saying "That is decided by the manager but I don't think it's possible". Again, as stated on your website, late check-out in sunday is offered to all guests at no extra cost. We did not understand why the receptionist advised the opposite but we accepted it without problem or complaint. He also offered no apology for having us wait 2 hours for our room. 

 The next day at the time of check-out we went to pay for everything we had consumed during our stay. We met the Manager again who didn't apologise for her behaviour or ask us how our stay was. During check out she told us absolutely nothing, she just looked at us and ignored us. We could tell she was really upset and had turned the situation somewhat personal, but we were never rude to her in any way. In fact, her responses left us in shock and we did not know how to react. We have never experienced such unacceptable behaviour from a customer service representative before. The treatment we received compared to other guests was really upsetting. Honestly it is a shame because I do not think that such a person should be in charge of such a beautiful place. I have had extraordinary experiences in much smaller cabins in San Sebastian and it is a pity that the most beautiful hotel in town that is "Villa Nogal" is not compatible with it's luxury, beauty, amenities etc that were described.In short, we do not even want to return to your restaurant, because a place where a classist person i