Congreso Hotel

Hotel with fewer stars but cheap

My experience at the Hotel Congreso was terrible. We arrived on a Saturday afternoon and were given a room where the furniture was completely smashed and damaged from misuse. Then I went to look out the window, and despite being on the second floor, it faced the back of the building and had a mound of dirt where they had created a sort of mini-garden right in front of the window. When I tried to close the window, it wouldn't close. I tried several times, but nothing worked. The latch on this window (the one on the right) was broken. I checked the one on the left, and it closed fine. Although there was a sheet of paper in the room stating that they weren't responsible for belongings, we thought it would be bad if someone decided to break in through the window (we were only staying one night), so we didn't report anything to reception at that point. As we were about to get into one of the beds—they had given us two beds pushed together—we noticed some stains on one of them, like some kind of liquid. When we pulled back the covers a little more, we saw a huge stain. Then I went to pull back the covers on the other bed and saw that the bottom sheet was all wrinkled, as if someone had slept on it. At that moment, I said this was intolerable and that I wasn't sleeping there. I was leaving and going home to sleep. I called reception, and they said, "Okay, I'll let you know tomorrow." I reply, "What? We have to sleep in these sheets!" They say, "No, I'm not going to look," and I tell them. A little while later, they call me to the room and tell us to go to room 118, that the door is already open and the key card is inside. I ask if I should bring the key card down from the room, and they say no, to leave it inside the room or give it to them the next day. We arrive at the other room (which was much newer), and we didn't have the bathrobes on the bed like in the previous one. I look in the closet, the bathroom, and everywhere, and we don't have them. "Well," I say, "we'll ask for them tomorrow when we go for breakfast." The next day, at nine, we tell reception, and they say they'll let the cleaning staff know. Okay, we have breakfast and go back to the room. We still don't have the bathrobes. We wait until ten, and I remind them again with a call to the receptionist. "Okay, I'm going." "Tell her again," she replies. Eleven o'clock arrives, and I go down to reception. I tell the girl that I'd already asked for bathrobes twice and that we had to leave the hotel by twelve. She says she'll go herself. Ten minutes later, there's a knock at my door. It's the cleaning lady, asking if we don't mind bringing towels, as the laundry service hadn't arrived and they didn't have any bathrobes. I tell her no, that we're leaving and that we'll file a complaint. THIS IS A DISGRACE! A FOUR-STAR HOTEL! YOU WOULDN'T FIND THIS LIKE THAT IN A ONE-STAR HOTEL, OR EVEN A HOSTEL! I've stayed in hostels and two-star hotels that were spotless, well-maintained, and without any problems whatsoever. Because the old furniture is the fault of the hotel manager, but the sheets could be the fault of whoever made the bed—it could be that they were irresponsible. I'd rather they leave it like that, but the least they could do was face us and apologize. The least they could do was come with us and see what we were saying and try to resolve the issue or compensate us in some way. We wanted to speak to a manager, but there wasn't one. They weren't going to the hotel. We asked for a complaint form, but there was no one in charge at that moment, nor was one going to arrive all day.

Wonderful experience, excellent service, super clean and exceptionally comfortable! The staff were top-notch and the receptionist was incredible, super friendly and attentive. We'll be back! Thank you so much for everything, Carmen! Best regards