Hotel Casa Alcestre

The biggest problem that explains the low rating is the cleanliness, and the reception staff's reaction to our request to have the room cleaned at 9 pm. We obviously arrived in the afternoon, as check-in is after 4 pm. First, the room they prepared for us had black mold in one corner, and they changed it, offering us two alternative rooms. Upon entering the chosen room, we saw many long black hairs (my wife is blonde), both on and off the bed, even in strange places like the dresser and the bathroom. It's impossible to miss them if regular cleaning is done. The worst part was when we got into bed; the duvet had a yellow stain at the foot of the bed, and I also counted five long black hairs inside the bed. At that point, I called reception to request a change of sheets, and they told me they would "see what they could do." I also messaged them on WhatsApp with photos, and even after they marked my message as "read," they didn't call me back. I decided to call them and asked if they had seen the photos, and they said "yes." I replied, "So?" It was as if they were trying to justify why they hadn't called, as if they were looking for a solution, but what they told me was that they couldn't do anything at that time of night. If it were my business, or if I owned a business with few employees and this level of price and luxury, it wouldn't even cross my mind to allow this situation. I would go and change the sheets myself. On the other hand, the Sunday buffet was very poor. Few options, and the fruit and vegetables didn't seem fresh. The à la carte breakfast on Monday was much better. It's also true that there were two families there at the time. The building itself is spectacular, but it's hard to understand why it isn't better maintained. Even a coat of white paint once a year would do wonders, both for the building and the rooms. Speaking of the rooms, it's inconceivable that they would have used rose gold decor in this type of colonial aesthetic. It makes no sense. It's awful and a decision that clearly shows that even I could manage the hotel better.

The spa service provided by the therapists is the best; it's a sensational experience, 10/10. The customer service is unparalleled.

Our experience at Casa Alcestre was unique and had several areas for improvement. The hotel is very nice, the rooms are beautiful, and it has everything it needs to be much better; however, there are important aspects that fall short of what one would expect from a luxury boutique hotel, given its price. From the beginning, the booking process was slow, as the WhatsApp response took quite a while. Upon arrival, the service was inconsistent: some staff members were friendly, but others did not show a warm attitude or provide service befitting a hotel of this caliber. I believe they need more customer service training. During our stay (from Friday to Monday), the jacuzzi never worked, and there was no apparent effort to resolve the issue. Additionally, one morning around 5:00 a.m., the television and internet stopped working, which was another problem that negatively impacted the experience. The Wi-Fi in the spa area also never worked. In the room, we found details that raised concerns about cleanliness: a lock inside the safe, a shower cap hanging on the wall upon arrival, and on the second day, a towel in poor condition (torn) and the shower cap of very poor quality. They also didn't provide a bathrobe and slippers, and we had to ask for them. These kinds of situations shouldn't occur in a hotel that presents itself as luxurious. Breakfast was mediocre. The variety and service left much to be desired: they didn't bring butter or jam with the bread (which was stale), juice was only served if you explicitly asked for it, even though it was included, and the food in general was bland, especially the fried eggs. I ordered some fried eggs that were tasteless and a cassava bread waffle that ultimately wasn't available because the waffle iron was broken. The male waiters at breakfast were particularly rude, with an unfriendly attitude, as if they were doing us a favor. I also had a problem with granola: I asked for it with plain yogurt, and they brought it again with coconut Greek yogurt. On a positive note, every afternoon I asked Mario (the most beloved staff member) for Greek yogurt with blueberries for my daughter, and he always gave it to me free of charge, which was a nice touch. Carol, in particular, was always very attentive and kind. The room was hot and the lighting was insufficient. I had requested a room on the first floor when booking because I was worried about the balcony for my daughter; although the balcony was safe, I feel it would have been better to consider that request. I had requested a crib, but when we arrived, it wasn't there. They brought the crib half-made, and the mattress was very uncomfortable; it creaked every time the baby moved. In short, the hotel is beautiful and has a lot of potential, but there are many aspects that need improvement, especially in service, attention to detail, maintenance, and breakfast quality. These are key points if they truly want to offer a luxury boutique experience.