Real del Rio

Comfortable rooms with a pleasant atmosphere and a good bathroom.

We've seen many negative comments about this hotel, but since our job is to investigate, we want to share what we actually found: 1. Service and Food The accommodations are good. The breakfast is excellent. The staff is attentive, and their effort to provide a good experience is evident. 2. Customer Service: A Critical Point Reception The reception staff should maintain a neutral and professional demeanor. All guests should be treated equally: light-skinned, dark-skinned, national, or foreign… everyone is paying for a service. Let's not forget this: The customer has the money. And the customer decides whether to choose you… or replace you. “More informed customers equal more demanding customers.” And today, demanding is the rule, not the exception. 3. Billing: A Major Issue Let's think about something basic: Who stays in these types of hotels? People who need to document expenses. If the guest has already paid, it's illogical that they should have to wait 20 days to receive their invoice. Real example: A guest arrives, pays, and is supposed to receive their receipt. It takes you 5 days to generate it. The guest needs their money back immediately. Result: The guest is upset. And the internal staff ends up chasing the invoice as if it were an impossible task. Why are we mentioning all this? Because our intention is to optimize the service, achieve total guest satisfaction, and ensure that the guest not only returns, but also brings back their children, their grandchildren… We want them to have such a great experience that they want to share it with future generations. Today, guests seek memorable experiences. And if you don't pay attention to the details, they'll simply switch to another establishment. Final thought: Are you really reading the reviews you leave on your Local Guide? Stars serve as a place to leave positive and supportive messages for friends, family, and visitors, who can also leave a luminous mark on them. Because it seems they're used like a drunkard uses a lantern: more for support than for illumination. Signed: Proactive young people with a vision for the future. Paid for by: Research into future markets and new niche opportunities.

The night shift has terrible service. I've been staying for two days, and the night receptionist has been incredibly rude. He's rude in every situation. When we ask for help, he doesn't deny it, but he doesn't help either. The way he treats people is disappointing. I understand that working so late is tiring, but we're paying for a service. The restaurant food is mediocre, and the service is very slow. It took an hour and fifteen minutes from when we arrived until we were finally attended to and served. The facilities are very nice and luxurious, but the service is terrible, at least during the night shift.