Torre de Remei

Upon arriving at the breakfast area, there was no one to greet us. After sitting for a while, a waitress appeared and explained that there had been a mistake with the rooms and that the staff thought there were only two rooms with breakfast included, which is why they were unaware of our presence or the actual number of guests. At no point was we given an explanation of how the breakfast service worked. After offering us coffee—which took a considerable amount of time to arrive—we were served a plate of cold cuts, some of which were clearly dry, and a plate of four pastries, also dry, which were chosen without any option for us to select them. We were then served orange juice and asked if we wanted an omelet. When we inquired about other options, we were told that there was only an omelet or fried eggs. We then requested a bikini (a type of sandwich) or, alternatively, toast with butter and jam, as well as bread to go with the cold cuts and sugar for the coffee, since the table was completely bare. After a long wait, during which we couldn't even start breakfast due to a lack of basic items, we were finally brought four slices of bread and butter. Seeing that the rest of what we had ordered wasn't arriving, we had to ask again for sugar and jam. The jam served was kiwi and apple. When we asked if there were other flavors, we were told that only those two and orange were available, which we found quite surprising in a hotel of this category, where one expects to find common flavors like strawberry, peach, or apricot. The "bikini" (a type of sandwich) that was finally served consisted of two slices of toasted bread, hard despite not being particularly golden, without butter, and with the ham and cheese simply placed in the middle. In practice, it was just two pieces of toast with cold cuts, not a proper "bikini." Given this situation, we expressed our dissatisfaction to the waitress and went to reception to file a complaint. The receptionist informed us that no one was available and that we would be refunded for breakfast. We insisted on speaking to a manager, as we consider it unacceptable that a 5-star hotel should offer such poor breakfast service. We had to constantly chase after the staff to request basic items, even though only three tables were occupied and the staff seemed focused on just one. The waitress appeared to have no control over the service. Since we were unable to speak to a manager, we requested a refund for the two days of breakfast included in our reservation, as well as the cancellation of our dinner reservation. Furthermore, we would also like to express our dissatisfaction with the room's climate control system. The temperature is centrally controlled, with no option for guests to adjust it independently, either to raise or lower the temperature. We consider this inappropriate for a hotel of this category, and it directly impacts comfort during our stay. The resulting inconvenience forced us to leave the hotel, which was completely covered in snow, in order to have breakfast outside. Our initial intention was to have all our meals and dinners during our two-night stay at your hotel. This incident has not only forced us to completely change our plans, but has also negatively altered our perception of the establishment. Unfortunately, we have no intention of returning or recommending it. This is the second consecutive year we have stayed at your hotel. Last year, although the breakfast service and the overall quality of the food were not particularly noteworthy, we appreciated the staff's service and, above all, the tranquility and peace of the place. This year, however, the experience has been very negative. We expected an explanation from management, which never came.

We celebrated New Year's Eve with friends, 16 people in total. We were seated in a corner of the dining room with insufficient space, and we even had to help the waiters get the food to each guest. The food was of terrible quality. In short, a very bad celebration.

Beautiful hotel, and great location. breakfast is quite limited for the price and dinner doesn't have too many non-ham options.