Hacienda de Orán

We had a reservation for 2 nights, in December. We arrived around 1:00 pm, it was difficult to find the entrance as the sign was not placed properly and on the intercom no one was answering, so it took around 30 min to enter the hacienda premises. When we got in the premises, a lady was waiting for us and she gave us the room. We entered in the room, it it seemed fine, it smelled like detergent, we left the luggages and left to Sevilla. What seemed strange at that time was how empty the place was. Except the lady from the reception, no one else was there. We got back from Sevilla around 8:30 pm. When we entered the room it was cold and unbreathable, the air was heavy with humidity and mold. Near the window there was a lake with rain water, really smelly, and the carpet near the bed was soaking wet and dirty. The towels in the bathroom were soggy. As heating they provided a small radiator - there was no way that radiator could heat that big room. After 20 min we decided we could’t sleep in there so we went to find someone to discuss about the room issues. No one was at the reception and no one was answering at the phone provided during the check-in. Since it was late (09:00 pm), there was certainty we cannot spend the night in that room, nor spend the night in the car, so we decided to leave. While carrying the luggages outside we found one employee in the yard, to whom we explained the situation; he said that is nothing he can do, we gave him the key and left. We received a call back around 11:00 pm, when we were already checked-in at a new hotel in a nearby location, but it was way to late to answer the call. As the reservation was done via ***********, we contacted the owner through the app’s messenger and after many discussions (in one of the discussion the host mentioned that they gave us the best room - if that was the best, I can not imagine how the others were looking), the host agreed to provide us with the full refund. Even the official *********** cancellation request was approved by the host, as we’ve received the cancellation email confirmation. All was agreed and in 2-3 weeks we were notified by *********** we’ll receive the refund from the host. 3 weeks have passed and no refund was received. We contacted again the host and we were informed they were not able to process the refund as they didn’t had the payment details (we paid via ApplePay). We gave them the details and again we’re waiting for the money. In the end we received the refund, but half of the price paid because … we used the room and we didn’t wait the host (in the middle of the night) to discuss and accept them to change us the room with a better one (even though in the beginning they said we were provided us with the best room). After more discussions with both the host and ***********, at the end we received the rest of our money, not from the Hacienda, but directly from ***********. Long story short: DO NOT GO THERE!