Hotel Vivar

We just got married in Cubas and, almost a year ago, we blocked all the hotel rooms for our family and friends. At that time, they gave us the 2021 rates and told us that the 2022 rates would go up a couple of euros and that they would send them to us. We managed all this with Claudia, with whom our experience was super good. The problems began when our friends called to confirm their rooms and were told that they were no longer available. Everything only worked correctly when Claudia answered the calls and confirmed their reservations. For this reason, there were several people who had to call on different occasions to find her and be treated properly. Two months before the wedding, within the deadlines set by the hotel, we confirmed with Claudia all the rooms that would finally be occupied. At no time did they send us the new rates that they promised us (a lack of transparency on the part of the hotel). The wedding day arrives and our guests begin to have problems with the check-in times (they have them waiting until 3:00 p.m. to give them the room, when they had to enter at 1:00 p.m.). The rooms are in poor condition, lack of supplies both in the bar to eat (knowing that they had the hotel full), and in the rooms (some without towels), bad smells, poor treatment... The next day, the hotel starts charging many of them (because others were staying a second night). Here come the surprises among our people due to the different rates they charge each for rooms of the same category (up to €100 for a double room). Needless to say, it is a completely exorbitant price. This does not happen only in an isolated case, it is repeated in up to 3 different reservations. In addition, a triple room was charged as a quadruple room (this has been claimed on different occasions and they do not want to refund our money). We called Claudia to find out what was happening and tell her about the prices they were charging people and she told us that she was no longer working there but that couldn't be the case. She told us that she would call the hotel because she was amazed by what we told her. Seeing that she was not there, I had to go to the hotel personally but they told me that until Monday there was no one responsible. INCREDIBLE TO HAVE TO BE WITH THESE PROBLEMS THE DAY AFTER MY WEDDING. In short….a very unpleasant experience that we do not recommend to anyone. All this culminates with a call on Monday to the hotel and a very unpleasant conversation with the owner (a person, to our surprise, with a very superb and 0 collaborative attitude). We try to make every effort to resolve this situation: we forwarded all emails with room confirmations, we made a list of the different incidents and the feedback from the more than 30 people who will be staying.