El Hotel Pacha

Didn’t have the chance to live there because of the cancel of my flight + the hotel didn’t allow me to modify the date:(

I booked two stays at El Hotel Pacha in 2023, with plans to enjoy the hotel’s renowned service and amenities. Unfortunately, due to unforeseen changes, I had to cancel both reservations. I followed all cancellation policies exactly and received written confirmation from the hotel that I would be refunded €560 in total. However, despite nearly a year and a half of repeated follow-ups, emails, and reassurances, my refund has still not been issued. In February 2024, after several months of waiting, the hotel unexpectedly requested a “certificate of ownership” for my bank account. This is an unusual request, especially since I had already provided my account details multiple times. Additionally, my bank in Germany does not issue this type of document, something I explained clearly. Yet, instead of resolving the matter, El Hotel Pacha delayed further. My final email in November 2024, requesting a resolution within five business days, was ignored. While I originally looked forward to staying at El Hotel Pacha, this experience has left me disappointed and frustrated. The lack of accountability, transparency, and communication over such a long period is unacceptable. If you’re considering staying here, be cautious about making any payments you might later need refunded. I sincerely hope no other travelers have to endure this level of unprofessionalism.

The rooms are nice but that really is about it. I would recommend staying somewhere else given the price. They advertise guest list entry to Pacha but we received an email just over a week before saying that this was no longer available due to a change in management. It was only after numerous emails that they gave in and honoured the original offer. There are no real facilities. The pool is tiny and more like a courtyard garden. They are also obsessed with charging for everything in the moment rather than allowing you to put on your room. Overall, a basic hotel that’s trying to utilise the Pacha brand to its advantage.