Best Western Plus Hotel de la Regate

We had an issue with the floor of our bathroom being wet. After using the shower, we noticed it was leaking from under the bath. This was reported, but we were told as it was late it would not be possible to have it looked at. We were offered to move rooms, but as this was a joint room, we could use the bathroom of the other room so stayed. We mentioned the issue again the next day on check out and this receptionist was not aware but said she would have it looked at. The following day I had €200 deducted from my bank. I rang up to see why and was accused of making a mess in the bathroom, flooding it. I was told a technician could not find an issue and so it must be ‘guest error’. After multiple calls about the issue I finally received a call and was told that after a visit from a second technician, there actually was an issue and received an apology. While I appreciate the apology, I wasted a morning of my holiday worrying and dealing with this issue and do not appreciate having a random fine deducted from my card with absolutely no communication beforehand. There appears to be no system for staff to log issues reported by guests, as if the issue was communicated effectively to the morning staff, they would have been fully aware and would have had that staff members testimony. Instead I was told that they would have to wait until that staff member started later in the day to get ‘her side of the story’. In summary instead of receiving an apology for a fault in our room, we received an accusation and a fine. The poor communication made this all the worse. If this is the type of service Best Western are proud of, I will certainly not be returning or recommending your hotels.

The rooms have no air conditioning. When we asked we were told they are an eco hotel, yet they have multiple single use plastics in the rooms (toiletries and amenities) and fans running all the time in the communal areas to keep it cool. Not very eco friendly after all! We will not stay here again.

A very lovely and friendly receptionist who welcomed us and assisted us for dinner needs. There was a strange smell in the room and hallway, not sure if it’s just the carpet, which might need cleaning. The check out was lovely too. Plenty of parking too.

The hotel has been renovated and the decor is lovely. The staff are friendly and helpful. We was being lazy so chose to have the room service food. I didn’t hold out high hopes, as usual the food is not great. But the food was so good and then the breakfast was good too. We cannot fault this place.