“Disappointing service and poor communication – not worth the price”
Unfortunately, my experience at Pabellón was extremely disappointing, especially considering the hotel’s price and positioning. The problems started at check‑in, where I received barely any information or assistance. Throughout my stay, communication was a constant issue. Several staff members spoke very limited English, which I completely understand, but English‑speaking colleagues were available and rarely asked to assist, despite the hotel being far from busy. One of the main reasons I booked this hotel was its spa facilities. Despite enquiring about massages in advance and being told I could book one for the following day, the receptionist mistakenly scheduled it for a day when I was no longer available, even after I repeatedly explained this. Restaurant service was equally frustrating. Simple requests were dismissed due to communication issues, although the restaurant manager later confirmed they were possible. I also received the wrong dish despite confirming my order twice. On my departure morning, breakfast was supposed to start at 8:00 AM, but nothing was ready when I arrived. As I had limited time before leaving, this resulted in another frustrating experience and a heated discussion with staff. What disappointed me most was the hotel’s handling of my complaints. Despite raising these issues directly with management, I repeatedly had to chase them for responses. Even after acknowledging the problems, they refused a monetary refund and only offered a voucher for a future stay, despite knowing I live abroad and have no plans to return. Mistakes can happen, but the repeated lack of communication, initiative and professionalism is unacceptable for a hotel in this price category. Beautiful facilities mean very little when the service consistently fails to meet expectations. I would not recommend staying here.
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