Sofitel La Reserva Cardales 5 stars

To whom it may concern, We are writing to formally express our profound disappointment, frustration, and outrage after what should have been a memorable and special stay at Sofitel turned into one of the worst hotel experiences we have ever encountered. This was not just below expectations — it was an absolute disgrace for a hotel brand of this category. Appalling Cleaning Conditions: The cleanliness of the room was beyond unacceptable. Hair — including pubic hair — was found absolutely everywhere: in the shower, in the hot tub, on the bed sheets, and even on the dining table. This is not only disgusting — it is a clear violation of basic hygiene standards that any hotel must comply with, let alone a Sofitel. Terrible Facilities Maintenance: The terrace furniture was old, burnt, and broken. The exterior walls were unpainted, and dirty foot stains were visible on the welcome wardrobe. Most alarmingly, the emergency exit stairway was completely blocked by overgrown bushes — a serious and unacceptable safety hazard. The Spa – A Disgraceful Experience: The spa facilities were dirty and poorly maintained. The pool was filled with sediment, the bathroom doors offered zero privacy, and the walls were covered in moisture and dampness — particularly concerning near electrical outlets. None of the water jets were functioning, making it impossible to use the "water circuit" we had booked. It was only after complaining that we were told the system was deliberately shut off at 3 PM to allow children to use the area due to the outdoor pool being under renovation — information that was never provided to us in advance. Our appointment was at 4 PM, leaving us with no access to the experience it was paid for. As an additional (and frankly, ridiculous) detail, the tea provided was cold from having been left out for hours, and there were no clean glasses available. We were later offered a voucher to return to the spa — but after this nightmare, we have absolutely no desire to return to such a poorly managed and disgracefully maintained facility. Service – Shockingly Poor: The tissue box holder in our room was empty and full of marker scribbles — unacceptable in any hotel room, let alone in a Sofitel. Despite having informed the hotel that we would be checking in after 11 PM — as this was our wedding night — we arrived to find a champagne bucket with completely melted ice and warm sparkling wine, even though the room was equipped with a minibar. A basic gesture was handled with zero care or respect for the occasion. Room service quality was equally poor and far from what one would expect from a Sofitel. We have documented all of the above with photos and videos, which were shared directly with the hotel manager before check-out and have also been sent via email to the reservation team and the hotel manager, as requested. Given the disastrous experience we were forced to endure — and considering this stay was a wedding gift — we are formally requesting a full refund of the amount paid. It is deeply disappointing and upsetting that this stay — meant to be a cherished memory — turned into such a regrettable experience. We expect an immediate response, appropriate compensation, and action from your side. Nothing will undo the frustration and disappointment we experienced, but the very least Sofitel can do is acknowledge this unacceptable situation and act accordingly. Sincerely,

UN LUGAR RECOMENDABLE Y QUE VOLVERIA

All Good. I have 2 kids, a 5 and a 7 year old. I ordered a pasta dish for each from the kids menu at La Butaca for dinner and the amount of pasta was really small, both girls were still hungry so I had to order them another dish (breaded meat with fries this time, this one was average kids size). I mentioned this to the waiter and she only replied that these are kids dishes.. but really it is the cheapest thing on the menu, plain kids pasta with no sauce... I should have taken a picture...

Worst nightmare. This used to be a 5 star top rated hotel. It went near bankrupt. New shareholders now offer huge discounts. The place gets full of all kind of people you would NOT expect in a 5 star. We booked the most expensive room. Cold, lacking decor, empty walls, no paintings/pictures, the mega super balcony had only two sofa chairs, soiled, old. Impossible to follow shower instructions. And we are Argies with British background. Travel a lot. Manager too young. We did get a 20% discount. Breakfast was a zoo. Full of screaming children, undesrstaffed. A dreadful experience. Getting in through security is a 15" ordeal. We shall never return. And it is a great pity. It has a lot to offer... They have lost their mission. Janine & Danny Bell

Súper recomendable!!