Hacienda Del Cardenal

“Not a good experience and will definitely not return”

The entrance to the hotel has a permanent water leak at the stairs to reception. We and our friends were booked into 2 of the furthest rooms from reception having to take 2 lifts every time. Whilst our room was ok the facilities in the room was below par. No soap and very little shower gel and sham… more

The entrance to the hotel has a permanent water leak at the stairs to reception. We and our friends were booked into 2 of the furthest rooms from reception having to take 2 lifts every time. Whilst our room was ok the facilities in the room was below par. No soap and very little shower gel and shampoo. With the exception of the reception staff, all the catering staff in the breakfast area and the bistro were basically untrained and very rude and unhelpful. We came down to breakfast one morning and there was no bread for toast. I asked one of the waiters and he just ignored my request. Another waiter just confirmed that there were only small rolls, and definitely no wholemeal or white bread available I have never seen such a poor quality breakfast. The area was poorly laid out with plates only under the crowded toaster area, which were almost invisible when searching for them. Drinking glasses were on the opposite side of the room from where the breakfast juices were located! Probably not good enough for even a two stat hotel. Definitely not expected in a four star hotel.

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“NOT 4 STAR SERVICE.”

This Hotel claims to be 4 star but misses this rating significantly. On the PLUS side - Lovely traditional building in great shaded garden with two swimming pools. Good location to access the walled city via an escalator. Reception staff helpful & multi-lingual. The NEGATIVES - Hotel appears to b… more

This Hotel claims to be 4 star but misses this rating significantly. On the PLUS side - Lovely traditional building in great shaded garden with two swimming pools. Good location to access the walled city via an escalator. Reception staff helpful & multi-lingual. The NEGATIVES - Hotel appears to be seriously under-staffed and poorly trained customer facing staff. Given the multinational guests staying there the customer facing waiting staff can only understand/communicate in Spanish. Breakfast was chaotic - have to seek out a staff member to take your order & on one occasion not arriving until challenged then delivered cold. Not able to get a drink of coffee/beer at 12.00 noon - told bar didn't open until 1.00pm. No bar service at pool, having to go down 3 flights of stairs to get a drink - but not until 1.00pm earliest! despite 28 degrees of heat. Ask to see their drinks list & you get a blank stare back or the word "drinks?" Full menu in restaurant only available Thurs to Saturdays! Rest of week is every limited menu (same menu at dinner & lunch) will no other options for food outside of lunchtime at 1.00pm or dinner at 8.30pm. In 4 days we saw no evidence on any effective management of staff or processes to ensure staff control, direction or to deliver effective or good customer service. The customer service falls well short of accepted 4 star standards with limited availability of food/times and drinks when required during Toledo hot days. Apart from the property itself & gardens the overall experience would barely achieve a 2 or 3 star rating internationally. Our 3 star hotel in Segovia was more satisfying.

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