Before arriving, we were told that due to some system error, some of our group’s bookings were moved from El Jardin de Su Merced to Hotel de Su Merced. That was fine by me. Having stayed at this lovely hotel numerous times over the last 20 years, choosing it for our traveling groups, I have always enjoyed my stay in various rooms very much.
Unfortunately, my loyalty over decades was this time “rewarded” with placement in room 23. This turned out to be a small, dark and stale room with no light, air or view. Lying at the dark end of a hall, the only light came in through a small window high up on a wall. It felt more like a prison cell, albeit with a comfortable bed, than a hotel room.
When asking for a change, I was told no other room was available. I don’t doubt that was true, but as this was before noon and some clients had already checked out, this clearly shows prioritizing new incoming clients over existing ones.
To sum it up, I have enjoyed many stays at this hotel. But I was very disappointed both with room 23 and how my complaint was handled. This room is so far below the usual standard that if offered at all, it should be to informed clients and at half the price of other rooms — certainly not charged at the same exact rate. However, my complaint was not met with any such suggestion.
The rest of our group were satisfied with their rooms, as I have been in the past.
