We booked an apartment room at this hotel for 2 adults and 2 children, particularly on the basis of the reviews on Trip Advisor, the location and the advertised kitchen facilities (as we were travelling with young children it is convenient to be able to have evening meal in the room).
On arriving at the Hotel, we were informed it was overbooked and no room was available. We were sent next door to the HG Hotel, where we were informed that the Guitart has rooms permanently on standby as they consistently overbook. The rooms they had reserved in the HG were double rooms with maximum occupancy of 2 adults. The Hotel was unable to accommodate us, even after we suggested that we would accept two adjacent rooms. We returned to the Guitart to be directed to a third hotel which we were told was "just around the corner". After driving to their directions for 10 minutes, we had to stop and ask for further directions and were informed that the subsitute hotel proposed was 3 km away from La Molina. We arrived at the Supermolina hotel and were finally given a room, some two hours after we initially tried to check in. The subsitute hotel room was not equipped as an apartment, resulting in further phone calls between Guitart and Supermolina, until finally at 9pm the Supermolina Hotel agreed to supply us with four plates and a knife so that we could make a sandwich.
The subsitute hotel was not to a similar standard, not in a similar location, and did not have similar facilities. As such we contacted Guitart to ask for a refund which they declined as we had "accepted the accommodation offered" - by which they mean that at 10pm at night we declined to sleep with our two children in our car.
I cannot comment on the actual facilities at Guitart, as we weren't ever able to access them, but overbooking appears to be a company policy and they do not have a sufficient service level to be able to deliver that policy without significant inconvenience to the traveller. If you are looking for a hotel in this location, the HG staff were much more helpful and actually seemed to care whether we had somewhere to stay or not. It may be that if you are lucky enough to get a room the other reviews are correct, however we did not arrive at a particularly late hour, and there appeared to be several other parties in a similar position
- Guitart La Molina Hotel
