E-mailed the hotel two days prior to arrival, and asked for a double and a single room, or a triple room. This was confirmed in a very polite reply the day after. I replied asking for an upgrade to double superior.

The second reply was also very nice and polite, informing me that they only had matrimonial ("married") superior, "no doubles".

I replied once again, that this was no problem at all, and asked them once again to confirm one single and one "married" room. This was the day before arrival.

We arrived at the hotel, and was greeted by a very friendly and smiling bellboy, who helped us with our bags.

We entered, and I waited for the man behind the reception counter to look at me. We greeted, and I said in my medium Spanish "I believe we have a reservation for one single and one double room", and I told him my name.

He spent about one second looking at a list, and said there was no reservation.

He still had not looked at me. He only looked up to quickly remove a key from the counter in front of my mother, and looked at her as if she was about to steal the key.

I told him I´d received an e-mail from the hotel, confirming the reservation, and asked him if they had any rooms available. He looked at his list again, and said the hotel was full.

Still no eye contact, and not another word from him.

No apology, no attempt at researching whatever happened, no offer to call a taxi (we had quite a lot of luggage), no suggestion of another hotel or offer to call one. Not one more word. I was speachless. As you all can see from on my profile, I´ve visited quite a few hotels in several parts of the world the last years, and never have I been treated like this by any person in the tourism business.

We found another hotel, and I checked my e-mail to see if there was any new e-mails from the hotel (I hadn´t checked it since the same morning). There was actually an e-mail from them (at noon on same day of arrival at hotel...), asking for credit card details.

This is what happened, and now you know. Make up your own mind...