Booking.com advertises the properties with the information provided by the hotels themselves.
1) This Castillo Beach VistaHotel was advertised along with the Castillo Playa, Cay Beach caleta hotels as having an airport shuttle (listed in services). Now, this service does not appear any longer on their Booking.com webpage, it had been removed on purpose after my claim.
2) WHEN I booked in advance through the internet, I WROTE in the specified field that I wanted a taxi early on Sunday morning and gave the exact hour of picking up. So I made the shuttle booking in advance, something that the manager and staff should have paid attention to.
3) WHEN I checked in at the hotel and talked again about the taxi, the lady at the reception desk said that NEVER there was such a service We checked together on the net, such a service was written on the Booking.com page . She said it was a mistake (by the way, it is written there is no internet connection whereas there is wifi...so all info is false)
4) I said then to the receptionist, let's hire a taxi for the next morning, she replied back that there was NO possibility to book a taxi in advance! That I have to call one early in the morning, she gave me the taxi phone number, BUT that was impossible as there was no phone service in the room and the reception would be closed at that time of calling in the morning....So not only the guests did not get the service they were supposed to get but there was not possibility to call the taxi station! We were stuck far from downtown and taxi stations in a remote place without airport shuttle and possibility to call for a taxi!
5) contacted by Booking.co, the Hotel manager tries to say that I want to lower my stay !!! Here is what he wrote:
Estimada Katie,
Gracias por la información recibida en el día de hoy, sinceramente
no consideramos una reclamación seria la información expuesta por
el cliente.
Castillo Beach, cuenta con un un servicio de conexión al aeropuerto
que por supuesto es necesario contratar y avisar con antelación, en
ninguna información establecemos que sea gratuito y que este a
disposición del cliente.
Sinceramente observamos que se trata de un cliente con ganas de rebajar
el coste de sus vacaciones.
A la espera de tus valoraciones y noticias,
Atentamente,
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Dear Katie,
Thank you for the information received today, honestly would not
consider a serious complaint information exposed by the client.
Castillo Beach, has a connecting service to the airport which is of
course necessary to hire and advance notice, we do not establish any
information that is FREE.
I honestly see that this is a client wanting to lower the cost of
his holiday.
Sincerely,
Fran Canabal Director General Castillo Beach
________________________________
This bad manager just tries to escape to answre the problem and just erased the Shuttle service from the website...So, no proof. He lied as saying there is such a shuttle service to be boked in advance as the lady at the reception said there never was. He even never replied back directly to me and just wrote that I am a customer wanting to lower his stay..... Well...easy saying!!
I am very angry to hear that as I have been obliged to book such a low service hotel only on the purpose of an airport shuttle will be available early on sunday before any local buses services, with no possibility of cancelling the hotel upon misinformation. I booked just on the purpose to spend the night close to the airport and to get this damn shuttle.Plus running after a taxi early in the morning with my luggage because no phone/reservation available ... About lowering my stay, he is a stupid and unprofesional man to say this. (I spent nice stays in expensive and high standards canarianse hotels in Costa Calma and Costa Teguise with no problems of services, so no complaints). Ima not running after a $13 taxi bill
BY THE WAY THIS HOTEL IS IN A REMOTE PLACE, NOT EASY TO WALK IN WITH LUGGAGE ALONG MANY ALLEYS AND STAIRS. AWFUL NOISY PLASTIC MATTRESS THAT MAKES YOU SWEAT. IN CASE OF ANY COMPLAINT ONE KNOWS NOW IT WILL BE HANDLED BY THIS DIRECTOR. BOOKING.COM IS OF NO HELP.
- Castillo Beach
- Castillo Beach Fuerteventura
- Castillo Beach Apartments
