"The check-in process was complicated, stressful and time consuming with a sign on the road giving instructions to check-in online. After three failed attempts to do so, we went in search of a reception where we found two receptionists. We were also told by them that we should check-in online. Not the friendliest off welcomes but when we objected, they did allow us to check-in with them.
Our room on the top floor was clean and as we expected. We dropped off our bags in our apartment and immediately went out to explore and for dinner.
We returned around 10pm to find the roof leaking with rain water dripping onto the bed and the bedding and mattress sodden! Judging by the state of the fabric on the dining chairs, this is not the first time that there has been a leak in this room.
There was an emergency number on the roadside sign so we had to walk down there to find it and phone for assistance. There were no other rooms available so we were told to wait while they found alternative accommodation. We waited over 20 minutes for a call back to be told they had found a hotel room. When we pointed out that we are a family of 4 so would need a family room or an apartment, we were told to wait again for a call back. Again we waited over 20 minutes to be called back. This time we were asked if they could simply replace the mattress and move the bed away from the leak. However, the room was not big enough to fully move the bed away from the flood of water and the noisy dripping would have kept us awake so we declined. We were then given details of a family suite in a hotel less than a 5 minute walk away. So at 11pm, we traipsed up there with all of our luggage and our two children. It immediately became apparent that Arabel Apartments had not spoken to the hotel as we were told that the family suite was not available as it had not been cleaned. The night receptionist was very kind and allowed myself and our children to wait there with our luggage whilst my husband went over the road to book us into a different hotel. This hotel cost us significantly more than Arabel Apartments, plus it is now 5 days later and we still have not received a refund from Arabel Apartments."
