"Our experience at 4R Gran Regina was extremely disappointing and far below what we expected from a 4-star hotel. Based on the cleanliness, maintenance, and overall standards, it felt much closer to a hostel, motel, or perhaps a 1–2-star hotel than to a 4-star property.
The room we were assigned was in a condition that made us decide not to spend even a single night there. It simply did not look properly cleaned before our arrival. There was a significant amount of hair on the bathroom floor, hair on the mirror and even stuck to the bathroom wall (probably from a hairdryer). There was dust and dirt around the edges of the beds, the blue blanket had greasy stains, one of the beds had what appeared to be blood stains, and the mattresses were very uncomfortable. We never had the feeling that the bedding was clean enough to sleep in.
Because of this, we refused to stay in the room from the very beginning.
We only ate dinner once. That was enough for us not to want to eat there again. Besides the food itself, the restaurant was extremely crowded. It was so busy that walking around with a plate felt uncomfortable because people were constantly passing very close to each other. The overall dining experience was stressful rather than enjoyable.
One incident particularly caught our attention: glasses were placed on our table, and when we said we didn't want anything to drink yet, they were simply taken away again. One of those glasses had visible red lipstick marks on it, which seriously made us question the hygiene standards.
What disappointed us even more was how the entire situation was handled.
We lost five days of our holiday dealing with the hotel and the travel agency instead of enjoying our vacation. From the first day we trusted the hotel's promises and believed a solution would be found quickly. Unfortunately, every day we received new assurances, but nothing actually changed.
The reception staff appeared friendly and willing to help, but in reality no meaningful progress was made. The managers avoided speaking with us directly and seemed reluctant to face the situation. More than once, it felt as though they preferred to stay behind closed doors instead of discussing the issue openly.
Only after we called the police did the hotel finally become willing to reach an agreement. Until then, despite countless conversations, there had been only promises without any concrete solution.
To be fair, we do appreciate that the hotel eventually offered a solution which we accepted. However, this happened only on the fifth day. The same solution could have been offered on the second day, which would have saved us days of stress, phone calls, and uncertainty.
Instead, we spent almost our entire holiday trying to solve a problem that should never have existed in the first place.
We left deeply disappointed. Problems can happen anywhere, but the way they are handled makes all the difference. Unfortunately, this experience was nowhere near the standard we expect from a 4-star hotel. I really believe this hotel has big potential, but they need to tackle the hygiene and cleaning standards, as this is a criterium for a lot of people."
