"Honestly, I have never written a hotel review in my life, but this experience made me so upset that I felt I had to share what happened.
The biggest issue was not simply that there were problems with the rooms, but the way those problems were handled, particularly by reception.
When I first arrived, I was assigned an accessible/disability room even though I had not requested one. There was also a strange noise coming from the bathroom, and the air conditioning was not working properly. I contacted reception and was eventually moved to another room.
Unfortunately, the second room also had an issue with the air conditioning. The system was on, but it was barely blowing any air. There was also a noticeable whistling sound coming from the ceiling/wall area, which made it even clearer to me that something was not right.
I called reception to report the problem. It took around two hours for someone to finally come to my room, and when someone did arrive, it was the trolley/luggage attendant—not a technician.
I have nothing against the trolley attendant personally, but air-conditioning systems are clearly not his area of expertise, so I could not understand why he had been sent to assess a technical AC problem in the first place.
He checked the AC and told me that it was fine and that “this is how it works in Spain.” However, it was clearly not blowing air properly. While checking it, he even changed the AC mode to heating. Meanwhile, the whistling noise from the ceiling/wall area was still there.
Eventually, the trolley attendant told me that he would speak to reception about it. I waited again, but nobody came back to me, so I had to call reception myself.
The receptionist then told me that the trolley attendant had reported that everything was fine.
I explained again that everything was clearly not fine. I told the receptionist that if he did not believe what I was saying, he could come to the room himself and check the AC. His response was that he believed the person who had already come to my room.
That was the point when I realised that the way the situation was being handled, and the way I was being spoken to, was simply not the level of service or behaviour I would expect from a hotel reception.
I then asked for the manager’s or director’s contact details because, if the receptionist was going to speak to me in that tone while nothing was actually being done to resolve the problem, I wanted to speak directly to the person in charge.
I was told that there was nobody else available and that the receptionist himself was the person in charge.
After that conversation, he finally started listening more carefully. I explained again that I needed an actual technician to inspect the air conditioning, not the trolley attendant. He then told me that the technician was in the restaurant fixing something and that he would try to contact him again.
Reception later called me and said that the technician would be at my room within 15 minutes. It definitely took longer than that, but eventually the technician arrived.
And, as I had been trying to explain, there actually was a problem.
The technician confirmed that although the AC system itself was operating, there was an issue because it was not properly blowing air. He told me that he would speak to reception.
To be fair, the technician was the only person throughout this entire process who I felt genuinely tried to help me. He was polite, patient and actually made an effort to understand the problem. There was a language barrier between us, but he even used his phone to translate from Spanish to English so that we could communicate properly. I genuinely appreciated his attitude and the effort he made.
After the technician spoke with reception, I received another call and was asked to go and inspect another room on the second floor before they assigned it to me. I went to see the room, checked it and agreed to take it.
By the time I finally settled into a room, it was around 6:00 PM.
The whole process had started at approximately 2:30 PM.
So, from around 2:30 PM until 6:00 PM, I was dealing with room changes, air-conditioning problems, waiting for staff, having a trolley attendant sent to assess a technical problem, calling reception repeatedly, arguing just to have an actual technician sent to the room, waiting again for that technician, and then having to move rooms once more.
This was only a two-night stay. I did not come on a short vacation expecting to spend around three and a half hours of one of those days dealing with room problems and reception. I certainly was not planning to keep changing rooms and spending my time trying to convince reception that there was actually a problem.
What frustrated me the most is that the technical problems themselves were not even the main issue. Problems can happen in any hotel, and I understand that. What matters is how those problems are dealt with.
In this case, I felt that the situation could have been handled much more professionally from the beginning. Instead of sending the appropriate technical person, a trolley/luggage attendant was sent to assess an AC fault. When he said that everything was fine, his assessment appeared to be accepted over what I was repeatedly explaining, until an actual technician eventually came and confirmed that there was indeed an issue.
I was also particularly disappointed with the attitude of the reception staff I dealt with during approximately the 3:00–6:00 PM period of my stay. I do not know their exact shift hours, so I can only refer to the times when I personally dealt with them.
Unfortunately, the poor experience did not end there. When I was checking out, the night-shift staff member who dealt with me after taking my suitcases also treated me extremely poorly. After everything that had already happened during such a short stay, that was a very disappointing way for the experience to end.
Beyond the service, I also did not feel that the condition of the rooms I was given reflected the standard I would expect from a four-star hotel. Experiencing issues in more than one room, particularly with the air conditioning and the noises I encountered, made the overall standard even more disappointing.
As I said at the beginning, I have never felt the need to write a hotel review before. I am writing this one because the experience genuinely affected what was supposed to be a short two-night vacation.
I did not expect perfection. I expected the rooms to be in good condition, a technical problem to be taken seriously, the appropriate person to be sent to investigate it, and to be treated professionally when speaking to reception.
Unfortunately, based on my personal experience, I would not stay at this Vincci hotel again, and I personally could not recommend it to others. Neither the condition of the rooms I experienced nor the level of service I received reflected what I would expect from a four-star hotel."
