Thalasia Costa de Murcia

"They do not let you in without a reservation and on top of that, rookie staff."

"Lamentable experience with the customer service at Hotel Thalasia. We are checking into the hotel today and, since 10:00 this morning, we have been trying to contact the front desk by phone to ask if there was a possibility of moving our check-in from 15:00 to 12:00 so we could organize ourselves. In all the calls, an answering machine comes on indicating that the lines are busy and that they will return our call. After more than two hours of trying to make contact, no one has assisted us or returned a single call. Finally, we had to look for an alternative WhatsApp for the hotel on our own, where they responded to us at 12:30. Curiously, only when we expressed our intention to cancel the reservation did they get in touch with us. The truly unpleasant part came when we conveyed our complaint, with total politeness and respect, to a receptionist named Tamara. We even expressed to her that we understand she might be alone or overwhelmed with work and that our complaint was not directed personally at her, but at the hotel's lack of telephone service. However, her response was that "if we went about it the nice way, she could see what she could do, but if we went about it the bad way, nothing could be done." An absolutely inadmissible response. We perfectly understand that early check-in depends on the hotel's availability, but not on whether a guest files a complaint or whether a receptionist likes them more or less. We were not demanding any privilege; we simply wanted to receive information and proper service. Our initial complaint was not against Tamara, but after the treatment received, it is now against her as well. We have not even begun our stay yet and the experience has already been deeply disappointing. We hope that management takes note, because a hotel of this caliber should offer much more professional and respectful service."

"Terrible service at the hotel reception, total incompetence of the Staff"