Hotel Urdanibia Park

Lisah Rowland7 months ago

1/5

So, my husband and I spent the night at Hotel Urbanidia Park. It's worth noting that it's located and surrounded by highways. So, getting a totally "highway buzz- free" room there is close to impossible. We changed rooms twice before deciding on the better of the two options they gave us. Let me also add that the lady (member of staff), that attended to us upon checking in, was a delight to deal with, extremely helpful and more than patient _ given the circumstances. Kudos to her! 👍🏾5 stars 🌟 to this lady. Now, check out is 11:00 am where this facility is concerned. So, next morning, I'm getting my self prepared to exit room, just came out of the bathroom that was located a scarce feet away from the main entrance, and I hear someone LETTING THEMSELVES INTO MY ROOM! And alas! Standing right there before me, was a member of the maintenance staff! She mumbled a ," perdón" and hastily left the room. I was bewildered! I checked the clock, it said 10:57 am and immediately sprung to the door to enquire as to why my intimacy had just been so crudely violated. She responded to this by saying that SHE'D knocked prior to that but decided to help herself into my room anyway, BEFORE OUR CHECK OUT! She did not knock! My husband and I were right there and that lady just used her key to let herself in our room, PRIOR TO OUR STIPULATED check out time. "Is that the kind of staff training you give to your workers?" Even if it had been, in theory , past 11:00 am, surely, there's a protocol to follow. If in doubt, call at the reception and enquire as to whether the occupants of said room have vacated or not. Upon check out, I mentioned this to the lady at the front desk, who _ at that moment _ was reassuring the maintenance staff lady in question, that she should not worry at all about the incident. This, I overheard while we waited to hand in our key. I, then , proceeded on to letting the front desk staff know that we weren't quite at all pleased with what had happened in our room. I requested to leave a formal complaint form filled. She was reluctant, and kept saying that the forms they had were "del gobierno vasca" and that if I wanted to, I could send an email to the hotel stating the matter. So, I asked her what she meant regarding the complaints forms....and all she did was shrug the question away, grab the forms and prepared them for filling. A formal complaint was written, the front desk lady attending us left and we had the lovely lady that checked us in the previous day, sign and stamp our copy. It's been a little over a week since we were there, and we're yet to hear from them. "Hotel Urdanibia Park, aside from your rooms being inevitably noisy, walls so thin you can hear every bit of conversation next door, beds HARD as rock, the bathroom in our room definitely needed a whole lot of TLC, the units in the room are so battered and outdated, definitely not what we saw advertised on Booking, personally I draw the line at MY INVASION OF INTIMACY AND PRIVACY! That's not the way to go. I'm still hoping to hear from you on this incident because it CANNOT go unnoticed and should DEFINITELY NOT be repeated. Clients PAY to rest, and have their privacy intact during their stay. THE member of your cleaning staff, on said day, was in UTTER breach of this covenant. I am not a happy client!"