Castellbell I El Vilar Holidays from £245

Within hours of our arrival, around 1900hrs, the electricity to our room failed and we were left in the dark. We asked to be moved to a room that did have power but were told that power would be on within the hour. At 2330hrs, after going to bed, we were called and informed that there was a room availble. We stated we didn't feel comfortable packing up in the dark. The next moring, at 0715 we callled the desk and asked for the key to the offered room. We were informed it was given to someone else. In the morning we also discovered the hot water was not working. Because we were going out for the day, we packed our suitcases and asked the front desk to have their staff move to a new room when one was available. They flatly refused to do that. We could leave them in our room or bring them down to the hotel luggage storage room. We left them in the room. When we returned around 1400hrs, power and hot water were back on. At no time did the hotel acknowledge responsibility for the power failure, offer condolences or suggest there would be an adjustment to our acccount.

Our room had an odd layout where our window was pointed to the inside of the hotel lobby and not outside. Room smelled a bit like cigarettes (not sure if our neighbour was smoking), location was perfect, staff were super friendly.