I booked 5 nights at Casa De Mar. Unfortunately, I was not able to stay at the property due to booking mistakes.(I was supposed to book Aug but booked July instead.) It was my mistake to book the wrong dates but I was very disappointed how the hotel staff handled the situation. First of all, the hotel did not call me or e-mailed to my personal email address when I did not show up on the first day. I only got one message from the hotel through Expedia.... So, I had no idea that I booked the wrong dates. In addition, when I called the hotel to see if they could make any changes to my reservation. The booking agent told me to send an email. I was disappointed that they could not handle it over the phone... At the end, they e-mailed me back stating that they would not give any refunds or changes to my reservation. I was not expecting the full refund since it was my fault but expected something such as free breakfast or upgrades to the better room or something!! I paid over $700 and got nothing out of this trip. Although it was my fault,I was expecting some sort of hospitality from them.
In the past, I stayed at 5-star hotels and their hospitality was exceptional. I expect high-end hotels to handle troubles better than other hotels. For example, my aunt accidentally threw away train tickets in the hotel trash can. The hotel cleaning staff found the tickets and called her cellphone a few hours after the check-out. You would not get that much of excellence from this hotel.