Ruben
4.0
/10
Reviewed 14 week(s) ago
Hotels.com verified review
I have stayed at Castros Hotel several times, and it has always been my first choice when visiting the city. Unfortunately, my most recent stay left me disappointed.
As on previous visits, my brother came to pick me up for dinner. Sometimes he waits in the lobby, and sometimes he briefly comes up to my room before we leave. This time, he was in the room for about 15 minutes, and then we left together.
At checkout, I was informed that I would be charged an additional fee for his “stay.” What was even more concerning was being presented with a form that he had signed to pre-authorize the charge. As the registered and paying guest, any authorization related to my room should have been discussed directly with me.
My disappointment is not about the amount charged, but about how the situation was handled. The communication felt unprofessional, and there was no effort to explain the policy beforehand or address the matter appropriately with the guest responsible for the reservation.
After several positive stays, this experience was unexpected and left a negative impression. I hope management reviews its procedures and focuses on clearer, more professional communication with guests in the future.
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