Cerro Atlantico by Umbral

Very disappointing experience.

The check-in process was extremely poorly managed. Initially, we were told via Booking that check-in would be as stated in the reservation. However, on the day of our arrival, we were contacted on WhatsApp and informed of additional restrictions that had not been mentioned in the booking, including a dinner break between 20:00 and 21:30.

When we informed them we would arrive at 16:00 (the start of check-in), we were told this was not possible. We then adjusted to 19:30 in an effort to accommodate them, but this was also refused. Despite the lack of clear information beforehand, we repeatedly changed our plans to fit their availability.

Communication was very poor throughout — over the course of 6 hours, they replied only a few times, mainly to say that none of our proposed times worked for them, and then left us on read without any further response.

Upon arrival, we were unable to reach anyone despite calling continuously. When someone finally answered, we were told they would come immediately, yet we had to wait an additional 30 minutes — nearly one hour in total before anyone arrived.

The apartment was booked for 6 people, yet only 2 rolls of toilet paper were provided, and when we asked for more, we were told that no additional supplies would be given.

Additionally, the hot water ran out before all of us could take a shower, which is unacceptable for an accommodation advertised for 6 guests — especially in a beach location where it is reasonable to expect that everyone will want to shower imediatly after getting home.

Overall, the service was unprofessional, poorly organized, and did not meet basic expectations.

Would only recommend for the price.

Nothing

The air con remote didnt work
The TV didnt work
The bidet drain was blocked
There were stains on the sofa and debris under the bed
The pool area was a building site

We were asked to confirm check in time, I said 2-3pm. When I arrived I called the numbers provided numerous times without an answer and then eventually was told someone would arrive at 3pm to let us know whether or not we could check in. So I waited just to find out whether it was possible and no one showed up. I was left sitting on the steps outside in the cold and rain with barely any phone battery for nearly an hour until another guest eventually let me into the lobby where I could wait. They expressed to me that they also had the same frustration when they arrived.
Eventually someone called again after 3pm to say they were 20 minutes away. Only at this point I got an email to say my earlier check in time was rejected - whats the point in rejecting it an hour after the requested time? It would be helpful to know in advance.
I feel the communication from staff should be much clearer, particularly as there's no receptionist on duty or an accessible lobby for guests to wait in or leave their bags if the main door is locked.

I wouldn't stay again :(

No informaron no había piscina

Ni se gasten en alquilar este lugar, puede arruinarles las vacaciones

Svårt att checka in. Blev problem i kommunikationen.
Städerskan fick ringa och berätta att vi väntade på personal.
Hade ringt tidigare på dagen och skickat sms om att vi ville checka in kl 16.

Saknades skärbräda och större kniv.
Köket var trasigt i lådor och hyllor i kylen men fungerade bra för oss.

Cuidado. Ninguém aparece para entregar as chaves do alojamento e não há reembolso. Nunca me aconteceu tal coisa visto que reservei pela booking e os responsáveis pelo alojamento comunicavam pelo WhatsApp.

Fui incomodado por um hóspede às 3 da manhã

Nada

Estafa