Gran Hotel Luna de Granada

Response from the property

Dear Mark, Thank you for reviewing your visit. We are delighted that you found Gran Hotel Luna de Granada so well presented and that your room met your expectations. Our team takes great pride in maintaining high standards, so knowing you found them polished and professional means a great deal. We are also glad that you enjoyed our food and drink offerings. The breakfast buffet is something we love to see guests savour, and the omelette station, along with our friendly robot, always draws a smile. Our bar and restaurant team will be especially thrilled to hear that you appreciated the wine selection, the varied menu, and the complimentary tapas. However, we regret that the padel court did not feel as well maintained as it should have. Our team checks the facilities regularly, and we have noted your feedback so we can keep a close eye on its condition going forward. Nonetheless, we are pleased that our location worked so well for your plans. Walking into the historic centre in just a few minutes is one of the perks our guests value most, and we are happy our team could arrange taxis quickly when needed. We all look forward to welcoming you back on your next visit. Best wishes, Elisa González deLuna Experience Team deLuna Hotels

Response from the property

Dear Ellie, We really appreciate your feedback. We are delighted you had a wonderful experience with us and enjoyed the pool area with its plentiful sun beds It is also great that you found our hotel a great base for exploring Granada and that you valued our secure parking. It is lovely to know that our clean, modern, and spacious rooms made your stay comfortable. We are also pleased that the spa and massage experience left you feeling so relaxed after busy days in the city. We sincerely apologize that some aspects did not meet your expectations. The walk into the historic centre is around ten minutes, and we regret that you found it a little longer than expected. The poolside snack bar opens during the summer season from 6 pm, which may explain the later start you noticed. Finally, we are happy that our central location made your visit more convenient and that you appreciated the complimentary water refill station. We would love to welcome you back. Best regards, Elisa González deLuna Experience Team deLuna Hotels

Response from the property

Dear Monwara, Thank you for taking the time to share your feedback. We are pleased to know that you were generally satisfied with your stay. However, we are sincerely sorry that some aspects did not meet your expectations. We aim to balance our surroundings’ convenience with tranquility and are reviewing bathroom facilities for future improvements. Finally, it is great to know that you found our hotel elegant and comfortable during your experience. We look forward to welcoming you back on a future trip. Best regards, Elisa González deLuna Experience Team deLuna Hotels

Response from the property

Dear Phong, Thank you for positively reviewing your visit. We are delighted that you enjoyed your stay so much and that your room felt spacious, clean, and comfortable. It means a lot to us that the city views added something special to your time here. Our team takes pride in creating a warm and welcoming atmosphere, so we are glad you found our staff friendly and professional throughout your visit. We are also pleased that the restaurant and bar matched your expectations, with their relaxed setting and varied selection. It is great to know that our hotel felt like a fantastic base for exploring Granada, and we appreciate your recommendation. Our recently renovated premium rooms are designed to offer exactly the comfort and style you described. We look forward to welcoming you back in the future. All the best, Elisa González deLuna Experience Team deLuna Hotels

Response from the property

Dear Meriem, Many thanks for your valuable feedback. It is wonderful to know that your overall stay at Gran Hotel Luna de Granada left such a positive impression on you. We are delighted that your family felt so comfortable in one of our spacious studios and that our team created a genuinely warm atmosphere for you. Knowing that our hotel’s Muslim-friendly services helped make your experience easy and enjoyable is very rewarding for us. We are especially happy your children enjoyed both pools and the playroom, and that you appreciated some relaxing spa moments while your little ones were well cared for by our dedicated team. However, we are sorry for the initial confusion in finding your room and for the shortcoming regarding the balcony. Our staff is always available to assist and ensure your comfort during your visit. That said, it is fantastic that your husband enjoyed his massage and that each member of our team helped make your visit special. Since you were travelling with children, we hope the playroom and the family-friendly atmosphere added to your experience. We look forward to the pleasure of welcoming you back on future occasions. Best regards, Elisa González deLuna Experience Team deLuna Hotels

Response from the property

Dear Demi, Thank you for your positive feedback. We are thrilled that you enjoyed your massages with Giulia and that they left you feeling so relaxed. Our team loves helping guests discover Granada, so we are glad Elisa's tips on what to visit hit the mark for you. It is also wonderful to know that Kilian and the kitchen team could adapt the menu to offer vegan dishes that suited your preferences. We are proud that every member of our staff made you feel truly welcome throughout your time here. For your next visit, we would love for you to try our Gastrobar Rincón Don Vicente, where we serve Andalusian cuisine made with local ingredients. We all look forward to seeing you again in the future. Best regards, Elisa González deLuna Experience Team deLuna Hotels

Response from the property

Dear Susana, Thank you very much for your feedback. We are glad to know that you were pleased with aspects of your visit. However, we sincerely regret the challenges you encountered with facility upkeep and guest supervision. We are reinforcing monitoring protocols to better align with our commitment to comfort and safety. Our team remains dedicated to addressing concerns swiftly during stays. It would be a pleasure to have you return on another occasion. Kind regards, Elisa González deLuna Experience Team deLuna Hotels

Response from the property

Dear Breanna, First of all, we sincerely regret that your experience did not meet your expectations and that you left with that impression of your stay. We would like to clarify a few points regarding your comment. You were not accommodated in an "abandoned restaurant." The access you refer to is to one of our event rooms, a space that is in perfect condition and which we regularly use for events. When we host student groups, we usually provide this access because it allows them to have a more exclusive and quiet area, with direct access to their rooms and the buffet—an option that most groups appreciate for the convenience it offers. Our hotel comprises three interconnected buildings on the first floor, so the assigned rooms are part of the same building. Furthermore, the group was accommodated in superior category rooms. We regret the temporary inconvenience caused by the access keys and understand the disruption this may have caused, especially for such a large group. We resolved the issue as soon as we became aware of it. We also regret that the service received did not meet your expectations, as our goal is for all our guests, including groups, to feel well taken care of and enjoy a comfortable stay. Thank you for sharing your experience, as it helps us continue to improve. We hope to have the opportunity to welcome you back in the future and offer you an even more satisfying experience. Sincerely, Elisa González deLuna Experience Team deLuna Hotels