Response from the property

Dear Sigi, Thank you very much for your comments about your stay and your review. We’re delighted to hear that you enjoyed your time with us and that we were able to make you feel at home. We look forward to welcoming you back to our hotel; we’ll welcome you with open arms. Best regards. Hotel Oca Puerta del Camino****

Response from the property

Dear Mr Murabito, Thank you for your review and comments, which always help us to improve the experience of our guests. We are deeply sorry that you had to wait for the lifts. We have three lifts, but as you were a group of 55 people with your luggage, there may have been some waiting time. All our rooms are equipped with kettles, but due to a technical issue, they were removed last weekend; they have now been replaced. We are sorry that the service provided in our restaurant did not meet your expectations, as our service is characterised by impeccable professionalism and is one of the most highly rated aspects of our establishment. If you could provide further details, we would be able to investigate what happened. We are not aware of any issues with the water; we have not received any complaints of this nature. Had you reported it at the time, our staff would undoubtedly have resolved the problem. We look forward to welcoming you back soon and will continue to work to improve our guests’ experience. Please find our email address below; we remain at your entire disposal for any matters relating to your stay. email: soporte.comercial@ocahotels.es Kind regards. Quality department Hotel Oca Puerta del Camino****

Response from the property

Dear guests We are deeply sorry to read your feedback regarding your stay. Firstly, we would like to point out that our team has endeavoured, with the professionalism that characterises us, to provide you with every possible solution to the situation you described to us, which bears no resemblance to what you describe in this text. Initially, after you had expressed your dissatisfaction, you were offered alternatives, such as a change of room, which was declined. After that, you told our reception staff and our head of reception that you had been treated exceptionally well. The following day, the hotel’s deputy manager personally addressed the issue with you, going with you around our rooms floors so that you could decide where to be relocated, allowing you to choose the room yourselves. At that time, we helped you move your luggage to the new room, and you indicated to us that everything had been resolved. At no point were we made aware that your dissatisfaction was of such a magnitude, hence our surprise at reading this review. We have been at your disposal throughout your stay, as we are with absolutely all our guests, and we will continue to be so. You may contact us with any further queries or concerns at direccion.puertadelcamino@ocahotels.es, where our manager will assist you personally.

Response from the property

Dear Gianluca Thank you very much for your review and comments. We are delighted to hear that your experience lived up to your expectations. We will continue to work hard to ensure that your next visit is even better. Kind regards

Response from the property

Dear Desiree, We deeply regret the situation that occurred. We had notified all guests of the early closure of the swimming pool on that day, but in your case it was not possible to do so prior to your arrival. Our staff, with their characteristic professionalism, offered you the only option available. Understanding your dissatisfaction, they offered you the option to leave the hotel at no cost. We apologise once again and remain at your disposal. You may send your comments directly to dirección.puertaldelcamino@ocahotels.es, where our manager will attend to you personally.

Response from the property

(Translated by Google) Dear Sir, Thank you for your feedback, as it helps us improve every day. Regarding your observations, we have no record of any incident, and we understand that, given the nature of your comment, we should have been aware of it. However, without further information, we apologize and remain at your disposal for any clarification you may require. Sincerely, Quality Department, Hotel Oca Puerta del Camino (Original) Estimado Sr. Agradecemos sus comentarios ya que nos hacen mejor cada día ; en relación a sus observaciones no nos consta ninguna incidencia y entendemos que al tratarse de algo como lo que comenta deberíamos haber tenido constancia. No obstante y sin tener más datos , le pedimos disculpas y quedamos a disposición para cualquier aclaración si usted lo desea. Atentamente : Dpto. Calidad Hotel Oca Puerta del Camino