"Unfortunately, our experience was negatively affected from the very beginning by the receptionist with long black hair and dark eyebrows. We stayed at Casual del Mar in Malaga for five nights, and she was extremely rude, dismissive, and unprofessional in the way she communicated with us, even raising her voice and shouting.
The first unpleasant incident happened immediately upon our arrival. The elevator did not move, and instead of calmly explaining the issue, she pointed her finger at us and shouted, “Get out of the elevator! Can’t you read that only 6 people are allowed?” There were only four of us inside, which made her reaction even more unnecessary and inappropriate.
Later, we had another issue with the parking card that we had reserved in advance and paid for. Early in the morning on our second day, the card did not work and we could not enter the garage. We called for assistance several times, but nobody answered, so we had no choice but to take a regular parking ticket in order to enter and avoid leaving the car on the street. The gentleman working the night shift was very polite and told us that this happens sometimes and that reception could simply cancel the ticket in the morning.
However, when we explained the situation the next morning, the same receptionist was again extremely impolite. She asked why we had not called the parking service, even though we had already explained that we DID and nobody answered. She then said that we should not have taken a ticket, despite the fact that this was the only way for us to enter the garage. She finally told us that if the ticket could not be cancelled, we would have to pay for it ourselves, even though we had already paid the hotel deposit for a five-day parking card.
Such behaviour is completely unacceptable for someone working at a hotel reception, where guests should be treated with basic courtesy, respect, and professionalism. Problems can happen, but the way they are handled makes all the difference.
That being said, the rest of the staff were very kind and pleasant. A special mention goes to Mika, the warm and lovely lady who genuinely made us feel welcome — and who also makes the best omelettes! She was definitely one of the highlights of our stay. Rooms were nice and clean. Breakfast was ok. No complaints."
