Palacio de Hielo de Viella

Positives: The living room area of the suite just had three wooden chairs. We mentioned this after our arrival and the next day a sofa was brought to our room. The staff were generally helpful and friendly. Negatives: The jacuzzi bath tub had to be fixed the first day. It also didn’t come with instructions so we spent a long time trying to work out how it worked. Our grown up children were staying in a superior double room and one had forgotten their toothbrush. We had been given toothbrush sets in our suite so asked for one for their room as we were surprised they weren’t already provided, and the receptionist told us that they only come with the suites. I believe a four-star hotel should provide basic toiletries, especially if requested. Even though both of our rooms had two keycards, only one ever worked. We were told this may be because they were erasing each other, but this made our stay more complicated. Before arriving, I’d received an email saying we could pre-book breakfast for a special price of €21. However, breakfast only actually costs 18€ on the day! I knew we had to pay extra for the spa but although the hotel is advertised as having a pool, it’s located in the spa area so you have to pay to use it. The room was generally not the standard of a four-star suite, eg. no full-length mirror, lack of bathroom hooks, worn out furniture. I believe the hotel has refurbished some rooms but not all, as the suite is definitely in need of an upgrade.

Todo

We had some problem with the cleaning but hotel sortes out it very quickly and took it very seriously since they want to keep high standard. Friendly workers and quality rooms. Bed was very comfortable. Location very good, shop and train close.