I stayed at this hotel in june 2004. It is very run down and shabby and in major need of refurbishment. Our room was on the first level and the corridor stank of sewage, so before you left the room you took a deep breath and ran for the stairs. The room was ok but the furniture was worn out. There are terraces around the hotel but they are covered in weeds and broken cement statues and they appear to be crumbling away so we did not go near the edge in case they gave way.
Breakfast is £8.50 and when I asked if I could just have a bowl of cereal I was told I would still have to pay £8.50 and if I didn`t like it - hard luck. Ordering a coffee can be a problem because most of the staff do not understand universal words like coffee. It seems that English or indeed Spanish are not spoken here. The pool area is tired out and the toilets were out of order. This hotel is more like a three star than a four star and I would not recommend it to anyone as it is so grotty.
Owner's Reponse
Dear Sir,
We feel the best way of replying is to copy the letter we sent to the client which is self explanatory.
Dear ......,
I am in receipt of your email in reference to your stay at the Caleta Hotel in Gibraltar, from 21st to 25th June 2004.
I would like to remark that you did not speak to me at any time during your stay, therefore I could have not possibly made the comment you are stating in your email to us.
In reference to your complaint regarding the price of £8.50 charged for our English and Continental Buffet Breakfast, I am aware that on the day in question, after you had explained to our Breakfast Supervisor that you only wanted some cereal, tea/coffee and toast, he offered to reduce the charge to £4.50 as a one-off, which I feel was very reasonable. It appears you were not happy with this offer and subsequently spoke with our Duty Manager. After you explained that you were not prepared to pay £8.50 for breakfast the Duty Manager replied that we had already offered a reduced price and could not give clients a complimentary breakfast if booked on a room only rate.
We are aware that some of our clients do not have a big breakfast and for such reasons we open our Lounge Bar early in the morning offering a choice of tea, coffee, toast and pastries, as an alternative to the buffet breakfast.
I am aware that you used these facilities during your stay.
I would also like to mention that our £8.50 English and Continental Buffet Breakfast charge compares very favourably within the 4 star hotel market in Gibraltar and U.K.
In reference to your comments on the bedroom, terraces and pool area, the hotel has an ongoing refurbishment programme, which has already taken care of 90% of our bedroom stock, all public areas, all restaurants, Conference Centre and Health and Beauty Club. It is ongoing as you experienced during your stay, with Nuno's Restaurant toilets under refurbishment at the time.
With the exception of the breakfast cost issue, to my knowledge no other comments, or issues were brought to the attention of any one of our team during your stay, or when checking out of the hotel.
The Caleta Hotel is a 4 star RAC graded property, as you experienced it is a very busy hotel with leisure and corporate clients alike. While we do not have the arrogance to pretend to be perfect and capable of pleasing everyone, we try very hard and enjoy a very good level of customer satisfaction and very high percentage of repeat business.
We do not shy away from the knowledge that our clients have the right to comment and review our property, we in fact build our success on word of mouth. However, it seems unfair to me that because our Duty Manager quite rightly did not agree in offering a free breakfast, you decided to try to penalise this establishment with negative, and in our opinion and the opinion of our clients, unrepresentative reviews on some website.
We always welcome feedback from our clients whether good or bad, as this will give us the opportunity to offer better service. During your stay with us there were some 190 guests resident in the hotel and the results of their questionnaires in our possession are very good.
While I appreciate it is your right to refer to and describe the Caleta Hotel as "rundown" and "grotty", it is not the opinion of the vast majority of our clients, or the RAC, who incidentally inspected the property during an unannounced overnight visit on 13th May 2004, just a few weeks prior to your stay and produced a very favourable report reconfirming the 4 star grading, and considering nominating this establishment for a possible food award.
Yours sincerely,
Franco Ostuni
General Manager
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