Castle Pontarme

Amazing hotel. Spotless and clean. Bedding changed daily which was fab. Excellent location, highly recommend

From the very first day of our stay, we repeatedly reported that the shower drain was clogged. We brought this issue to your attention for four consecutive days. On the first day, the staff member who came to check the issue was noticeably impatient with us. On the second and third days, we were told that the problem would be taken care of. We also made it clear that the water was accumulating severely and that we were concerned the standing water could potentially cause damage to your facilities. On the fourth day, we even took a video to show the problem clearly, including how much hair was blocking the drain. We explained that for all four days, we had been cleaning up the standing water and the bathroom floor ourselves just to prevent further problems. Only after we had repeatedly raised the issue and provided the video was the drain finally addressed. In addition to this, on our final day we discovered that the air conditioning could not be used to cool the room. When we reported this, the response we received was that it was cold tonight and therefore there was no need to use the air conditioning. We understand that problems can sometimes occur, but what was most disappointing was having to repeatedly report the same issues for several days without them being properly addressed. We hope you can understand our frustration and take this feedback seriously.