Hotel Puerta America

"Wonderful unique hotel. Each floor is designed by a famous designer or architect. Unfortunately, it needs some updating. New carpets please. The 0 level bar is our favorite. Stayed here many times. Short drive to the airport."

"I had a very unsettling experience during my stay. While I was getting changed in my room, someone from housekeeping or room service entered without knocking. I was naked and screamed out of shock, and the person quickly left. I immediately called reception to report it, but was told it was impossible for anyone to have entered — which clearly wasn’t true.\n\nI was told I’d receive a call back after they investigated, but no one contacted me. After waiting around 30 minutes, I had to call back myself. Only then was I told it was a cleaning staff member who had entered my room by mistake. While they eventually apologized and offered me a free drink, the response felt dismissive and inadequate for such a serious violation of privacy.\n\nThis kind of incident is completely unacceptable, and the lack of urgency or proper follow-up from management was very disappointing. Guests should feel safe and respected in their rooms — I did not. I will not be returning."

"DO NOT STAY HERE. Hotel itself is nice, cool rooms and well designed. But be prepared to pay €300 euros when you arrive on top of the ridiculous amount you have already paid to stay here. They say this is a deposit that you will get back but they do NOT give your money back. Then another €75 euros if you want to check into your room an hour early. Our aircon was broken all week and nothing was done about it even after asking for it to be fixed many times. The very rude manager then BANGED on our door in the early hours of the morning saying the cleaners will not be cleaning our room as it’s too hot in there and “smells like sweat” I WONDER WHY? After asking AGAIN for it to be fixed, she said she’ll be back with maintenance in 2 minutes, of course she never came back. Staff constantly gave us dirty looks and also most of the people staying at this hotel are stuck up and look at you like you’re nothing. Me and my partner are both British 20 year olds and they seemed to hate us even though we caused no problems and kept to ourselves the entire time. Pool is tiny and always too packed to go in. You also get charged €5 for water and if you eat your own food or drink at the hotel they will come and shout at you infront of everyone! How can you pay so much money to stay in a hotel and not be able to eat/drink your own food. The food they serve is extremely overpriced and terrible value for money. The only nice staff are the lovely people who take your bags up to your room for you (which costs extra too). They were very welcoming and always seemed happy. As i said the hotel is nice and is a cool concept but it was totally ruined by the people who work there and even the other people staying there. I will never go here again, this was a gift for my partners birthday and i feel it was a big waste of money. STILL WAITING FOR DEPOSIT BACK\n- Also, they have a restaurant on the top floor, they told us it was closed for the whole summer then 2 minutes later told a spanish couple it was open and they could go up. Seems racist to me???"