Mònica Hotel Boutique in Cambrils

Our experience at the hotel was disappointing from the beginning. The management showed obvious deficiencies, from the lack of attention to our basic needs, such as a suitable shower chair for my wife who has a physical disability, to the lack of consideration for my work requirements as a teleworker, having only a puff for the desk and denying me the possibility of having a chair in the bar area (always empty). They advertise themselves as a hotel suitable for work and their only solution was to put me in the middle of the breakfast area with an extension cord and no privacy to hold meetings.

The attitude of the manager was unprofessional and challenging. In addition, there were maintenance problems from the 4th day onwards, a constant noise in the light panel (like a short circuit) that was not properly resolved. It was Thursday afternoon and instead of calling a technician, they made us move to a non-adapted room and I had to move many of our belongings (two screens, bathroom supplies, medications...). The next day they forced us to return to our initial room, even telling them that he was working and that at 3:00 p.m. we could change. They couldn't wait and gave us short notice and without an ounce of flexibility again. On Saturday the light panel failed again and they were left without options (they did not consider hiring a technician to come). After this odyssey we had to leave a day earlier than planned and, of course, they refunded us for the night that we did not consume due to their poor management. In short, a nice hotel that we cannot recommend due to the bad experience. We hope that the hotel works to improve its service from the person responsible and its communication with customers. The objective of a getaway is to disconnect and enjoy, not have complications.

My husband and I decided to spend the last couple nights of our Honeymoon here and could not have regretted it more. DO NOT book here if you plan on arriving after 11pm. When we arrived the lobby door was locked and all of the lights were out, we were puzzled since we've never seen a hotel lobby closed, ever, especially in Spain where even the restaurants are open until midnight or later. After calling the lobby phone number we got an answer from a very rude woman telling us check-in hours had ended already and there was nothing she could do for us. When asked where we were supposed to stay and if she had any recommendations for nearby hotels we were told to "figure it out".

Since every other hotel in town was still open and happy to accommodate us, it luckily didn't take long to book a new room down the street (shoutout to Hotel Rovira & the very kind man that was working the lobby that night that quickly got us a room with a smile). We called Instants Boutique first thing in the morning and were told that our room reservation had been cancelled altogether and given to someone else. The receptionist told us the only room she had available was an upgraded room that was more expensive than our original booking. Since all the regular rooms were 'booked' we took the upgraded room and were shocked when we arrived to find the hotel mostly empty... we saw a grand total of 4-5 other couples here during our stay. The hotel was clearly not booked out, they just wanted to make an extra buck off us.

We did a deep dive looking through our booking and confirmation emails from Instants Boutique, as well as scoured their website for information on their limited check-in hours and couldn't find it listed anywhere. When checking in for our new reservation we asked the receptionist if she could please point out this critical information that we had missed. She, conveniently, could not find the check-in hours listed anywhere but assured us it's listed 'somewhere' on their website.

All we wanted was an apology, and for there to be some recognition that the check-in information is not listed ANYWHERE. Not in the email confirmations, not on their website, not on their google listing. Instead of an apology, all we got was a rude woman gaslighting us. Terrible customer service.

We've spent thousands of dollars staying at hotels within their network and will never stay at one again after dealing with the customer service at this location.