We had a terrible experience during our stay at "Dreams" of Marbella. Firstly, we were never contacted by the hotel with check-in information leading up to our stay. A few hours before our arrival, we had to seek out a contact number online to request check-in details. Good thing we did, since there is no check-in desk. Over text message we had to send them an ID photo and a €200 damage deposit. This made us very uncomfortable, but we felt like we had no choice. We booked a room with a patio because having an outdoor space was very important to us. When we arrived, we were given a completely different room with no outdoor space at all. We politely contacted the owner to see if there was a mistake and we were told that we booked the room we were given. When we sent photos of our booking confirmation with photos of the room with the patio, the owner read our message and NEVER replied! We never heard from them again until a few days later when myself and my 1 year old baby got stuck in the elevator. Thankfully this time they only ignored my message for 10 minutes before calling. We were stuck in the elevator for almost an hour, which was very scary. I don't blame them for the elevator malfunctioning, but they never asked us if we were okay and they did not apologize for ignoring our message about the room. After checkout, we had to follow up multiple times to get our €200 damage deposit back. They ignored my messages for almost 2 weeks, which was very stressful. We finally got our deposit back after 16 days and multiple requests. Overall, we were very disappointed with the management of this hotel. We were very careful to stay respectful, but found their lack of communication to be very rude.
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