Hotel Palacio de Santa Paula, Autograph Collection

I stayed here for two nights and had high expectations given the hotel’s five-star rating. While the property itself is beautiful, several service issues left me disappointed. First, I discovered an incorrect charge of €99 on my bill (the correct amount was €66). After I returned to the front desk, the charge was removed without issue, but it raises the question: what would have happened if I had not noticed it? Mistakes can occur, but proper checks should be in place to prevent guests from being overcharged. I was also disappointed by the breakfast service. I noticed that staff informed other guests about additional items that could be ordered from a separate menu and took their orders directly. However, this option was never mentioned to us. Had we not observed other tables, we would not even have known the menu existed. Similarly, staff regularly offered coffee and tea refills to other guests but never extended the same courtesy to us. Perhaps these differences in service were unintentional, but after several similar experiences, it is difficult not to wonder why. We are Asian, but that certainly does not mean we are unable to communicate in English. In fact, anyone traveling all the way to Granada from abroad is likely capable of communicating with hotel staff. We had no issues communicating in English throughout our stay. Most of our stay may have been paid using points, but that should not affect the quality of service a guest receives. Consistently receiving less attention than other guests inevitably leaves a negative impression. The room itself was lovely, although the overall experience left me questioning whether we had been assigned one of the least desirable rooms. It required taking the elevator from the lobby level, walking all the way down a corridor, and then taking another elevator to reach the room. The one bright spot was the housekeeping team. They checked on us daily, asked how the room was, and even brought chocolates. Their kindness was genuinely appreciated. This hotel has the facilities and atmosphere expected of a five-star property, but the service lacks the consistency and fairness that should come with that rating. Providing additional benefits to higher-paying guests is understandable, but all guests deserve the same basic level of service and attention.

Stayed here my first night in Granada. Was harassed by the local policia for attempting to park outside the hotel for no good reason, but the concierge, in direct defiance of the officers, insisted I could park-- right in front of the police. Not wanting trouble, I told the concierge I'd just drive around the block and re-park after they were out of sight. We had a pretty good laugh and he gave me some great recommendations for local attractions but I ended up dining in El Claustro which was in the basement of the Convent. What an incredible dinner. Excellent experience.

Stayed in a 500 year-old monastery and somehow still got better Wi-Fi than some modern hotels. 😄 Hotel Palacio de Santa Paula is where history and luxury decided to become roommates. Every corner looks like it belongs in a movie, the rooms are beautiful, and the staff treat you like you've got a royal title. The hardest part of the stay? Accepting that you actually have to check out. Granada is amazing but this hotel is half the experience!