Hotel Loreto Palmar

"So I debated writing this review, as I know how challenging it can be to run a small business. However, after a recent vastly different experience (positive) at another hotel, I'm hoping this review helps guests that find themselves in a similar situation as us and provides the hotel an opportunity to do better for it's guests. We are pet owners (2 dogs) and always call ahead to any hotel before booking to ensure that they are pet-friendly. Not a businesses welcome pets, and we fully respect their prerogative! So after calling and chatting on whatsapp, we made our booking - even changing our travel dates to align with the pet room availability. Upon arrival we were greeted with hesitation, and could tell that the receptionist was not trilled with our two dogs. We were told there would be a daily pet fee per each dog (~300 pesos/dog/night) plus an additional damage deposit of $1000 pesos. This is totally normal, and we were happy to pay the fees/deposit. During our stay there were some small issues (loud drilling early in the morning every day, no sound insulation between rooms), but the room itself was well appointed and otherwise perfectly fine. Things only went terribly wrong after we checked out. We were contacted by the hotel on our way home, with the staff claiming that they had found/smelled urine inside of the room by the bed, that there were numerous soiled towels, and that the room would require "specialized cleaning services" and therefore they would be keeping our damage deposit. Whoever we were talking to that day was very unpleasant, and sent us long essays on whatsapp refusing to acknowledge our responses. They were simply adamant about keeping our deposit. Our dogs have been fully house-trained since they were puppies. As responsible pet owners/travellers, we fully inspected the room before we left. There was no urine, a single dirty face towel (I had used it to wipe off some dust on a shoe), and we had kept the dogs off the bed as requested - but with two dogs in a small room there is bound to be SOME hair transfer to white sheets. Now this does end well - as the next day someone from the Management Team contacted us to apologize for the exchange and let us know that they would be returning our damage deposit. Clearly the day before was an employee going rogue. I'm hopeful that future visitors with pets to this hotel will be treated better, and hopefully the management team were able to take this as a training opportunity for their staff."