Disappointed – Poor Service Overshadowed a Beautiful Property
While Cap Vermell Grand Hotel is undeniably beautiful, the overall experience was far from what you'd expect at this price point. The location is remote, with limited dining options, and the service consistently missed the mark.
We rented a car and used the hotel’s valet service. During our stay, the car sustained damage—three small dings, likely from another car door while parked. The valet staff acknowledged the damage happened after our arrival, yet the hotel refused to accept responsibility. We reported the issue to management immediately, but received no response for two full days, despite repeated follow-ups.
As we were checking out, we asked again for a resolution. There was no manager on-site, and Sergio—who had initially been handling the issue—was conveniently on leave with no one informed or available to step in. Francesco, another manager, was equally unhelpful and dismissive. What should have been a minor, easily resolved issue was dragged out and still outstanding. We are escalating this matter.
For a hotel that markets itself as a luxury destination, the lack of accountability, professionalism, and basic customer care was extremely disappointing. We expected more—and unfortunately, we wouldn’t return or recommend Cap Vermell based on this experience.