Sisu Boutique Hotel Puerto Banus is a hipster hotel in Nueva Andalucia in Marbella. This place has 555 reviews and an average rating of 3.9 of 5. This is a rather good rating.
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Reviews from visitors:
Our group booked a pool party and paid 3600 euro upfront to cover food and drinks. This was cancelled back in April and we still haven't heard anything regarding a refund. Only the offer of vouchers to be used within 12 months. They threatened to revoke this is an insurance claim was made or a section 75 claim via credit card for non refund/fulfilment of services. Spanish law states that if no agreement is made within 60 days of the cancellation they must return the funds in the same manor they were paid!!!
Like many on these reviews, i had booked a group booking which was cancelled because of the pandemic. I had a couple of repsonses but mainly to state it was for a rebook/ voucher or we had to incurr a cancellation fee if we wanted a cash refund. I tried to opt for rebook but then got no confirmation or any proper communication since. Yes there has been a fire which is awful. But its been a while now. i have been told by the lady manning the instagram page that the offices have now been relocated and should be repsonding to me soon. That was weeks ago now. I want our money back!
Booked a pool party and managed to get out to Spain in July. Declined to confirm pool party would be taking place or whether it was cancelled. I received an email the day after said pool party to inform me there was a no cancellation policy and they would be keeping the money I had paid up front. I can apparently transfer this to a booking for next year...this is despite them cancelling the event. Customer service is appalling and I cannot get any response from them. Definitely nothing boutique about their customer service.
Not a great place, won't give us a refund for a party. Poor response time and absolutely no contact with the owners, they send one email back per month. disgusting place of business.
Big fire started 6am Friday morning, hotel destroyed. End of everything, including life of one guest. August 2020, end of hotel.
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