Hotel Soho Boutique Palacio de Pombo

Wonderful hotel with «soul» and character. Super friendly staff, very welcoming and helpful. The hotel is near the food court and the water front, vert practical. We booked the junior suite which had a spacious bathroom and a second floor. The only thing is its very thin walls, we could hear everything from the neighbors room and the hall, it sounded like they were inside the room so definitely a little uncomfortable. But not a big problem, its not high season. All in all a very pleasant experience.

The hotel management does not have guest nor business in mind. I booked this hotel to enjoy a night in the city before a planned departure with Brittany Ferries. In the morning I was supposed to arrive, the ferry was cancelled due to weather. I immediately contacted the hotel to ask if I could change my stay - either cancel or move the booking - given the situation that was out of anyone's control. Instead of helping, they simply stuck to their cancellation policy and said I should speak with booking.com, where I booked it. I did - and submitted a request, which the hotel then denied - "hiding behind booking.com". My request stated that I was hoping to stay another time, but instead of considering a credit, for a time I could stay and dine with them and spend more money, they opted to collect the full night's stay rate to keep their money for the no-show. It is not about the money...it is just bad hospitality attitude. I have run and worked in hotels - this is not how to manage guests or make more money! It shows to me that it is not a place to stay when I next come to the town. Buyer beware!

Only there for one night but a great pick. Beautiful hotel, well kept, staff were lovely and helpful, great position in the old town. Over the road is a fabulous tapas bar and a few steps down the road is a market/food court. Also an easy walk with suitcases to the railway station. Would definitely go back.

Very beautiful and clean hotel, nice building, close to bus and railway station. A lot of restaurants and bars nearby. Also is close to Mercado Del Este and Santander Prehistoric Museum. Staff was very friendly, breakfast rich and tasty.

Not clean - check the bathroom TLDR: bathroom was not clean; called booking.com; got a refund. Let me preface this review by pointing out that this is a 4 star hotel where we paid 170€ per night, so it is reasonable to expect clean rooms. We had booked for 3 nights but cancelled after 1. It took some convincing, but it the end the hotel agreed to refund us for the 2 nights not taken. The things we found that made us cancel the stay were (in order of yuck factor): - Black mold in the shower! - smudged glass surfaces in the bathroom - Other people‘s hair - Undefinable stains on the bathroom wall - Mosquitos that were already sucked full of blood (so they had been there for a while and feeding on other guests) - Dust everywhere - Broken waste bin (foot pedal missing) - Bottom of the toilet was dirty (happens when you don‘t regularly use a toilet brush) - Bread crumbs on the desk - Stains and marks all over the walls - Some of the toiletries provided (soap & lotion) were empty and/or sticky on the outside. When we entered the bathroom we immediately noticed that the glass surfaces were smudged and there was a long red hair on the board beneath the mirror (none of us have red hair). Together with bread crumbs on the desk those were indicators to us that the room had not been cleaned thoroughly prior to our arrival. We pointed this out the people at the front desk and asked for a different room. When this was denied due to the hotel being fully booked, we inquired about the cancellation policy. We were informed that if we now cancelled the whole booking (all 3 nights) we would only get a refund for the last night and that we had to cancel through booking.com. They also offered to send the cleaning team to our room once more to address the issues we had pointed out to them, which we agreed to. We returned to our room one hour later after having some coffee in the town and we were assured, that the room and especially the bathroom had been cleaned again. This turned out not to be true! The glass surfaces were still smudged, the bread crumbs were still there. So upon a closer inspection of the room we found more things that made our skin crawl, all of which you can see in our pictures: mold in the shower, stains on the bathroom walls, broken waste bin and more. To top it all of I killed about 4 mosquitos in the room, all of which were allmost bursting with blood. When we returned later that evening after dinner, I killed 2 more and the next morning I found 2 more. It seemed like there was a reservoire. I then called the booking.com hotline and they informed me that contrary to what the hotel staff told me the cost of cancellation was only the price of the first night, that the other two nights would be refunded and that it didn’t matter if we cancelled on the spot or the next day. They also informed me that these cancellation conditions had been set by the hotel themself. Since it was too late to find another hotel, we spend the night and cancelled the next morning, again with the help of the very nice and competent booking.com hotline. However, for the cancellation and refund to go through, the hotel needed to agree to the cancellation. When I went to the front desk to inform them about the email they got from booking.com and asked them to please reply to it quickly, they tried to tell me again, that I only could have gotten a refund for the last night if I had cancelled the previous day and that I now wouldn‘t get a refund at all. When I showed them pictures of the mold in the shower, they admitted that „this is unacceptable“ and offered me a refund for the last night. I then showed them the cancellation conditions in the booking.com app and my exchange with booking.com and they finally agreed to refund 2 of the 3 nights (as stated in the booking.com app). Maybe this was just a single bad room and the exception from an otherwise good hotel. Maybe the cleaning team had a bad day. Anyway, should you end up in room 417, ypu should definitely check the shower for mold.