One arrival we were asked to wait 'a moment' which turned out to be about 30 minutes, while the receptionist went on to serve others, when I asked what was wrong I was asked to wait. Finally we found out they did not have a room for us, despite our booking confirmation through booking.com. The person in charge/ manager then had a conversation in Spanish, which I can understand, about where to put us, then called a cleaner and told her to move out of her room. So they put us in the cleaner's room, lying when I asked and saying there had been a problem with the lock on that door. If only the truth had been told an an apology made, all would have been fine, but the woman lied and was incredibly rude. She had no customer relations skills. The receptionist neither, as she just asked us to wait whenever she did not want to deal with a problem. Management needs to be trained and to provide training for staff - a hotel at this price and with these aims needs to have good customer skills but they are in fact incredibly poor. The room we were given had marks on the walls, dirt on the floor and the main bed had bedding that had been slept in (but the person who was kicked out)! They had not even bothered to change it. It had clearly been slept in. On check out, they tried to charge us for the 'superior double' we had booked on booking.com instead of the room we got, which we could tell, and were told by the receptionist, was a normal double (although in my opinion a sub standard one due to the dirty sheets, walls, floor). They just tried to cover up their errors, instead of admitting and apologising. I have no customer relations training, but as a teacher, could have given them a great deal of advice. Breakfast was spoilt by the fact that the person serving was stressed and unable to plan ahead, bringing one thing, e.g. Jam, at a time, needing to be asked e.g. For bread.