Guest User
March 11, 2025
Avoid Hotel Bonavida – Terrible Service, Zero Care for Guests (Especially Families!) My recent experience with Hotel Bonavida in Andorra was an absolute disaster. If you're considering booking here, think twice—this hotel's payment system is broken, their customer service is non-existent, and they have no concern for their guests, even families with small children. I booked a confirmed reservation through an online booking site for my family, including a small child. Then, out of nowhere, I started receiving repeated emails demanding that I update my card details. I followed their instructions, updated my card multiple times, and each time, the system confirmed the update as successful. Yet, I kept receiving the same demand to update my payment details. When I called the hotel, Candela (a staff member) provided no solutions whatsoever—she simply repeated that they needed to "run the card." I explained that modern banking security requires a PIN or app approval and that my card could not be charged without it. Instead of offering an alternative solution, she refused to help and just kept repeating the same failed process. I even tried a different debit card, which was also confirmed as successfully updated, yet the same issue persisted. I called the hotel multiple times, but no one answered. Then, without warning, I received an email saying my reservation was automatically canceled due to "invalid payment," despite all confirmations that my card had been updated successfully. The reality of staying at Hotel Bonavida: If you're traveling with a family and small children, do not trust this hotel! You could arrive only to find out they canceled your stay with no warning. The hotel does not answer calls when you need help. The staff offers no solutions and is unwilling to assist when their payment system fails. Their flawed payment system cancels confirmed bookings, even when the card is valid and successfully updated. No apology, no assistance, nothing. We were left at the last minute, in the evening, scrambling to find another hotel for our family. We spent over 20 hours trying to fix this issue, updating cards, calling the hotel, emailing, and troubleshooting—only to be left with no reservation. This was not a misunderstanding—it was systemic incompetence and complete disregard for guest experience. When traveling with a family, especially small children, reliability is key. This hotel is anything but reliable. Avoid Hotel Bonavida at all costs! There are plenty of hotels in Andorra that actually value their guests—this is not one of them.
