Sport Hotel Hermitage & Spa — Hotel in Canillo

This hotel is simply amazing. The level of service we received was on par with other luxury accommodations that cost far more than what we paid. Granted, this may be because we traveled in what was considered their off season (we didn’t realize their slopes opened one week later!), but for everything that we received we would have paid more.

First, I’d like to give a shout out to Mariana who quickly grew to know us by our names and the fact that we unfortunately only spoke English (her English was fantastic though)! She was always checking in on us to make sure we had everything we needed from our room, to the spa, to the breakfast service.

Secondly, I’d like to call out the convenience that comes with having the car park right across from the hotel. While there were certainly guests who just stayed and enjoyed all that the hotel had to offer, we wanted to get out and explore all that Andorra has to offer. The attendants were quick to either give us our keys or actually go and collect our car for us. You cannot beat the location of this hotel. If you want mountains and views, this is the place to go.

Thirdly, the spa! Oh my gosh after a very long and exhausting holiday in Barcelona the spa was exactly what we needed. We did not have to make reservations to use the various pools and saunas which worked perfectly with our schedule as we were unsure of when we would try to squeeze that in. My only suggestion here is that they try to modify the route one has to take to actually access the spa lol we felt a little funny walking through the Glass Bar to be able to go down to the spa in our robes. Maybe it’s just an American thing because the other guests that we saw seemed perfectly fine with it and by the time we were leaving we just grew to find the humor in it!

Speaking of the Glass Bar, we made reservations for our first night and cannot recommend the Potato Bravas more. Coming from Barcelona, we had tried several different iterations and the Glass Bar’s was definitely in our top two! I would say, the general size of the plates is on the smaller size so if you’re hungrier, definitely order two!

Now on to the room itself. We had a spectacular view, amazing linens, a beautiful little chocolate arrangement waiting for us, and top-tier bathroom amenities (all from Acqua di Parma). The only suggestion here would be to add in a hair straightener for the ladies. We had previously stayed at one of the Derby Collection hotels in Barcelona (another 5 star location) and had grown accustomed to there just being a straightener available to use (given our hair tools required we pull out the adaptor to be functional). However, that’s a small suggestion for everything that you do receive!

Finally on to the breakfast. I will say it was nice that it was included with the room and the selection was a decent size. We found that the cold options that we were able to self-serve were our favorites in comparison to the hot offerings that we did ask to order. The tea selection was a nice touch!

Overall I would absolutely return (if for the scent of the lobby alone!) and would recommend this hotel to others looking for a nice holiday in the mountains with luxury...

Great hotel / staff but one unacceptable an d unprofessional incident .

Great hotel, amazing service (check in very kind and professional , concierge team very helpful and efficient , luxurious facilities (restaurants , pools …), efficient valet parking ,,, really PERFECT.

HOWEVER one very bad incident happened to us - I booked through the hotel a horseback riding tour for my son and myself, looking forward to a pleasant experience. Unfortunately, the woman in charge treated us with shocking rudeness. Upon arrival, she accused me of being late (which we were by 2 minutes max ) then became increasingly aggressive, asked for payment in cash, rolled her eyes at all times, and then spoke in an almost shouting tone things like “ you are on vacations, I am not…” At some point I wondered if she had been using illegal substances to treat customers like that ;

Her words were insulting, her demeanor intimidating, and - the worse - the whole exchange left my 10-year-old son frightened. As I complained to her, she turned to my son shouting “are you not having a good time ? Answer me, are you not having a good time? You see, you see…” After 8 minutes she aborted the ride and rode us back to the barn.

Instead of a welcoming and safe atmosphere, we were met with hostility that completely ruined what should have been a special day. I have never experienced such unprofessional behavior in a tourism activity - not the level you expect from a provider recommended by Hermitage / any five star hotel. We left feeling upset and disappointed.

I hope the hotel will react with more than...

The hotel’s management is a complete mess, leaving us with a bitter experience.

At checkout, we were shocked by the disorganization. The finance department failed to track our payments properly, only raising issues at the very last minute instead of addressing them during the 20 days before our arrival.

For New Year’s, the hotel was overcrowded and severely understaffed. Most of the staff showed repeated carelessness, failing to follow through on promises like bringing requested items to our room or returning calls. Worse, there was zero empathy or effort to resolve guests' problems.

For instance, our request to avoid using perfumes during cleaning was ignored, triggering allergies due to the strong odors left behind.

The restaurants were equally disappointing and overpriced. Lunch options consisted mostly of bar food like burgers and sandwiches. At the Glass Bar, guests in synthetic spa robes casually walked through while we dined — an odd and unappealing experience. At Ibaya, the Michelin-starred restaurant, the course menu is overwhelming, with 8–10 types of meat in a single course, leaving us sick on our first day. The only highlight was the Kaya Japanese restaurant. For better dining, I highly recommend the family-run Naudi hotel, which offers outstanding quality.

The spa felt like a chaotic public pool, crowded with people, kids running around, and towels and flip-flops scattered everywhere.

While the hotel itself is beautiful, the careless hospitality and overcrowding drove us to spend most of our time at the Naudi hotel...