Hotel Calipolis — Hotel in Sitges

You can check-out any time you like, but you can never leave!

After being a frequent guest of this hotel I will not be returning to this hotel after customer service issues with trying to check out 1 day early. My stay was originally 2 nights from Saturday to Monday.

I wasn’t feeling great after getting bit uncontrolled dog just 2 days before which got infected and I had spiked a fever and been on antibiotics. I’ve also been monitoring symptoms for rabies by my doctor and it was unknown if the dog had vaccines.

I decided I wanted to end this part of my trip earlier as I wasn’t feeling well. I talked to front test on Saturday evening and they looked at my reservation and said it wasn’t an issue if I needed to check out early, I could come to the front desk on Sunday morning and they would be able to refund my remaining night, as I had paid the hotel directly.

So on Sunday morning I made booking for train and flights to get home. At which point I went to the front desk and confirmed I would like to checkout and was told a bit of different story now. The woman at the front desk claimed that even though I paid at hotel, because I booked using Expedia that they would not offer me any refund, unless I was sick or had a medical reason. I thought, ok I have a legitimate reason and can get a doctor note as proof. I was able to get ahold of my doctor and he emailed me over a note excusing me. But due to privacy reasons in my home country, the notes don’t include medical records or details, but it said that “due to medical reasons please excuse my patient due to his currently medical conditions”.

I thought surely this is enough, and I have limited time to get out of the city and onto the next train. I email them the note and go back to the front desk. They’ve yet again changed their story! This time they tell me sorry but your note is not good enough. You need a note staying you have a medical EMERGENCY that requires you to return home at once. They never mentioned this requirement in any previous conversation and so they are clearly making up excuses each time so they don’t have to return my funds.

I had to leave at this point and couldn’t argue any further. I don’t think a hotel needs my detailed medical records and letter of emergency in order to determine if I can get refund. The 1st time they didn’t say I needed any medical reason to checkout early. Then 2nd time they make up that I need a medical reason. Then the 3rd time they say they need exact details of my medical condition and letter stating an “emergency”.

If management doesn’t respond to this, I will dispute this with Expedia and Amex. I did everything they asked the first...

A 3-Star Hotel – Executive Suite, Sewage, and Minimal Accountability

Hotel Calipolis enjoys an undeniably superb location along the Sitges seafront, and the rooms—at least at first glance—are clean and modern. It is precisely this positioning, both literal and reputational, that makes the experience I had all the more disappointing.

I booked an Executive Suite at nearly €800 for several nights, expecting a standard of comfort and care appropriate to the price. Instead, I was met with a suite that lacked a view, a bed so firm it bordered on punitive, and non-functional air conditioning. But the worst by far was the overwhelming smell of sewage that filled the room on my first night—a result, I was later told, of a plumbing issue in the room above.

The odour was intolerable—pungent, pervasive, and enough to prevent any rest. The hotel shut off hot water building-wide in an apparent attempt to contain the issue, but offered no proactive communication or solution. I spent the night in a room that, by any reasonable standard, was uninhabitable. The next morning, I could still taste the stench.

What compounded this failure was the hotel’s lack of urgency. I approached the front desk three separate times. Only after the third conversation, during which I had to insist firmly on resolution, did I receive an apology and a new room. By then, the damage to the experience was irreparable. No one offered to help move my belongings. No gesture of goodwill was extended. Just a quiet, belated acknowledgment—after the fact.

Hotel Calipolis benefits greatly from its location and does maintain respectable cleanliness in most areas. But when faced with a serious issue, their response revealed a striking lack of guest care. Hospitality is tested in moments of difficulty, and in this instance, it failed.

There are other beautiful places to stay in Sitges. Places where service is not merely a script, but a principle. I would recommend...

Very disappointed in the experience. So many great reviews but that was not the experience we received. We booked months in advance for a wedding and about 30 days before the wedding, one of the legs of our flights was cancelled due to government restrictions. We called Calipolis, amongst other hotels and airlines and advised that we were no longer going to go on this trip in fear we might get stuck or stranded. All the other companies helped us cancel EXCEPT Calipolis. Upon speaking to them, initially they agreed to cancel the reservation but when the date came up then charged it anyways. We immediately called Calipolis again and we’re advised they had no record of the cancellation. We therefore asked to speak to a manager but because of the time difference, there was not one available when we initially called. They advised that it would be best to email the manager. Several emails and multiple calls later we were finally able to chase down the manager and again was advised that they didn’t have a record of a cancellation. Point being, Calipolis is quick to take the reservation but if you need to change anything, good luck.. I’m sure it’s a really nice place but traveler beware!

Edit: First, thank you for your response. It was very timely and a much different experience in terms of responsiveness than I have previously encountered. Although I do appreciate the extension of the original offer, I live half a world away and was only visiting this area for a wedding. The reality is that this doesn't really help since its not realistic given the location of your property and the fact that this cannot be used anywhere else. In the end, this is coming down to the fact that Calipolis is stating that they have no records of cancellation and this is taking no responsibility. I still believe customers should be aware upon booking since the only way to cancel is to call Calipolis and "hope" its documented...