"I had a very disappointing experience at AC Hotel Aitana, and unfortunately, it did not meet even basic expectations—especially for a Marriott property.
To begin with, the **basic in-room amenities were inadequate**. There were no water bottles provided in the room, and even upon request, it was extremely difficult to get something as basic as drinking water. This is a fundamental service that should not require repeated follow-ups.
The **front desk experience was particularly concerning**. One of the reception staff members, “Manuel” (bearded), was unprofessional and dismissive. Despite clearly understanding and speaking English, he repeatedly redirected us to another receptionist who struggled with English, unnecessarily complicating simple interactions. He also appeared deliberately occupied even when he was not, avoiding assisting us directly. This behavior felt disrespectful and, at times, discriminatory in tone.
Additionally, we were given **incorrect information regarding baggage storage**. Manuel explicitly confirmed that the hotel could store our luggage for two days while we traveled to Seville. However, on the day of checkout, we were suddenly told this was not possible. This last-minute reversal caused significant inconvenience and forced us to carry all our luggage during our trip. Had we been informed correctly upfront, we could have planned accordingly.
The **service overall was extremely slow and inefficient**. At breakfast, the experience was particularly frustrating. The buffet had very limited options, and additional items had to be ordered separately. It would take around 15 minutes for an attendant to even come to the table, and nearly 45 minutes for food to arrive. This is far from acceptable for a hotel of this category.
Speaking of breakfast, as a **Marriott Platinum Elite member**, I expected standard benefits such as complimentary breakfast and lounge access. However, none of these benefits were offered or even acknowledged, which was surprising and disappointing.
There were also instances where another senior receptionist displayed dismissive behavior, including sarcastic expressions while interacting with us, which further added to the negative experience.
Overall, this stay was marked by **poor service, lack of basic amenities, miscommunication, and unprofessional front desk behavior**. This is not the level of hospitality one expects from a Marriott-affiliated hotel.
I would not recommend this property and strongly suggest management reviews both service standards and staff training."
