Hotel Europa and Spa

"Pool shown in pictures but absolutely no pools in sight just fake grass."

"Disappointing family holiday – important information missing We booked Hotel Europa Splash & Spa in Malgrat de Mar because the swimming pool was one of the main reasons we chose this hotel, especially as we were travelling with our two children. When we arrived, we discovered that the swimming pool had been permanently closed for a long time before our stay. This was extremely disappointing because this facility was a key reason for choosing this hotel. Although the sea is close to the hotel, it is quite deep and was not suitable for our children to safely enjoy swimming. This was not a proper replacement for the advertised pool. We feel this important information should have been made clear before booking. If we had known the swimming pool was permanently closed, we would have chosen a different hotel for our family holiday."

"Worst experience I have ever had at a hotel. The series of issues we have experienced since our arrival at the hotel is crazy. First of all, when we arrived, we discovered that the swimming pool was closed. We were never informed of this before our arrival. This was one of the main reasons why we chose this hotel, as we came to spend a week on vacation with our two daughters, aged 5 and 6, and we were looking forward to enjoying the facilities, especially the swimming pool. Secondly, when we went up to our room, we realized that we had been assigned a much smaller room than the one we had booked. We are a family of four (two adults and two young children), and the room is extremely small and uncomfortable for our stay. This is not the type of room we paid for. Furthermore, when we tried to turn on the air conditioning, we discovered that it was not working. What was even more concerning was that the staff already seemed to be aware of the problem, as we were told that if the air conditioning was not working, it would be repaired the following day. We find it unacceptable to assign guests to a room knowing that the air conditioning is broken, especially when the room was extremely hot. Eventually, we had to be moved to another room. Unfortunately, the problems did not end there. After leaving our luggage in the new room, we went out and returned later that evening. When we took a shower, we discovered that the shower drain was not working properly. The water did not drain away and overflowed, flooding the entire bathroom and most of the room. At the reception they refused to change the room, because it was against hotel policy in the middle of the night. We were there with two little girls, tired and crying. After I got very angry, they gave us a smaller room on a lower floor. Here we were at least able to spend a few hours sleeping. After all these incidents, we genuinely feel that we are not being treated with the same level of respect as other guests. We booked this holiday at the beginning of the year and, naturally, we paid a lower price than guests booking now. However, that should never result in receiving an inferior room or a lower standard of service. Every guest, regardless of how much they paid, deserves the same level of respect, service, and quality. If the hotel chooses to offer early booking promotions or discounts, then all guests should still receive the same standard of accommodation and hospitality. Otherwise, such promotions should not be offered. We are staying in a four-star hotel, and we expected facilities and service that reflect that rating. Unfortunately, our experience so far has fallen far below those expectations."