"We arrived just before midnight after a long day of travelling with an infant and had to wait quite a while to check in. Although two reception desks were operating, the queue moved slowly and the wait felt longer than expected.
We were informed that snacks would be available in the main restaurant upon arrival. As you can imagine, after a full day of travelling, some of us were quite hungry. Unfortunately, we were disappointed to find that there was very little food left, several serving plates were empty, and there was no staff visible to replenish the food or clear dirty tables.
The hotel itself is beautiful, with lovely landscaping and well-maintained gardens. The bungalows were modern and comfortable, although they would benefit from some maintenance. Our wardrobe drawer was broken, and there was peeling on the bathroom mirror and kitchen cupboard doors. These were relatively minor issues, and overall the accommodation was of a good standard.
Housekeeping attended daily, but the cleaning standards could be improved. Sand on the floor and debris from the peeling cupboards were not always cleaned properly. It often felt as though the main focus was simply making the beds rather than carrying out a thorough clean.
The food in the main restaurant was generally very good, with plenty of variety available. While not every dish suited my personal taste, there was always something to choose from. One improvement I would strongly recommend is clearer food labelling. Guests with dietary requirements, allergies, or vegetarian preferences would benefit greatly from knowing exactly what each dish contains.
The swimming pool area was always busy, with many guests reserving sunbeds early in the morning. At Castillo, it was usually still possible to find available sunbeds, although most were located near the children's pool. Some of the sunbeds could do with a deep clean, and several appeared worn or broken. Due to the strong winds, additional weights for the umbrellas would also be helpful, as they were frequently being blown over.
One of the biggest disappointments was the pool bar, which was the only bar available at Castillo. The quality of the cocktails was poor, with many being pre-made frozen slush-style drinks. For a four-star hotel, I expected a higher standard. During our seven-day stay, I only received one cocktail that I would consider genuinely good. The quality and consistency varied significantly depending on which staff member was serving. Beer and soft drinks often seemed flat as well.
We were informed that we could use the facilities at the sister hotel, Barcelo Mar, which was only a five-minute walk away. While the hotel itself was larger and had a bigger pool, it was almost impossible to find available sunbeds, as most were reserved by 7 a.m. This was disappointing as it limited our ability to enjoy the facilities there. On a positive note, the cocktails at Barcelo Mar, particularly in the lobby bar, were much better. However, on one occasion they ran out of Mojitos, which was surprising for an all-inclusive resort.
At check-in, we were told that we could book a meal at the Mexican or Brazilian restaurant through the Barcelo app. As a group of nine, the app would not allow us to make a reservation. We sought assistance from reception, but unfortunately they were not particularly helpful and referred us to the guest relations advisor, who was also unable to resolve the issue. Eventually, we gave up trying to make a booking.
Customer service was inconsistent throughout the resort. While some staff members were friendly and helpful, others came across as rude or uninterested. There were occasions when staff appeared more focused on chatting with colleagues than serving waiting guests. Improved customer service training would make a noticeable difference to the overall guest experience.
Overall, this is a nice hotel with beautiful surroundings, good accommodation, and a decent food offering. However, there are several areas where improvements could be made, particularly in customer service, housekeeping standards, pool facilities, and the quality of drinks. With some attention to these areas, the hotel could provide a much better guest experience."
