"Overall experience:
Unfortunately, our overall experience wasn’t great due to what happened at the spa. Because of this, I wouldn’t return to this hotel. I also don’t feel the price reflects the quality of the stay, and I think there are nicer hotels in the San Agustín area for the money.
Cleanliness:
The hotel was very clean throughout our stay. Every morning the pool area was thoroughly cleaned, and the restaurant was always kept clean and tidy.
Room quality:
The beds were very comfortable, although they were two single beds pushed together rather than a double. The room was nicely decorated with only minor signs of wear and tear. The bathroom was modern with a lovely, powerful shower, although water tended to splash out and leave the bathroom floor quite wet. The air conditioning worked perfectly.
Staff and service:
Overall, I found the hotel staff pleasant and friendly. However, when sitting outside for lunch or dinner, we often had to wait quite a while for someone to take our drinks order. Service indoors seemed much more attentive.
Location:
The location isn’t bad. Taxis and buses are easy to access if you want to visit the busier nearby towns. We particularly enjoyed Addio Mare restaurant and Helamore dessert shop in the San Agustín Shopping Centre. One thing to note is that the local area may not be ideal for those with mobility issues, as there are some very high kerbs at pedestrian crossings.
Amenities:
We found the pool quite small considering the number of guests the hotel accommodates, meaning it was often too busy to actually swim.
There was also an issue with sunbeds. When we first arrived, guests were reserving them from as early as 5am, so by around 10am it was difficult to find two together. Halfway through our holiday, the hotel introduced a rule preventing guests from using sunbeds before 9:30am. While this stopped people reserving them so early, it also meant those wanting an early morning sunbathe couldn’t do so.
The thalasso spa is where our holiday took a negative turn. We first booked the two-hour spa circuit, which was excellent, with a wide variety of pools and hydrotherapy jets. We later booked a 50-minute couples massage.
When booking, we weren’t asked whether we had a preference for a male or female therapist. I assumed I would have a female therapist and my partner would have a male therapist. Instead, my partner’s name was called and a male therapist took us both into the treatment room. We were instructed to remove all of our clothes and cover ourselves with a towel. Unlike other massages I’ve had, disposable underwear wasn’t provided.
Neither therapist asked about any medical conditions, areas to focus on, areas to avoid, or preferred massage pressure before beginning the treatment.
During the massage, both therapists worked very high up the legs. On multiple occasions, my therapist repeatedly made contact over my outer genital area while massaging my legs, both when I was lying on my front and again when I turned onto my back. I found this extremely uncomfortable and not at all relaxing. I was too anxious and embarrassed to say anything at the time.
Initially, I wondered whether this was simply standard practice in Spain. However, after speaking to other guests who had also received massages at the hotel, none described a similar experience. I therefore raised my concerns with both hotel reception and my holiday provider, and the matter is currently being investigated.
The spa later left a letter in our room stating that this was their normal massage practice. For anyone considering booking a massage here, I would strongly recommend specifying whether you would prefer a male or female therapist beforehand and being aware that the massage may involve work very close to intimate areas.
Value for money:
In my opinion, this hotel doesn’t feel like a four-star property. I’d rate it around 3.5 stars if half-star ratings were possible. Although the hotel itself is attractive, I don’t think the quality of the food and drinks matches the price, particularly if you’re paying for the all-inclusive package.
Problems:
* If you’re staying on one of the higher floors near the Gorbea rooftop restaurant, be aware that it turns into a nightclub on Friday evenings, with music continuing until around 1am. The rooms block some of the noise, but you can still hear it.
* Many of the hot breakfast items were only lukewarm rather than properly hot.
* The alcoholic cocktails were incredibly strong, to the point where I found them unpleasant to drink, so I didn’t have any alcoholic drinks for the rest of the holiday.
* “All-inclusive” doesn’t really mean everything is included. Many drinks incur an extra charge, and nothing at the rooftop area is included, including food, drinks and sunbeds.
Highlights:
The sea view from our seventh-floor room was beautiful and was definitely one of the highlights of the stay.
Who I’d recommend it to:
I’d say this hotel is better suited to families, as there were lots of children around the pool throughout the day. If you’re looking for a peaceful, relaxing holiday, particularly around the pool area, this may not be the best choice."
