"We travelled to NYX Ibiza as a group of 8 girls, staying across 3 separate rooms, and unfortunately our experience was extremely disappointing. Based on the way this hotel is portrayed online, we expected a fun, clean and enjoyable stay. Sadly, that was not our experience.
Firstly, one of our rooms had a very strong sewage smell coming from the bathroom. We complained to reception, but instead of offering us a room change, staff came into the room and checked the plug sockets. We were told they could not change our room. This did not resolve the problem and we were left having to stay in a room that smelled of sewage.
Next, this hotel had bed bugs. This was by far the most concerning issue. After our first night, I woke up with bites on my forehead which appeared to be from bed bugs. Since returning home, members of our group have developed bites across different areas of their bodies. Having paid to stay in a hotel, this is completely unacceptable and has been extremely upsetting.
We also had a very poor experience with the buffet food. We had breakfast and dinner included in our package, so naturally we ate at the hotel on most days. However, every time we ate the buffet, members of our group experienced tummy aches and nausea afterwards. This happened repeatedly throughout the stay and made us very reluctant to eat the food despite having already paid for it.
Furthermore, three days before leaving, we asked about the possibility of a late check-out. We were told to ask the day before departure. When we asked the day before, we were then told that everyone had requested late check-out and they could not accommodate us. I explained that we had already asked several days earlier and had specifically been told to come back the day before. With our flight not until 10pm, being required to check out at 10:30am was extremely inconvenient, particularly when we had followed the instructions given to us by staff.
Unfortunately, the customer service throughout the hotel was also disappointing. Staff often came across as rude or unhelpful. Ordering food and drinks was frustrating, as staff would take our order but then move on to other customers and serve them before dealing with us. There seemed to be very poor communication between staff, and the overall customer service did not feel welcoming or professional.
The hotel is portrayed online as being this beautiful, pink, fun and girly Ibiza hotel. While parts of it may look appealing in photographs, we personally felt that the reality did not live up to the image being advertised, particularly considering the price we paid.
Overall, as a group of 8, we were extremely disappointed with our stay. The combination of the suspected bed bugs, sewage smell, food making us unwell, poor customer service and the handling of our complaints made this a very unpleasant experience. For the price of the hotel, we expected a much higher standard.
Unfortunately, we would not stay here again and cannot recommend it based on our experience."
