"I stayed at this hotel for a family holiday, but unfortunately my experience was very mixed.
I had booked accommodation for myself only. On arrival, reception informed me and other members of my family that despite us all making separate bookings, the hotel was overbooked and we would all have to share one room. We were understandably unhappy, but agreed because we didn’t want to be left without accommodation.
The room was far too small for the number of people staying in it. There was barely enough space for our luggage, we had no privacy, and it felt as though we were expected to share simply because we were related. We couldn’t unpack properly and, to make matters worse, the following day we were told to vacate the room by 12pm. We then had to leave our luggage in storage and spend hours waiting by the pool while the hotel found us another room. This happened on day two of a seven-night holiday, wasting a significant part of our trip.
As compensation, the hotel offered us one free drink with dinner each evening. While appreciated, it didn’t come close to making up for the disruption and inconvenience.
Unfortunately, the restaurant service was inconsistent throughout our stay. Depending on where you were seated, drink service could be extremely slow. On our final evening, my sister and I weren’t even offered a drink until we were eating dessert.
What made the experience particularly disappointing was the difference in how guests appeared to be treated. A Spanish family seated next to us received constant attention from the restaurant manager, who even took their young daughter to choose a dessert. Meanwhile, we struggled to get any service. When Pedro eventually came to take our drinks order, he tried to charge us despite the complimentary drinks we had been promised. I politely queried this with the manager who had brought the drinks over, but rather than acknowledging the issue, he simply walked away without saying anything. I appreciate there may have been a language barrier, but basic courtesy doesn’t require words.
Our drinks were taken away and we were left waiting again. Before returning to us, Pedro cleared the neighbouring family’s table and continued serving them. He then appeared to discuss us with them, as they looked over at us laughing while he remarked about “five-star service”. Whether intended or not, it left us feeling embarrassed, uncomfortable and unwelcome. It genuinely felt as though the quality of service we received depended on our nationality, which was very upsetting.
That said, there were positives. Once we were finally moved, our room was modern, spacious and very comfortable. The housekeeping staff worked incredibly hard and kept the room spotless throughout our stay. Although my
Experience of the service in the restaurant was poor most of the time, jesús the waiter was extremely friendly and always provided an excellent service.
The air conditioning in our room worked well, although other members of my family’s rooms weren’t as fortunate. The main pool area was lovely, and there was also a quieter pool near our block which was perfect for relaxing.
Overall, the hotel has good facilities and hardworking housekeeping staff, but being overbooked, having our holiday disrupted, and the poor and inconsistent customer service left a lasting negative impression. Sadly, I wouldn’t choose to stay here again."
