Pontiana Thalasso Hotel

"The hotel was gorgeous, beautifully decorated with such a calm, relaxing feel. It’s part of the Magic World group, which means you can visit other nearby hotels, but honestly, this one is so good there’s really no need to go anywhere else. The food was amazing! We loved it. Other holidaymakers warned us that the beef à la carte restaurant wasn’t great, so we skipped that, but the food in the hotel itself more than made up for it. I have to give a big shoutout to Laura on reception; she was an absolute star. So kind, polite, and hardworking, and nothing was too much trouble. We don’t speak Spanish and most staff only speak Spanish, but she took the time to explain everything and really looked after us. She’s a real credit to the hotel and made our stay extra special. Thank you Laura ! Our 11-year-old had the best time and is already begging us to book again"

"If non Spanish pals read We are from mainland Europe and travelled here with 2 kids. The hotel itself is beautiful but the outside ,the resort itself is really run down.cracked tiles worn down doors , actually dangerous in certain places. Rooms are lovely /if you like to share your room with your kids. The buffet is really good and caters for everyone but lacks in staffing, we seen staff crying,....it seems the pressure on them is high. The outdoor pool at pontiana thalasso is not suitable for children, far too deep and salt water. It's difficult to book the water parks as the app is not working correctly. Unfortunately which is our biggest issue is the language barrier, hardly anyone speaks another language than Spanish, we speak French ,German and English and still not received any quality customer care. Our children can't attend the cooking classes etc bec the staff doesn't speak another language than Spanish. They go kids club but was looking forward to cooking art experience offered here....#mdllhonestly I as non Spanish you do not get any service here, ppl act very rude, we speak broken Spanish and could understand how they talked about us, and that was from staff which is very unprofessional in my eyes. Very disappointing and disheartened if you all in all can provide 4 languages and they still can't match any , even close. The app hardly works so booking is not possible if you go reception you get feed with wrong informations and miss out. Didn't get any info on towels etc everything is hard work.... There is a huge lack off staffing here... All in all a lot of potential but badly organised. Would love to recommend but don't feel I can which is a shame"

"This Hotel is a three star hotel at best. It certainly should not be advertised by UK Travel Companies as the English language skills here are seriously lacking. We arrived with two young children and 4 cases at 11 at night and no one helped us with our cases despite the fact that you come through the door and have to go down around 12 large steps to reach the reception. After a slow check in where we were given a map and little other knowledge of the hotel we took our own cases to the 11th Floor. The so called 5 star room consisted of a double bed with just a sheet for cover and a very battered pull out sofa bed for the kids. All the bedding was stained as was all the furniture and the net curtains on the door leading to the balcony, which hadn’t been swept for at least a week. We were tired and slept. At 0900 we went to the buffet. The lifts are very small and there are people waiting at every floor so it takes a long time to get down to the lower floors. The buffet was carnage. None of the staff spoke any English and the food was of a quality that you would expect in a prison. Getting out was comical. A queue of 20 deep awaiting the lifts, the stairs are quicker. The facilities are mostly closed, the apps aren’t user friendly and the WiFi isn’t any good if you need a decent connection for business like myself. By 1400 on our second day we had left and found another hotel a couple of hours drive away on booking.com. This was four star and I’m on my way as I write this. I guarantee it’s 10 times better. STAY WELL CLEAR"