"We stayed at the Valentin Grand Park Hotel for a week and, unfortunately, what should have been an enjoyable family holiday was seriously affected by poor customer service, a number of maintenance and cleanliness issues, and, perhaps most disappointingly, the hotel’s complete failure to respond to our formal complaint.
We have stayed in many hotels around the world and generally try to be reasonable when something isn't quite right. We understand that things can go wrong on holiday. What we don't expect, however, is to be made to feel like a nuisance for raising genuine concerns, particularly by a senior member of the reception team.
Our biggest issue was our experience with the duty manager, Michelle.
We initially asked about moving rooms because the room we had been allocated was simply too small for a family of four. We were also travelling with our autistic son, who needs sufficient space and a comfortable environment. We had never previously asked to change rooms at a hotel and certainly weren't looking for an upgrade.
The day before, we had spoken to Zoe on reception. She was fantastic. She listened to our concerns, spoke to the hotel manager and arranged for us to move rooms. No problem whatsoever.
When we subsequently dealt with Michelle, however, the experience was completely different. She immediately told us there was nothing she could do and repeatedly stated that she had worked at the hotel for ten years and had never moved anyone without charging them extra. Her tone was dismissive and passive-aggressive, and it was particularly frustrating given that the move had already been discussed and agreed with the hotel manager.
What was even more unacceptable was her refusal to actually listen to us. She repeatedly interrupted and talked over both myself and my partner. We had to ask her several times to let us finish speaking. We were calm, polite and respectful throughout, yet we were made to feel as though our concerns were an inconvenience.
A senior member of the reception team should be setting the standard for customer service. In our experience, Michelle did exactly the opposite.
The situation became even more concerning when we discovered that the air conditioning in our new room was extremely poor.
We deliberately chose not to report it immediately. Why? Because after our experience with Michelle, we genuinely didn't want another confrontation. We felt uncomfortable approaching reception to report another problem because of how we believed we would be treated.
Think about that for a moment.
Guests should never feel that they have to put up with a genuine problem because they are worried about the reaction of a member of hotel management.
On the final day, the air conditioning stopped working altogether, leaving the room extremely uncomfortable. We reported it to reception, but once again Michelle became involved. She interrupted our conversation with another member of staff and began speaking to him in Spanish. As we don't speak Spanish, we had no idea what was being said.
My partner later returned to reception to ask whether the air conditioning had actually been checked. Once again, Michelle repeatedly talked over her rather than allowing her to explain. Eventually, maintenance attended the room and adjusted the unit, which helped slightly, and we appreciate that an attempt was eventually made to investigate it.
However, the air conditioning remained inadequate throughout our stay. The corridors were actually cooler than our room, which hardly gave us confidence that the system was working as it should.
We were also extremely uncomfortable with the repeated occasions when Michelle spoke to other staff in Spanish during conversations involving us, despite knowing that we couldn't understand what was being said. We obviously cannot say what was being discussed, but the way it happened left us with the very strong impression that we were being talked about in front of us.
That is not how guests should be made to feel in an international hotel.
Unfortunately, the problems weren't limited to customer service.
The pool area also appeared to be poorly maintained, with noticeable black algae in parts of the pool. A significant number of sun loungers were worn, damaged or broken, while the tables around the pool area appeared to have a build-up of dirt and grime.
There were regularly insufficient tables and chairs for the evening entertainment. Guests were left standing and then asked to move because they were blocking walkways — despite there being nowhere else for them to sit or stand.
Some of the bar staff also came across as extremely abrupt. On occasions, ordering a drink felt like you were inconveniencing them or interrupting their conversation with colleagues.
There was also a noticeable lack of consistency between the lifeguards. We completely understand the importance of pool safety, but the rules appeared to vary depending on which lifeguard was working. One particular older gentleman was considerably stricter than the others, leaving guests unsure about what was and wasn't permitted from one day to the next.
And then there is the issue that, quite frankly, says the most about the hotel.
We complained formally to the hotel.
Our complaint was detailed, explained exactly what had happened and asked for the matter to be investigated. We weren't simply demanding compensation. We wanted our concerns acknowledged, investigated and taken seriously.
We received no response whatsoever.
Not a telephone call.
Not an email.
Not even an acknowledgement that our complaint had been received.
For a hotel of this size and reputation, that is simply unacceptable.
We were travelling with another family who witnessed both of our interactions with Michelle. They independently commented on how rude and dismissive they felt her behaviour was. Unfortunately, what should have been a relaxing week away together was overshadowed by the situation.
To be clear, this review isn't about one minor incident or an unrealistic expectation that everything on holiday should be perfect. Hotels have problems. Rooms occasionally have faults. Staff can have difficult days.
This was about how we were treated when we raised those problems,and the complete lack of interest from the hotel afterwards.
There were good staff members. Zoe on reception was outstanding and showed exactly how guests should be treated. She listened, communicated clearly, was professional and genuinely wanted to help. She was a real credit to the hotel.
Unfortunately, one excellent member of staff cannot compensate for the experience we had elsewhere.
We left feeling disappointed, ignored and, frankly, unwelcome.
The most worrying part is that we wouldn't feel confident recommending this hotel to friends or family, because if they experienced a problem during their stay, we wouldn't be confident that they would be listened to or treated with the courtesy they should expect.
And having made a formal complaint and received absolutely no response, we have very little confidence that the hotel has any real interest in addressing these issues.
We will not be returning to Valentin Grand Park Hotel, and based on our experience, we cannot recommend it."
