Roc Portonova

"We booked a suite for 5 people with 2 bedrooms and a sofa bed, but when we arrived, those who slept on the sofa bed had neither pillows nor adequate sheets, nor even a place to put their clothes... not to mention the cleaning, which was never done in a week."

"We had a wonderful 7-night stay here. The apartment was spotless, fully equipped with everything we needed, and perfect for myself, my partner, and our 8-month-old. The sea view was beautiful and made the stay even more relaxing, plenty of bars, restaurants outside of this hotel as well as supermarkets. Pool area was always easy to grab a lounger but we also used the beach most mornings too. Our only downfall was breakfast which we had included wasn’t very good the hot food which was prepared at 8am wasn’t being kept hot properly so by the time you come down would be freezing cold, but there was still plenty of selection of bread, fruit, pastries, yogurts so we didn’t leave hungry for sure All in all was a perfect family holiday and will most definitely be returning 🌞"

"Awful experience. Awful damp smelling rooms, which turned out to be actual damp rooms on close inspection, black mould in all the rooms (mainly bathroom) and on air-con vents, which lead to our 2 year old requiring respiratory medical attention. Manager refused to speak to us - when he was present he spoke with his receptionist and refused to speak with us directly. False emails given to us for the manager by reception staff - we asked on 3 occasions and 3 different emails provided - 1 of which was possibly a real one, but yet to receive a response. Reception staff rude to Expedia agent claiming that we were lying about our stay. Refused to issue refund or compensation for any of the medical bills we received for our son. Expedia and Vrbo both no help in process, escalated the rudeness the agent received to Expedia manager who said there is nothing that ‘we can do about it’. During this stay we spent 6 nights in the black mould, dark and dingey room overlooking a pizza restaurant waste site, we were then not allowed to go back into the room on the 7th day while it was ‘cleaned’, returned to the room that evening and the mould had been covered over, but still present - please see images below. We were then subsequently moved to another room (which still had mould on the vents). The hotel denied there was an issue with the room despite ‘upgrading’ for free. The noise from the pizza restaurant kitchen A/C was bearable but even with the doors shut there was a constant humming noise - this may have been due to the fact the balcony doors don’t actually shut properly. Also bear in mind that this was 1st floor, so workers from the road can see directly onto your balcony and also into the property as there are no net curtains or privacy screens. All in all - terrible service, terrible stay, terrible way to treat service users spending £2,000 for 9 nights in a room worse than a Spanish prison. Do not stay here unless you fancy a trip to the Spanish GP (which will also be at your expense), or if you’d like terrible value for money at £194 per night. (Side note - one of the reception staff - didn’t catch her name but the only female working behind the desk was very pleasant and we’d like to thank her for her support - and also offer the advice that she should apply for work elsewhere because the rest of the reception and non-existent manager were rude, sarcastic, and very unprofessional)."