"Overall, we are unfortunately quite disappointed with our stay. Considering the hotel’s excellent online reviews, its four-star classification and the fact that we booked a six-night All-Inclusive stay, we expected a noticeably higher standard.
Our experience already started poorly at check-in. Very little was explained to us about the hotel or, importantly, about the All-Inclusive concept. We were not properly informed about which services, drinks or products were included, which were not, or how the different facilities worked.
We had specifically booked a standard room with sea view. However, from our first-floor room, the dominant view was a large, industrial-looking roof. We reported this immediately to reception, and the gentleman working that evening was apologetic and assured us that a solution would be found the next day. Unfortunately, the following interaction at reception was much less positive. We were initially told that we could not move that day and that rooms on higher floors or in other categories would require an additional payment. This made us feel as though we were asking for a free upgrade, when in fact our concern was simply that we had booked and paid for a room advertised as having a sea view.
Eventually, we were moved to a terrace room which was described as having a pool view. Unfortunately, this room is located at the very edge of the property and our view mainly consists of an embankment, exposed tree roots and palm trunks. Again, we would hardly describe this as a meaningful pool view.
The rooms themselves are also one of our main disappointments. They feel very dated and, in our opinion, are in urgent need of renovation. The beds are extremely hard and consist of two single beds pushed together, partly on wheels, which move easily. This feels surprisingly basic for a four-star Adults Only hotel aimed largely at couples. There are also several smaller signs of age and wear, such as loose bedside lamps and outdated furniture.
The bathroom in our first room was particularly old and had a bathtub with shower. The bathroom in our current room is somewhat more modern and includes a rainfall shower, but the shower head appears to be so heavily scaled that the water hardly distributes properly and instead comes out largely as one concentrated stream. The air conditioning also does not cool the room particularly effectively.
The Wi-Fi is another major weakness. It is unreliable in several parts of the hotel, hardly works around the pool and is also very poor in our current room at the edge of the property. For a four-star hotel in 2026, we would expect reliable Wi-Fi throughout the property. The television in our first room was also extremely outdated, with poor reception and channels repeatedly freezing or losing signal.
Unfortunately, the food and the overall All-Inclusive concept have been the biggest disappointments. The buffet may initially appear to offer a reasonable selection, but we find much of the food very greasy, fried, heavy and repetitive. There are many fried products, fries, simple pasta dishes and heavy sauces. The quality of the meat and fish has generally not impressed us, and breakfast in particular is essentially the same every day. The desserts may look different, but many of them taste surprisingly similar. Of course food is subjective, and we do not expect fine dining from an All-Inclusive buffet, but we expected considerably fresher, lighter, more varied and higher-quality food from a four-star Adults Only hotel.
We are also disappointed by what is actually included in the All-Inclusive package. We completely understand that premium spirits or particularly expensive products may require an additional charge. However, we do not understand why even very ordinary products such as certain standard ice creams are excluded. As an All-Inclusive guest, you are then left with the choice of paying extra for perfectly normal ice cream products or choosing the much more generic varieties included in the package. To us, this does not really reflect the idea of “All Inclusive”.
It is also not immediately obvious which products are included and which require an additional payment. The very friendly lady working at the pool bar kindly explained the system to us, and some of the information can apparently be identified on the menu, but it is certainly not intuitive. A simple explanation at check-in and much clearer labelling would have been very helpful.
Another surprising issue is access to basic drinks after the bars close. Of course, we do not expect cocktails or a full bar service 24 hours a day. However, once the bars are closed, there is not even an easy way to obtain a bottle of water as part of the All-Inclusive package. There is a refrigerator in the room, but it is completely empty and there is no minibar or even basic supply of water. When we asked about this, we were referred to a vending machine where drinks have to be purchased. In an All-Inclusive hotel, we would expect at least drinking water – and perhaps a few basic soft drinks – to be available in the room or otherwise accessible without additional payment.
Our experience with the staff has been mixed. Some employees are genuinely excellent. In particular, the lady working at the pool bar has been exceptionally friendly, cheerful, patient and helpful, and Beatrice at the bar has also been very kind. They have made a very positive difference to our stay.
Unfortunately, some interactions at reception have felt considerably more reserved and less welcoming. During the room issue, we did not feel particularly understood or treated in a solution-oriented way, and another interaction with a member of reception came across to us as rather cold and somewhat condescending.
We were also uncomfortable with a few situations involving the Arabic surname of my partner, under whose name the reservation was made. There were several reactions or comments when his name was mentioned in connection with our room number which we found inappropriate and unprofessional. On another occasion, despite both of us being present and the reservation being in my partner’s name, a member of staff communicated almost exclusively with me. We do not want to assume anyone’s intentions, but taken together these situations left an uncomfortable impression. In an international hotel, we would expect every guest and every name to be treated with the same level of respect.
The strongest part of the hotel by far is the garden, which is genuinely beautiful, lush and very well maintained. We also appreciate that there appear to be enough sun loungers around the pool and that we have not experienced the excessive early-morning towel reservation problem found in many other hotels. The loungers themselves are relatively basic and not especially comfortable, and there are no more comfortable daybeds, but the overall garden and pool environment is certainly one of the hotel’s major strengths.
Finally, we also find the communication regarding the hotel’s smoking policy somewhat confusing. We completely accept that the hotel is entitled to establish its own non-smoking rules, including on balconies and terraces. What we find less convincing is presenting this as though it were simply required by current Spanish law. If this is a hotel policy, we believe it would be more transparent to communicate it clearly as such.
Overall, the hotel certainly has some very positive aspects, particularly the beautiful garden and several excellent members of staff. However, the outdated rooms, uncomfortable beds, weak air conditioning, poor Wi-Fi, disappointing food, limited interpretation of “All Inclusive”, lack of basic water availability outside bar opening hours, inconsistent service and the way our original sea-view room issue was handled mean that the experience does not currently correspond to what we expected from a four-star Adults Only All-Inclusive hotel."
