Aqua Hotel Silhouette and Spa

"We had a wonderful time at this hotel and, despite the extraordinary circumstances, definitely want to leave a very positive review. From the very beginning, we felt completely comfortable. We liked the hotel itself very much; the service was excellent, and the entire staff was friendly, attentive, and helpful at all times. Especially at the beginning of our trip, we had one or two minor requests that were taken care of immediately and completely uncomplicatedly. For us, this was a very nice example of how seriously the guests' wishes are taken here and with how much dedication the team works. We also liked the bar area very much. We are also especially glad that we took advantage of the great massage offer – a wonderful addition to our stay. Unfortunately, our trip then took a completely unexpected turn: On a Sunday, the region was hit by a severe storm, by which the hotel was also massively affected. Parts of the hotel were underwater, and further accommodation was therefore no longer possible. In addition, the power went out relatively early, which naturally made the entire situation significantly more difficult for the staff. It is precisely for this reason that we would like to explicitly emphasize at this point how impressively the entire team handled this exceptional situation. The staff members were just as surprised by the events as we guests were and had to react within a very short time. Despite the power outage, difficult communication options, and the tense situation, they managed to accommodate around 600 hotel guests in other hotels. The organization was also anything but easy under these circumstances. In some cases, hotel managers had to be coordinated from outside, consultations had to be held, and trips back to the hotel had to be organized repeatedly. All of this understandably took time, and yet one always had the feeling that the team was doing everything humanly possible to find a solution for every guest. They always tried to keep us as up to date as possible. Despite the certainly great personal shock and the many challenges, the staff tried incredibly hard and really took touching care of us guests. We felt safe, well taken care of, and valued at all times during the entire situation. For this, we would like to express our greatest respect and a heartfelt thank you to the entire team. No one can foresee or prevent such a situation – but how it is handled shows how much heart, professionalism, and cohesion are put into the work at this hotel. We wish the entire team and everyone involved a lot of strength for the coming time and all the best for the reconstruction. We very much hope that the hotel can soon shine in new splendor again. For us, one thing is certain: We would very much like to come back next year, continue our trip there, and hopefully be able to experience the hotel again as we got to know it during the first wonderful days. Best wishes from the heart to the entire team – and thank you again for your great efforts in this extraordinary situation! ❤️"

"The hotel is lovely and great value for money. We stayed in a room overlooking the pool & it had full sun from late morning to sunset, which was a bonus. It was clean & comfy with a lovely big shower cubicle. The pool area was great, there’s a sign saying not to reserve sunbeds & most people didn’t, so no matter what time of day we went down we could find a nice sunny spot. The evening entertainment was mostly great, only one poor act in our 12 day stay and we found drinks to be good value for a hotel. Staff were all lovely. We went to Sushi corner on night & the waiter was fabulous, he created us a menu, just the right amount of food & we all enjoyed it. We also went to the barbecue, which was nice but not as good. The one waiter struggled to cope with doing everything & more staff are needed. There were a few niggles for me that reduced from 5 stars. In all the outdoor areas people can smoke. This means the entire outdoor seating terrace is just full of smoke at night so non smokers have to go indoors. Same around the pool, people constantly lighting up right next to your sunbed. Lots of people were chain smoking, which they don’t tend to do if they have to go to a dedicated area. The showers in both rooms had inconsistent temperatures. So it could go from red hot to freezing cold without touching it. As others mentioned the hot food is often cold at breakfast. Omelettes are a good option but not available every day. Overall I would recommend this hotel, as I say the problems are just niggles and didn’t detract from a great holiday. It’s only 10 minutes walk from the railway station with tickets to Barcelona & Girona for €13 return & there are some lovely restaurants in Malgrat within easy walking distance (Al Chili & Morro Chico were my favourites)"

"We stayed here recently and unfortunately came away very disappointed, particularly with how the hotel handled the severe weather during our stay. To be fair, there were some positives. The room was very impressive for the price we paid, and we were pleasantly surprised by the quality and standard of the accommodation. The food was also really nice when it was available, although it could be quite cold. Some members of staff were welcoming, friendly and genuinely helpful, but unfortunately others were much less so. The biggest problems came when the weather deteriorated badly. At breakfast, despite breakfast supposedly running until 10am, by around 9:15am the food had completely run out. There was no hot food available, with only pastries, cakes and similar items being offered. My wife is six months pregnant and ended up having a single doughnut for breakfast. When we raised this with the manager, we were essentially told that there was nothing that could be done and that he would “go and have a coffee” in our position. This was particularly disappointing and not an appropriate response. Things then became considerably more concerning. Water was coming through the roof of the hotel lift, and the lift took us to a flooded -1 level. The lifts were subsequently taken out of service, leaving us with a room on the seventh floor and my six-month-pregnant wife having to use the stairs. The hotel then lost power and there was no drinking water available. When I asked reception for water, I was initially told I would have to pay €2 for it, before subsequently being told to get drinking water from the bathroom/toilet tap. Given the circumstances, and particularly my wife’s pregnancy, we found this completely unacceptable. We were then told that the kitchen was unusable and there was no idea when it would reopen. We were eventually sent to another hotel for lunch, around a 26-minute walk away. Although a taxi was eventually arranged to get us there, we were then told that transport would be provided back to our hotel. It wasn’t. As a result, my pregnant wife had to walk more than a mile back, along a muddy and slippery road. To be clear, we are not blaming the hotel for the weather. Torrential rain and severe weather are obviously outside their control. What we found unacceptable was the apparent lack of contingency planning and the way the situation was handled. There seemed to be very little preparation for what guests should do when the kitchen, lifts, electricity and other facilities were affected. Overall, we feel that a significant part of our holiday was ruined. This was especially stressful given that my wife is six months pregnant, and we felt that some of the decisions made by the hotel showed very little consideration for our circumstances. It’s a real shame because, under normal circumstances, we would have had a lot of positives to say about the hotel. The room was excellent for the price, the food was genuinely very nice, and some staff were fantastic. Unfortunately, the handling of the severe weather situation overshadowed those positives. We would recommend the hotel improve its contingency planning for severe weather, communication with guests and, most importantly, how it supports guests when essential facilities become unavailable."