"Overall we found this hotel fine. The physical overall things are generally well executed: the location is great, nearby amenities are varied and Puerto is generally chill. The facilities are good, clean, and will cater to what you expect. Staff attend to your needs overall. Sea views are lovely, the hotel was cool and temperate during warmer days. Views fantastic from communal spaces.
The problem lies with much of the execution and attention to detail. Some were minor niggles, others put a dampner on the holiday. By far and away the biggest problem was, shortly after our arrival, I discovered there was a bow in the shower tray in the room. This resulted in water pooling away from the drain, and flooding onto the bathroom and then room floor. On holiday i do not want to be told how long i can shower for, or how to do it. On reporting this to reception, a technician attended, cleared the drain out, and a cleaner brought more towels. When I returned to reception to tell them the issue was not fixed, and would not have been fixed, i was asked "what do I want them to do about it: the rooms been inhabited last week" and told to come back to see them the next day. By this point we had already unpacked, had spent all day travelling so decided to leave it.
That alone would have been fine, however plenty of other issues cropped up. The bed was excessively loud and creaky, meaning i woke my wife up during the night. The microwave in the room had a display akin to a collapsing sun, and the plug was inaccessible. Trim around the room was loose and fell off when shutting the fridge. The balcony doors were broken, and we nearly ended up shut out on the balcony. The spa was €20 per day per person, or €50 for a week. The steam room was out of order, and most of the hot tub did not work. The swimming pool was cold - refreshing on a warm day, but chilly when cloudy. No fault of the hotel was a saharan dust cloud over the island for some of our holiday, but the pool was not somewhere to be. The food in the restaurant was fine, buffet meant quantity over quality but descriptions were inaccurate - ALLERGY HAVERS BEWARE. Some dishes seemed to have been sat a while, in particular a prawn had to be spat back out. Breakfast was generally more reliable. Bars stopped serving types of drinks at arbitrary intervals without explanation. For example, the rooftop bar closed at 10, stopped cocktails at some point between 8 and 9, and made every effort not to serve anything after 9:30. Pool bar likewise decided no more draft beer after 5 one day. All of these, combined with an early "what do you want me to do about it" attitude from staff meant I saw no point in raising these issues at the time.
Finally, there was a particularly unsavoury incident in the indoor bar on our last evening. A dj was playing when a guest who frequented the bar arrived, and became aggressive and abusive to the DJ. This included invading his personal space, shouting, physically touching and barking at him. When the DJ decided he'd had enough, fellow staff appeared to not back the DJ, and no management intervened. The customer bullied his way into havimg his choice of music, and i felt compelled to give the DJ my email so i could send him support to use with his manager, which it turned out was needed.
I dont want this to sound like a pile-on, but the hotel was booked as an annual holiday for my wife and I. We deliberately choose more luxurious, adults only spa hotels as this is what we enjoy, and unfortunately small touches and minor choices have left us disappointed. None of these issues, i believe, are unreasonable things to expect, but in a hotel where complaints are dismissed, the leave an unfortunate taste in the mouth."
