Medplaya Sant Eloi

"We arrived at the hotel excited for our family holiday, but unfortunately our experience started with a very disappointing situation. Before arriving, some friends of ours wanted to book the same hotel. They called us asking why we were paying €1,700 for 6 nights with half board when they found a full board package on Booking.com that was €400 cheaper. We had booked directly with the hotel, so naturally we went to reception to ask why there was such a big price difference. The reception staff discussed the situation with the hotel manager. After checking everything, she initially offered to upgrade us to All Inclusive for the price we had already paid. However, when my husband said that we would simply cancel our reservation and book the cheaper offer through Booking.com, the manager immediately changed her attitude. She told us that we could only cancel if we left the hotel and still paid for two nights. Her behaviour was extremely unprofessional, and it was obvious that she lacked customer service skills. What made the situation even worse was that after this conversation, the reception staff—including the manager—stopped greeting us altogether. We felt completely unwelcome, and this is simply unacceptable in the hospitality industry. Another very serious issue happened in the restaurant. My son was served completely undercooked chicken. When we reported it, the hotel manager's response was, "You should have asked for it to be cooked more." I honestly couldn't believe what I was hearing. Guests should never have to ask for chicken to be properly cooked. This response showed a complete lack of professionalism and understanding of food safety. The reception was unfortunately the weakest part of the hotel. One example: I asked to use the laundry room at around 10 a.m. and was told it was occupied. I came back around 2 p.m. and was told that the same guest still had the key and hadn't returned it. I came back again around 11 p.m., and I was given exactly the same answer. Apparently, the hotel has only one key and no spare. This is simply poor management. I would, however, like to thank the young man working at reception, who was always kind, polite and helpful. After three difficult days, everything changed thanks to the incredible entertainment team. We met Alejandro, Claudia, Anita, Lourdes and Alonso, and they completely turned our holiday around. They are truly wonderful people who made every single day brighter with their kindness, positivity and energy. Alejandro is an outstanding manager who has built an amazing team. In fact, we decided to extend our stay by another 5 nights, making it a total of 11 nights, and the only reason we did so was because of Alejandro and his incredible team. Their kindness, professionalism and genuine care completely changed our experience. They made us feel welcome, appreciated and happy every single day. Without them, we would have left the hotel and found another place to stay with our children. The bar staff also deserve special recognition. They worked incredibly hard, were always friendly and provided excellent service. The restaurant staff were also excellent. The only downside was that the queues during meal times were often quite long. Without the entertainment team, this hotel would have received 1 star from us. Instead, all of our praise and our highest rating go to Alejandro, Claudia, Lourdes, Alonso and Anita. You are exceptional people, and we cannot thank you enough for making our holiday truly special despite everything else. Thank you all. We sincerely hope to see you again!"

"We spent 1 week all inclusive here early July as a family of 4, kids aged 6&9. We had a really good holiday, resort overall was ok, I liked that it was small and compact but plenty to keep the kids amused. Real mix of holiday makers, lots of Spaniards, Belgians, some Brits but very much in the minority which was a nice change. The location was a bit out of town, there was a shuttle bus but the times were pretty limited so we never used it but reception called us a taxi, approx €15 e/way. Tossa de Mar is a lovely little town. Room: 2nd floor, it was spacious, with plenty storage and a separate room for the kids. The day we arrived (about 8pm) we wondered if the air con was working properly as the room was so hot (air con was off when we arrived) and it cooled so slowly, especially the kids room as only a single unit for the whole area, but it did cool down by the next morning and was lovely and cool the rest of the holiday by although we had to keep the kids room door open to let the cool air through . Housekeeping-frequent, thorough and pleasant. Bar staff-good service, friendly, if anyone thinks otherwise it could be because some of the guys have very little English so maybe not as chatty as some. There is a cup system for drinks during the day, at check in you get a card each and exchange for drinks so you should always have either a card or a plastic cup each. In the evening it doesn’t run and you get proper glasses, I think they’d be better running the cup system all the time to avoid risk of broken glass, especially with everything being so compact and bar area being so near the pools. Food: main restaurant was a nightmare for queues. It isn’t the biggest, and opening times are fairly restricted (8-10, 1-3 & 7.30-9.30). You have to queue on the stairs, in the sun and some folk didn’t seem to understand what a queue was. When you eventually got in the food was decent enough, always found something we’d all eat. If you don’t want to queue then go for breakfast before 8.30, and dinner after 9. Outwith the main restaurant you could get the all inclusive cold snacks behind the bar 11-11 (not obvious, had to ask where they were) and you could order burgers, hot dogs and chips from the bar (not sure times as we only got them at lunchtime/afternoon). There is no menu up, they may have more options, who knows. You could also order pizza but it’s not part of the all inclusive (€10-€12 each) which we did a few times just to avoid the queues. They really need to get better signs and include times on it. There were also vending machines for water and snacks but they were a bit hit and miss for when they worked. Evening Entertainment: we didn’t really use it but there was always something on and seemed popular. Other facilities: a small mini golf €3 each for an hours and table tennis for a €5 refundable deposit, and a very small arcade which had no air con and the machines were temperamental. Also a small playpark and a small football/basketball/volleyball park. Toilets: there were toilets at the arcade and at the bar .none had working locks and were not very clean. Pool: there was the main pool with a shallow end and a deep end of about 1.7m it was Open 10-7, Aqua aerobics once a day and some water polo. Very busy. There is a lifeguard , we saw 2 different guys, they didn’t seem to do much though, on their phones a lot and there was lots of kids pushing and playing rough and nothing was said to them. Only rule seemed to be no bit beach balls/floats/lilos in the big pool. I’d say the pool needs some maintenance, all of the ladders in were missing their rubber grips, most were wobbly and frankly unsafe, I hurt by leg a few times after which I made sure me and the kids either climbed out the side or used the actual steps at the shallow end. There’s also a little shallow heated pool for babies, a small splash pool with slides etc for kids, and a water park area with water jets and a decent size slide. Kids absolutely loved it. No lifeguard outwith the main pool. All the kids (not just mine!) got cuts and scrapes on sides and soles of their feet to varying extents , it seemed to be from little bits of hard blue plastic that were coming off the side of the pool and ending up in the pool so highly recommend bringing water shoes. For the first 4 days we were well impressed because there were no mosquitoes but the last few evenings were very humid and they came out in force so take repellant."

"We’ve just come back from a week at this hotel. We arrived at 9:30pm and after chow king in at reception we were directed straight to the restaurant to have something to eat. There wasn’t a great deal left but we were grateful for something before bed. Put room was on second floor. It was up steep steps which was fine but had to be careful with our youngest who was 3. The rooms were lovely. Newly done, our twins had a bed each, double room for us and we requested a cot for our 3 year old. And that was delivered no problem. Receptionist was very helpful. Staff were very friendly. The food was nice. There wasn’t loads of choice but we all liked what we had. We ate out two nights in the town. We caught a free shuttle bus but both times had to get taxi home which was around 12 euros. The pool was nice. The kids pool was great. Towards the end of the holiday the larger pool did start to look a bit murky. We had pizza in the bar at extra cost which was nice. We could also order hotdogs and burgers and fries in the afternoon as well for free. Sun loungers were nice. Lots of bird too as we were in a area where there wasn’t lots of trees. Also bat poo on our balcony, we hung out towels out to dry over night and they had mess on them in the morning. Not really a issue to us. Air con in the room worked well. And a large tv too! Shower was lovely. Couldn’t hear anything from our room. Entertainment was good. Bar closed last orders at 11pm. Town was 5 mins away and easy to get around. Lots of shops and supermarkets and places to eat. We struggled to find a pram as we couldn’t fit one in the car with our suitcases and wished there was somewhere to rent one or buy one. It’s out the way and no where had one. So I would definitely recommend taking a pram if you have young ones to do a bit more exploring. We felt a bit tied in that sense. Overall. Great holiday. Kids enjoyed."