"We have just returned from our stay at Pierre & Vacances Benalmádena Príncipe. While we had a good holiday overall, there were several issues that would make us think twice about returning.
Positives
The apartments are clean, spacious and well laid out. The kitchen is well equipped with everything you need for a self-catering stay. The beds were comfortable, the air conditioning worked brilliantly, and the balcony was a real highlight with fantastic views of both the mountains and the sea.
Negatives
The biggest disappointment was the lifeguards/pool attendants. We found them to be rude, inconsistent and unnecessarily confrontational. Rules seemed to be enforced differently depending on the guest.
For example, my son was asked twice to remove his T-shirt while in the pool, despite us explaining that he wears it because of self-confidence issues. I was also told to stop vaping in the outdoor pool area, yet another guest sitting nearby was allowed to continue smoking cigarettes without being challenged. My two-year-old son was not allowed to use a very small inflatable car in the pool, despite being supervised by an adult at all times and the inflatable being removed as soon as he left the water. Meanwhile, another child was allowed to use a small inflatable ring. If rules are going to be enforced, they need to be applied consistently to every guest.
There is nothing wrong with enforcing safety rules, but it should be done politely, professionally and consistently. The hotel should seriously review the customer service and people management skills of its pool staff.
Another frustration was the confusion surrounding late check-out. Three days before departure, we asked about paying the advertised €15 fee to keep the room for an additional three hours and were told to return 24 hours before departure. When we did exactly that, we were met by a very rude receptionist who simply waved his finger at us and said it was no longer possible, offering no real explanation.
My partner then spoke to a different receptionist and was given a completely different answer. She was told to return at 9:00 a.m. on the day of departure because the decision depended on the housekeeping team. On the morning we were leaving, we asked again and, without any issue, we were granted the extra three hours after all. This only reinforced how inconsistent the information had been throughout. Had we been given the correct advice from the beginning, it would have avoided unnecessary confusion and frustration.
The lifts were another ongoing issue. They regularly bypassed our floor, one lift was out of service for much of our stay, and another frequently displayed an “overweight” warning despite there being very few people inside.
Overall
These issues did not ruin our holiday, but they certainly took away from the experience. The hotel has a lot of potential thanks to its excellent location, spacious apartments and beautiful views. However, it is in need of some modernisation, a fresh coat of paint in places and, most importantly, significant improvements in customer service and staff training.
Unfortunately, based on our experience, I would not recommend this hotel to families, and we will not be returning."
