MUR Hotel Neptuno

"ROOM very clean. FOOD - Diverse choice, excellent quality cooked fresh but bland like most of the islands dining options. They have chillies/herbs available only on request ! HOTEL - Outstanding service, free car park useful. Adult only and very popular with friendly gay community. Hotel not disabled friendly. LOCATION - 30 min from airport. Excellent hotel, close to many dinning places, 10 min walk to beach. recommend KRUUA Thai restaurant (10 min walk), My best meal in Gran Canaria. Also, recommend Tagoror restaurant in a cave, 45 min drive"

"It is the second time we have repeated and the truth is that we are leaving just like the first time. In love with this hotel, the fundamental thing to highlight is its staff; they really make you feel at home, always with a smile and affection they welcome you from the very moment of check-in you already feel that you are going to be well. From restaurant waiters and waitresses, lifeguard, cleaning, reception. It is a very centrally located hotel in Playa del Inglés. The only drawback I would mention is that you have stairs that perhaps people with reduced mobility might find somewhat difficult. Here guests feel like family and it is because the hotel staff makes you feel that way. The food is very good, both at breakfast, lunch (which is à la carte), and dinner. One important thing, the beds are comfortable and huge as well as high, things that I value a lot because that makes making them much easier. So if you are looking for a place to rest, eat well, and feel supported, this is undoubtedly your hotel. Oh! The next day, upon arriving from the pool, we found a thoughtful gesture from the hotel that made us very happy and grateful. I am attaching photos."

"A Very Disappointing Experience – Unacceptable Hygiene and Poor Customer Service I am extremely disappointed and upset with my experience at Hotel Neptuno. While I was sleeping, I woke up to discover a cockroach crawling on my bed. This was absolutely disgusting and frightening. Nobody should have to experience something like this in a hotel, especially when paying for a comfortable and relaxing holiday. I immediately went to reception and reported the incident. The hotel changed my room, but instead of being moved to an equivalent room, I was given a lower-category room with fewer amenities than the one I had originally booked and paid for. What made the situation even worse was the hotel’s refusal to offer any compensation. I find this response completely unacceptable. A simple room change does not make up for such a disturbing experience, particularly when the replacement room is of a lower standard. I expected much better hygiene, professionalism and customer care from this hotel. Instead, I was left feeling disappointed, frustrated and undervalued as a paying guest. Finding a cockroach on your bed while sleeping is not a minor inconvenience, and refusing to take responsibility afterwards makes the experience even worse. Based on my experience, I cannot say that the hotel handled this situation appropriately. I sincerely hope management takes these complaints seriously and improves both its hygiene standards and its treatment of guests."