"This was our 4th time at the Castell de Mar and we enjoyed it very much. We were joined a few days into the holiday by our daughter and 11 year old granddaughter who had a great time!
We had a junior suite on the 2nd floor with a sea view and the others had a sea view room on the 9th with an even better view. The food was amazing, we were bed and breakfast, there was a fantastic choice of food, something for everyone.
Most of the staff were very friendly and polite as well as helpful but 2 in particular spoiled our stay, unfortunately! There were 2 separate incidents which fortunately happened on the last day of the holiday. We had decided to treat ourselves and hired a Bali Bed for the 9 days of the holiday. We bought a screen for it to put up in the morning as it faced the sun and it was extremely hot! This wasn’t a problem until our last day. My daughter was sitting nearby having a coffee in the shade and I had decided to go upstairs to change for lunch leaving my 11 yr old grand daughter chilling on the Bali Bed. The lifeguard approached her and told her to take down the screen and asked where her parents were. She went over to my daughter and told her the lifeguard had approached her so my daughter went to him and asked him what the problem was. He told her to take the screen down as when he was sitting at the other side of the pool he couldn’t see the whole pool! There were a few lifeguards on duty during our holiday and not once did they sit at that side of the pool and neither did he! He had plenty of opportunity to approach us about the screen but he waited until my granddaughter was on her own to pick on her, shame on him!
The next incident was over the towels which I had paid 30 euros for and for which I had a receipt. Instead of handing them into reception soaking wet I left them on the Bali Bed and thought it was ok to get my money back either my receipt. So at 05.30 the next morning before we left I went to reception where we were greeted by a very grumpy and aggressive member of staff who insisted I couldn’t have my money back as I didn’t have the towels. I explained I had left them on the bed as they were very wet. He shrugged and said “no towels, no money”. He said I could have packed them or taken them to the beach. I explained I had paid a lot of money for a Bali Bed so why would I go to the beach?
Another shrug and “no towels, no money”
At that point my husband lost his temper with him and an argument ensued. I held my hands up and admitted it was my fault for not returning the towels and told him to forget it as I didn’t want any more aggravation. It’s not just about the money, he was an extremely rude and aggressive person which is completely unacceptable. It’s a pity I had already filled in an excellent review for this hotel just the day before praising all the staff for their hospitality and service and then these two people, unfortunately, spoiled it with their dreadful attitude.
I have to say, it has put us off coming back which is a shame as we haven’t ever had any problems before."
