Hotel Colorado Creek and PortAventura Theme Park

"I chose this hotel because it got a high score on several sites, and I really don't understand why. The hotel itself is nice, the rooms are big, the surrounding nature is really beautiful, breakfast and dinner are good, but it suffers from several disadvantages: 1. It is far from the Port Aventura park, about 12 minutes walk, which is very annoying. If there were a shuttle between the hotels and the park, say, every 10 or 15 minutes, then it would have been much more convenient. In the absence of such shuttle, I think it's better to choose a hotel which is closer to the park. 2. Hotel maintenance is not very good, especially in the dining room. The floor is often full with food leftovers, and they probably don't have enough manpower to clean it. They also don't clear the dishes from the tables during our meal, so the tables are full with dishes. 3. The queues in the dining room are terrible. They insist on checking the hotel plastic card of every person, their software often gets stuck, and it takes awfully long time. Consequently, long queues are forming outside the dining room, I never met such situation in any hotel elsewhere! 4. They don't provide a kettle or a coffee machine in the rooms, and they don't have coffee in dinner, only in breakfast, so you cannot have any coffee during the day."

"We stayed in one of the lodges at the Colorado, with check-in at 15:00. The room did have air conditioning, which was a definite positive, especially as it was very hot. But that’s where the positives ended! When we arrived, the keys didn’t work, although this was quickly resolved by resetting them. The front desk staff did initially try to be apologetic for the unclean room by offering us some welcome drinks, which was not adequate for the miss-sold room we had purchased. The member of staff also joked that they had at least let me charge my phone earlier whilst waiting for the room, which felt rather inappropriate given the issues we were experiencing. Unfortunately, the condition of the lodge was extremely disappointing. It had a strong, unpleasant smell, and the fridge was in an extremely poor condition and appeared almost rotten. The cleanliness of the bedroom was the biggest issue. The bedding was stained and did not appear clean, and there were hairs and pubic hairs on the protective mattress cover. The mattress itself was covered in concerning stains and was genuinely disgusting. We only fully appreciated the condition of the mattress when the room was cleaned again. To make matters worse, there was a pair of someone else’s underwear hanging from the lamp. This was clearly something that should have been picked up during the cleaning of the room. We asked whether we could move to another room, but were told the property was fully booked. We understand that availability can be an issue, but we were very disappointed by the lack of urgency given the hygiene concerns. It left us feeling that the situation was being accepted simply because the property was in high demand. I asked if they could support us with offering a different hotel and was informed, all local hotels would all be fully-booked this time of year, without any attempt to advise or support us. We located a new hotel ourselves within 10 minutes! Much much nicer near the beach. In the end, the condition of the accommodation was so unacceptable that we requested a refund and decided to leave. We did not feel comfortable staying there. For somewhere advertised as a 4-star property, the standard of cleanliness was simply not acceptable. We have stayed in many places, and genuinely this was one of the worst experiences we have had. It left us feeling uncomfortable and disgusted rather than relaxed. We would strongly recommend that management review the condition and cleaning standards of the lodges, also mattress checks and rotation. Being fully booked or in high demand should never mean that basic cleanliness and hygiene standards are overlooked. Our experience was nowhere near what we would expect from a 4-star property, and we would not stay here again."

"I’ll start by saying that we had a very unpleasant stay of 5 nights and 4 days. The hotel is rated as a 4-star hotel, but in reality, the standard is closer to 2 stars or below. The quality of the hotel and its facilities is simply not consistent with a 4-star rating, and the staff are unprofessional, unhelpful, and not courteous. Most of the employees barely speak English. We arrived at the hotel late at night, and the receptionist did not know where our room was and had to search for it in the dark. Our room was not prepared with three children’s beds, even though our reservation was for two adults and three children. We had to arrange and take care of the third bed ourselves. The room is very poorly equipped. There is no kettle, no hair conditioner, no toilet brush, not enough electrical outlets, and the lighting is very poor, making the rooms extremely dark. For two days, we asked the hotel to fix the lighting outside our room, but nothing was done. The reception staff told us that it had been fixed when it had not. Only after we returned to reception with a video showing that there was still no lighting did they finally send someone to deal with it. The service at the pool was some of the worst we have ever experienced. The whole towel system is ridiculous: in addition to paying €2 per towel, there is also a deposit and paperwork to sign. When we needed dry towels, none were available. And just to get towels, we had to stand in the long check-in queue at reception. The food, however, was tasty, and the service in the dining room was good. Unfortunately, the coffee from the machines was really bad. There is quite a long walk from the hotel to the water park and Ferrari Land, completely exposed to the scorching sun with no shade whatsoever. At reception, we were told it was a short walk, when in reality it is around 20 minutes with no shade. Despite speaking to reception several times, nobody told us about the points program that allows guests to earn points on purchases throughout the park. We only discovered it by chance on the third day of our stay, thanks to an employee at the pool restaurant. The service at the pool restaurant is among the worst we experienced. The waiters ignore guests who arrive shortly before 4:00 p.m., only to then tell them that there is no service after 4:00 p.m. The food and service during the takeaway hours between 11:00 a.m. and 1:00 p.m. were also extremely poor. The waitresses both take the orders and prepare the food themselves, and they did not even know how to operate the toaster to make a simple sandwich. The housekeeping staff arrive after 2:00 p.m., when guests are often resting in their rooms. For four days, nobody removed the beer glasses that we had left in the sink. Room cleaning seems to consist of changing the bed linen and towels, and nothing more. Overall, we were extremely disappointed with the hotel. Having to constantly deal with the pool towel system, staff members who could not communicate in English, and the unpleasant treatment at the pool seriously affected what was supposed to be an expensive family vacation with our children — a vacation we had been looking forward to all year."