Hotel Puerto de la Luz

"The hotel is wonderful. With wonderful and very attentive staff. Everything very clean and comfortable. Located in an area with many restaurants and a nice boardwalk. Above all, congratulations to all the staff"

"Good afternoon. I had an unexpected experience; I stayed one night, and it was terrible. I reserved it to rest since I had exams at a nearby center, but I couldn't rest at all because an alarm went off around 11:00 PM. I never understood the reason, although I mentioned to the receptionist that it might have been because I turned off the air conditioning since it was quite noisy. She asked me if I smoked in the room, which I do not, as I am not a smoker. To prevent it from going off again, I left it on. According to the receptionist, it could be due to condensation. I went to bed, and at 3 AM, the alarm went off again; it was a horrible feeling. Another receptionist called me to ask if everything was okay, and I told him that this incident had occurred before. He told me to leave the window open, which I did; I just wanted to sleep. I lay down, and within 5 minutes, it went off again. I was getting nervous, and the receptionist called me again to come to the room to remove a sensor. I clearly authorized it; all I wanted was to rest. It seems like a tremendous shame to have four stars when the facilities are not adequate. The receptionist at check-out apologized and asked if I wanted to check out later. He jokingly said that we paid to sleep one night and suggested I stay during the day as well. He also mentioned that I could stop by the restaurant for a drink... quite unprofessional. On the other hand, the night before, I dined at the restaurant, and the options for celiacs were scarce. The waitress offered me a hamburger without fries, replacing them with wrinkled potatoes, which I clearly accepted. I requested a bit of mojo, and when I went to pay, I had an extra 2 euros on the bill. I asked why, and she said it was for the mojo, and another said it was for the gluten-free bread. The experience was horrible; complete dissatisfaction. We must take care of the customers; I also work in customer service."

"Be careful not to leave items in the room. On the first day, we checked that the shower water was leaking. We reported it, and they told us that maintenance would come the next day. The next day we left early, and upon returning at night, we found that someone had smoked in the room because there was a terrible smell of tobacco. We reported it and got into bed. In the morning, when we were going to the beach, we intended to take the 4 beers from the fridge that we had bought the day we arrived. To our surprise, there were only 3. That is to say, along with the cigarette, they had also taken a beer. We reported it to the reception demanding a response from someone in charge. Today, Monday, after two days, we have already checked out and no one has contacted us. Trust is fundamental in a hotel. It is not about the fact that they took a simple beer, which has minimal value. Rather, it is about having taken something from a room that is, at that moment, my home. And the fact that no one even bothered to contact us, given the seriousness of the matter, demonstrates the professionalism of that team. What a shame."