"We booked this hotel based on the reviews, but we left disappointed and wondering if all the positive reviewers had stayed somewhere else.
The Junior suite we stayed in was very nicely decorated and clean, but the lack of soundproofing made it very noisy from next door neighbours. You could hear every conversation that was had.
We liked the pool area and felt this was the highlight of the hotel.
The major weak points of the hotel were the staff and the food. I’m not sure if they realise that staff friendliness is one of the selling points of a holiday and can make you return to a particular hotel, over another. The only staff member that we felt was outstanding was Natalia on reception. The others either looked like they didn’t want to be there, or you felt like an inconvenience asking for anything. The male waiter in the bar area was very rude and ignorant. I was waiting to order a drink at the bar that was almost empty, and he walked past me four times without acknowledging me, no smile, no word of acknowledgement, just nothing. I felt invisible….. I watched him go in the back to wipe his face, empty bottles, start to put all the glass bifold doors back on the bar, then he went to reception to restock the arrivals drinks, there were no arrivals there. All this was while I was stood there waiting to order. We never went in again, we drank at the Puerto Palace hotel over the road, the staff were more welcoming and wanted to serve you. This was not an isolated occurrence with the waiter, we spoke to multiple guests who also made similar comments. We reported this to Reception, who explained that he was on his own. The bar was almost empty, so he wasn’t rushed off his feet.
Little things throughout the week appeared that they just don’t seem to have grasped the concept of making customers feel looked after in the most basic way. One morning we went to breakfast and one of the waiting staff said we can’t sit at the numerous tables we chose, as they were all set for dinner. This was at 9.30 am and breakfast was up to 11 am. Multiple guests just wondering around being told the same thing, unimpressed. The waiting service in the restaurant in general was less than satisfactory, tables not cleared for ages, tables not set with cutlery, no friendliness whatsoever. Just basic skills missing from all points of service lines. The breakfast was lovely and the fresh orange machine was our highlight. We ate out a few nights as couldn’t face the evening buffet. The meals that were supposed to be hot were cold, and they weren’t replenished very quickly. One morning , there were no cereal bowls for one hour.
On our last day, after checking out, we made enquiries if there was a courtesy room to shower as we had a late flight. We were told that we would have to shower in the gymnasium shower. As we didn’t have a towel to use after checking out, we were given some towel tickets to give to the lifeguard in exchange for a towel to double up for the sunlounger and then for the shower later. The lifeguard stated that there were no towels , so we waited from 11.00 - 12.15 with no towel. Again this is a basic service that is missing. We would not return to this hotel as the plus points of the pool and room decor do not make up for the consistent lack of customer care and service that should be present in a lower graded hotel, never mind this establishment. We are not impatient people and don’t expect the world, but were very disappointed in the hotel overall. Maybe as it’s not been open long, they haven’t found their ground yet?????"
