Larissa Sattler
Google
We would like to share our feedback regarding our stay, as we were unfortunately disappointed on several levels – especially given the high price.
When we arrived, a smooth check-in was not possible due to a Wi-Fi outage, which apparently prevented the reception team from accessing their system. We were understanding of the situation and decided to wait at the beach restaurant with a drink. However, considering the room rate, we would have expected a complimentary welcome drink under these circumstances. After about 1.5 hours, we returned to reception and were told that the issue still hadn’t been resolved, but we could be given access to the room without key cards. We accepted this solution. However, when we returned in the evening and tried to check in officially, no one was aware of the previous arrangement. We received no information about the hotel, parking, or other relevant details. The entire process was chaotic and did not meet the expectations we had of a hotel in this category.
The next day, the Wi-Fi in our room was still not working. We were therefore without internet or mobile reception in our room for nearly two days. While not a major issue in itself, it reflected the overall disorganized and unprofessional service we encountered during our stay.
It wasn’t until three days later that we were told breakfast service on the terrace was not actually provided. The terrace is only a few steps from the main breakfast area, and while the staff were visibly present, they were chatting among themselves rather than engaging with guests. For a luxury hotel, this lack of attention and service is unacceptable.
Additionally, many members of the service team did not speak a single word of English. I do not expect staff to speak my native language, but in a hotel of this standard, it is reasonable to expect basic English communication with international guests. This should be a given in hospitality. After several attempts to communicate in broken Spanish, we finally understood that breakfast orders had to be placed inside. A staff member – who was standing at the counter talking to her colleagues – told us we would need to go in and place our order ourselves. As someone with experience in the hospitality industry, I would never have considered it acceptable to tell a guest to relay their order themselves. The proper approach would have been to take the order and pass it along internally.
To make matters worse, we regularly found dirty glasses near the breakfast cava and were served with dirty dishes. Since we were not being waited on, I helped myself to clean tableware. After I asked for a clean glass, the server simply added new ones next to the used ones without removing them. At that point, I lost my appetite.
In addition to the disappointing service, our room had several issues that are simply unacceptable at this price point: mold in the shower, chipped moldings, frayed finishes, and extremely poor water pressure. For someone with long hair, it was nearly impossible to rinse out shampoo properly.
In summary, the experience did not match the cost in any way. We are more than happy to spend money on excellent service, quality experiences, and special places – but in this case, the value simply wasn’t there. We were deeply disappointed and will not return.
To top it off, we sent detailed feedback to the hotel and after two months still have not received any response. Given the experiences we had on-site, this unfortunately did not come as a surprise.