144matinaa
Google
We have been visiting El Faro for three consecutive summers, staying for an average of 10 days each year. What has always drawn us back is the stunning natural beauty surrounding the hotel, the crystal-clear sea waters, and—above all—the privacy and quietness this place offers.||The front office team has been consistently professional, welcoming, and attentive, making each arrival and departure smooth and pleasant. The maintenance team impressed us by immediately addressing issues—such as fixing our flooded bathroom twice—without delay. Housekeeping kept the property perfectly clean throughout our stay. The lifeguard was exceptionally polite, always smiling, and added to the feeling of safety and comfort. These teams embody the standards of true hospitality and deserve high praise.||Unfortunately, our experience with the Food & Beverage department this summer has been deeply disappointing, entirely due to the F&B manager’s approach. Almost every small request was met with a “no,” and there were repeated, significant delays in service, particularly during lunch. Most concerning was the manager’s refusal to take responsibility for any shortcomings. Whenever we raised an issue, there was never acknowledgment—only deflection, whether blaming hotel policy, suggesting we had misunderstood, or implying unrealistic expectations.||As someone with a hospitality background, I know that mistakes can happen. What matters is acknowledging them, making the guest feel respected, and taking steps to make things right. The F&B manager demonstrated none of these qualities, and this negatively affected the entire dining experience.||I do want to highlight that some of her team members, were excellent—professional, courteous, and a pleasure to interact with. They are clear examples of the service standards that should define the entire department.||El Faro remains a beautiful destination, but the F&B leadership urgently needs to align with the values of true hospitality to match the excellence shown by the rest of the hotel team.