343NicoleR
Google
This is our 3rd trip to benidorm and the first time at this hotel. We booked cause it looked and sounded great based on the information provided. When we arrived, it was an absolute nightmare. This is my honest review of our family experience. ||Check-in process the staff did not seem to know we had booked ultra inclusive. When I asked about how we go about arranging trips and the other things we were meant to have, they were unaware we were ultra. When I explained and showed booking information, I was advised that there was a QR code to scan and download the app. ||We were told our rooms were not ready but could use the facilities and someone would give us a call when ready. 2 hrs later, no update went to the desk and was informed 2 rooms were ready when we went upstairs they were all ready. ||Rooms we had no issues with this the beds were comfy, shower works well, they were cleaned I would say 5 days out of 7. The only issue we had with all our rooms was that the mini bars were not stocked and now welcome pack with cava as stated in the ultra perks.||Back to reception, we went to explain about the mini bars and welcome packs. Mini bars were eventually stocked after a further 2 trips to reception, and cava was around 2 days later. ||One of the biggest issues we had was the magic app. We could not book our trips bearly. Everything in the hotel needs booked via the app. We had booked the trip to the zoo for Thursday. On Thursday, I went to the desk as no one could download the tickets to the zoo. Was advised that if they could not open, we could not attend. As you can imagine, I had a very upset 7 year old at this point. ||The emails were sent to staff personnel and reception emails to sort the issue. Staff also tried to contact support with no luck at all. This issue ruined 2 days of ur holiday. It was not rectified until later evening the Thursday night when again I went to the desk for an update. As was still having issues and we could not go to the trips that we paid extra ultra for. ||Finally, on Friday, this issue was rectified, and we could go. The other trips never worked for us the brunch and breakfast at another hotel we were never able to book. I was never able to order a pizza. This had to be ordered before 5 pm the day before. It never let me do this, and to be honest, I was not missing g much. A family member ordered one, and it is actually disgusting what was delivered.||We did try the Italian meal starters, and we were all ready sorted for arrivering a choice of a pasta dish or a pizza and a pudding. As a family, we attended this and were not impressed. Unfortunately, our food experiences with the hotel have not been the greatest. We attended the killimunjaro restaurant as a family as it was part of ultra. ||This was a dreadful experience me and my daughter in law went to the bar to get a drink. While we were there, a female member of staff shouted at the rest of the family at the table stating that it was only beer and wine and table service. I have paid ultra. I don't like beer and wine, and we should be allowed to drink whatever I choose to do. Id the issue was the table service, then staff could have collected our preferred drinks from the bar. We were told that if we wanted to drink those types of drinks, which was a cocktail, we could not sit at the table and would need to sit at the sun lounger section of the restaurant.||The killumarjo restaurant food was inedible. Some family ordered the mixed grill, which arrivered, and I would not even feed that to my dog. That's how dreadful it looked. They described the meat and tasting funny and chewy. Burger were meant to be Angus burgers, and I can assure you they were the exact same burger they have made at the pool bar all week with a better bun again, horrid. Butter was brick hard in 27-degree heat. And to top it off, my son and daughter had been up there at 5 pm on the roof top, and they told me they had food out and ready then. Our meal was 8.30 pm, and you wonder why so many people have come down with sickness. ||We left shortly after the mains arrivwred none of us enjoyed our meal. None of us had pudding, and I would not recommend it. I spoke with the manager about issues I had during our stay. ||Food in gernal is a massive let down the pool bar is the same everyday hot dog nuggets, burgers, chips, salad fruit, ice creams, and donner meat. It is all very bad quality. ||The buffet restaurant was a massive letdown. Breakfast cearals, fruit , yogurts, sausage, egg , scrambled eggs and omelette fried bread, tomatoes, and beans were the staples they had pancakes to. Scrambled eggs and omelette are horrid sausages and horrible texture. They also dis things like dry tuna for breakfast. One day, they did hash browns. These were ok. 2 days, they did waffles. For 2 mornings, thought chicken nuggets were an apporiote choice . ||We found breakfast items would be done at lunch, then roll over to dinner and then supper. Food is bad. My daughter is the least fussed child in the land, and she has had chips and mayo nearly every day that we attended for a meal of any kind. Most times, we would eat out. I did raise the food with the manager it is repeative and really bad quality she stated they get a lot of requests for certain things people like, so they make them. But nuggets for breakfast Aww and pork and chocolate dish for dinner is just unimaginable. ||During our stay, we must have ben to the reception desk around 12 times to sort out issues we were having. The app does not work. We did not get what we paid for with the ultra. The hotel is nice inside, poola bit on the small side. The experiences we had ruined our hoilday. We have discussed easy jet also, and we won't be back. For paying nearly £6000 for a hoilday things must be better and for us the quality is not there. ||It is nothing beyond basic. I did not want to write such a harsh review, but this is the truth, and people have a right to know what they are paying for. So hopefully they won't have to endure the stuff we have, and hopefully magic and the hotel we'll better improve the problems cause every person we spoke to was not happy. As a company you have to do better.
