izzyj2024
Google
I’ve been meaning to leave this review for a while and thought now the season has just started up that it’s a good time to do it. Myself and my friend booked our stay June 10th 2024, we stayed at Marco Polo II for 6 days (we ended up staying 7 days as our flight got cancelled). ||||There are two halves of the hotel, Marco Polo I and Marco Polo II. The reception area is located in Marco Polo I, which is fine but did cause some issues during our stay. ||||Firstly, the hotel is in an ideal location. It’s right next to the back of Eden and Es Paradise, this was our second time in Ibiza so we knew we wanted to be in San Antonio again. It was also about a 5 minute walk to the bus station where you can take the disco bus from San Antonio to Hï Ibiza, Ushuaia, Pacha etc which was a €10 return - a lot cheaper than a taxi which was around €30 each way. It’s also about a 15 minute walk to O Beach, 5 min walk to the beach and also right by many restaurants and shops. There is also a Lidl about a 5 minute walk away. Not far from the airport either. ||||Upon checking in, staff were friendly and we were given key cards to our room. The room was clean, beds comfy and had enough space for us to put all of our clothes and makeup away. The fridge was also a decent size for a few bottles of alcohol. ||||The hotel has a lot of rooms, we weren’t by any means expecting it to be quiet since people are up and about all hours of the day and night and rightly so- Ibiza is to be enjoyed. However, there was a vent in our bathroom which we could hear some lads in the room next to us very very clearly, at one point, waking us up shouting the N word. You could even hear them whispering very clearly so this was very strange. We found in this room as well you could hear the music from Eden very loudly as well but this wasn’t an issue for us as we had previously stayed at Ibiza Rocks in 2023. ||||The access cards to the hotel lobby seemed to be intended to stop people not staying at the hotel from coming in which in theory is good but this was in no way policed so people were letting all sorts of people in. Most evenings and nights when walking past the lobby, there were groups of people sat on the sofas openly snorting and inhaling drugs and being rowdy, the sound often echoing through the entire hotel. Various times we were woken in the morning by domestic arguments, screaming and shouting by a room opposite where I had to on multiple occasions (and other guests) shout at them to shut up. There are cameras on every corridor and signs up in the reception area saying they would deal with any behaviour like this however at no point was this taken seriously. ||||Multiple times people in groups would sit in the corridors littering them with balloons and packets and would be sat with their doors open taking drugs for everyone to see. It honestly was like staying in a crack den. I spoke to some older guests who thought they were staying in a hotel where they could relax- I would strongly suggest not staying here if you intend on relaxing as this is anything but a relaxing stay. ||||This is where our stay got so much worse and we considered checking out and finding somewhere else but no where seemed to have any rooms left. Myself and my friend had just started to get ready for the night, she was just out the shower and sat on her bed in her towel and I was stood by the door doing my hair in the mirror when our room door swung open and someone with his jaw swinging was stood there. I had a go at him assuming he was up to something malicious however he apologised profusely and proved to me his key card is what had opened our door. I tested it myself and his key card allowed him access to our room. He was meant to be staying in the room next to us. As two young females, this obviously was a huge safety concern and also had concerns of our stuff getting stolen or finding a random coked up man in our bed when returning. ||||We immediately went down to reception to report this matter. A middle aged man with grey hair and glasses was sat on reception and did not care at all. Also the majority of the cameras in the corridor seemed to be switched off or broken as I could clearly see the double monitors on the back showing mostly black and a few cameras actually switched on. When reporting that someone had access to our room this man on reception immediately laughed in my face and said “impossible”. I told him if your cameras actually worked you would be able to see someone gain access to our room. He continued laughing and repeating impossible as if this was some joke. This triggered some past trauma in me where I had been SA’d in a foreign country by a staff member gaining access to my room and I made him aware I did not feel safe (at this point crying) whilst begging him to either move us to another room or sort out the key cards. This was what finally got him to do something and he moved us to another room. This took around 2 hours to get sorted and pack up our stuff and move it to another room so his initial reaction really annoyed me as why would we make something like that up when it inconvenienced us. We had booked tickets at a club and were late to it , we didn’t go out until gone 2am. ||||The new room was smaller but much better, it was at the end of a corridor and much quieter and we had much better and respectful guests staying in the rooms around us. ||||Further security issue:||||The next day of staying in the new room, my key card stopped working so we went to reception to get this sorted. I was asked for the room number which I gave and my friend believed it was a different number so this was used. They took my name and DOB as well when sorting out my key card. When we went upstairs we realised the second room number we gave was incorrect and they had literally gave us access to someone else’s room without doing any proper checks!!! This is clearly how someone was able to access our previous room. ||||I knocked on this guests door and when they opened it I explained to them we beleive we had access to their room. They let me try my key card on their door and low and behold it worked. Me and my friend went back to our room using her key card and we got ready for the night and went back down to reception to sort out the key card before heading out for the night. ||||We were met at the reception desk by the same male from before, middle aged, grey hair and glasses. He was immediately not impressed to see me again and was rude when I explained the issue with my key card and how we were given access to someone else’s room without the hotel doing any proper checks. He started up his whole laughing and saying that it’s not possible for us to have access to another guests room. I was honestly fed up of his attitude at this point and made it clear I’d be putting in a complaint and if he did not believe me he could go and try out the key card himself. It took a lot of back and fourth for him to finally do something and change my key card access to my room. ||||I’d give this hotel 0 stars if I could but give them some credit for location. The staff for the most part were friendly but this man on reception needs sacking and I sure hope he is not still there. No compassion, very lazy, awful service and no care for customers. I could not wait to leave the hotel and was incredibly disappointed that our flight was cancelled and BA checked us straight back into this dump. ||||I would honestly not stay here if you are going to Ibiza for anything other than partying, are females or not wanting to be around a load of nitty’s. We had a far better stay at Ibiza Rocks and had wished we went there again. The security and reception there were brilliant and you’d not get people treating the hotel as a crack den openly snorting in their room with the doors open or in the actual corridors. ||||Such a disappointing stay as the hotel has potential if they stuck to their own rules and employed better people who know the importance of security and customer service. This ruined our holiday, I fell in love with Ibiza and felt myself on this occasion, wishing my week to go by faster so I could go back home.
