Darren2020M
Google
I stayed at this property in October/November for 9 nights with my family.||The hotel and landscape is outstanding. Beautiful, pristine, a golf lovers heaven! The course looked spectacular. Best I have ever seen!||The room was very nice and cleaned well daily. ||I found the service very mixed indeed and it was this that let the hotel down.||Good - Alex and his team at Atlantico restaurant were warm, hospitable, accommodating and very friendly, particularly with my son. Excellent! ||Good - Three nice pool areas looking over the course, beautiful and nice to have choice.||Bad - The lady who runs Mervin is very rude and not accommodating at all. We stayed half board but still had a bill for extras for €134! Most of the menu has a supplement, there is limited choice without a supplement. After paying our bill, when I get to reception upstairs I said I didn’t mind paying but given we didn’t have 3 deserts surely there should be a deduction against the supplement cost. I echoed I didn’t mind paying and said I’d leave it with someone to consider and we needed to get my 4 year old son to bed as it was past his bedtime. Despite this, and asking for a buggy to our room up the hill, the receptionist insisted on going head and calling the manageress up. She came upstairs despite again saying we didn’t want to discuss that evening as it was late and we needed to get our son to bed and virtually shouted ‘you have to pay for the meat!’. The situation was handled diabolically be all members of staff. I don’t mind paying for extras. I really do mind bad and rude service like this. We walked away and walked up the hill, no buggy. Poor, poor, poor!!!||Bad - When entering the reception to go to Tagara restaurant we asked the reception how to get to the hotel as it was clearly signed. Her reply ‘the stairs are there or if you are lazy you can take the lift’. I found this comment offensive and downright rude and uncalled for. Additionally, had the restaurant been clearly sign posted we wouldn’t have needed to ask.||Bad - There is a language and communication barrier throughout the hotel. Staff often don’t communicate clearly between themselves or with guests. We had to wait a few times to order at breakfast. When we left the hotel 3 staff were chatting in reception rather than helping us with our luggage to the taxi.||Overall, despite the above, we have a very pleasant holiday. The hotel could heighten the experience by sharpening up some of these service issues with some training and standard implementation. It has the potential to be superb but is sorely let down through service that does not cut it for a five star hotel…..