For personal reasons, we had to stay at Sol Andalusi again - Our previous experience was pretty aweful, so we suspected the quality of our stay would be "testing". We booked for 3 nights in a 2 bedroomed apartment for my wife and I and my wife's 86 year old mother... we did not want to eat there as all our previous experiences have been pretty dire... So it was just to sleep. Also our booking-contact knew my mother in law, so was aware of her age.
Firstly, bearing in mind the whole resort was originally built as a Retirement Home - we were allocated an apartment in Phase 2 - which is not accessable by car unless you fork out and rent a garage as well. So getting an 86 year old not only to the apartment, let alone back to the main building is a nightmare (especially if the weather is bad)....so we had to opt for the main building and for 2 x studios... Basic, but ok ( no kettle in one room) - but hey, we only wanted to sleep there and would be out from 7am until 8:30pm.
We returned on the 2nd night to find the hot water was tepid, but thought no more about it. In the morning, there was no hot water at all...so none of us had a chance to wash, shower etc... as we left at 7am we told reception..... We returned at 8:30pm and still no hot water... so we made a decision not to stay another night.... At reception we were told that the problem had been fixed and hot water would be available in another 3 hours! ie 11:30pm
This was unacceptable 11:30 was a guess and we had to be away early again in the morning.... but they would not make any refund or allowance for the "unusable" room... in fact, they tried to over charge us the basic rate!!!!!
Next morning we contacted the "booking-contact" and was offered a 10 euro per room discount ie 20 euros for being unable to wash for 24hrs....
I used to own a hotel and hot water is a basic part of the contract of supply - a faulty hot water system is a fact of life... but expecting guests to pay for a night where they were unable to wash, is just unacceptable. The room could not be let without hot water, so there was no loss to the hotel!
The booking-contact said we would have been offered another room to enable us to wash... which was in Phase 2!!!!! So back to the original issue of an 86 year old unable to gain close access to the room!!
All in all, Sol Andalusi could be such a wonderful place - but greedy developers mixed with very poor management and a lack of how to deal with customer issues makes this Hotel a place to seriously avoid....
One up point... at least the reception staff are now polite!
- Also Known As:
- Sol Andalusi Health And Spa Resort
- Sol Andalusi Health Hotel Malaga
- Sol Andalusi Health & Spa Resort Malaga, Spain - Costa Del Sol