Sorry but this hotel is no longer a 4 star rating. As stated this was my 5 th visit and possibly the last. The 4 star rating finishes after the reception area. The rooms are now very dated with doors and drawer fronts hanging off. No opening windows in the room. Unless you have the modernised bathrooms, they will seem old fashioned. Fridge in the room does not really work well at all. The hotel is generally kept clean but during our stay the dust did build on some surfaces within the room. We stayed for a while and during this we had several neighbours. Spanish shouting down to the Pool (7th floor) Swedes who enjoyed the balcony from7am to midnight. And 3 adult men in one room that were there ' to drink theirselves sober'. Next experience is the Caterpllar customers, I have visited this hotel as part of this company and I would like to apologise as I now see how this disrupts other guests. For example. Arrived at our floor approx midnight to find two ladies frightened as there was a man collapsed on the floor. They had called security but no response. This man was drunk and was not able to stand. I had to go down 7 floors to find the security guard who was as much use as! When I got him upstairs he just opened the room door and shoved him in. I assume it was his room and there was nobody inside plus once again I assume he survived the night? Nice and caring attitude shown by the guard. So don't be fooled into thinking you are safe in their hands.
Food was good and at the usual Spanish temprature BUT be aware meat on the griddle is put on there still frozen so double check that your meat is cooked as we had chicken that was still frozen inside and very pink. Oh the restaurant! Do not think for one moment you can sit where you want. Rafiel the restaurant manager showed us to a table bang in the middle of the restaurant and we dared to choose another table with the consequence of him shouting at us to go back to the original table. Who's the paying guest here?. The restaurant is like a motorways services cafe, busy, loud, impersonal, and basically unless you push and shove like the rest of our European neighbours you will get nowhere especially now the Russians are using this hotel.
The bar staff are very good but so understaffed. Wine is overpriced and not good quality, spirits are the same price as local bars. Entertainment staff put a lot of effort into their jobs as it must be difficult to entertain stiffs. But the bloke with his organ and the off key woman singer appear too many times.... Guantanamera. Oh boy I know the words to this song!! The pool area is very good the gardens are very well kept.
As I have said this was my 5 th visit I now think its time to move on and stay at a 4 star hotel.
I appreciate other peoples comments but please look further than the holiday blurr of this hotel. Like Marks and Spencer, they were at the top of their league and then sat on their laurels and show no signs of improvement .
Ask for a revamped bathroom
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear justturned 25,
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I am sorry that you didn't enjoy this visit as much as previous ones. I apologise if your stay was affected by other gusts in the hotel. It is true that we had a particularly badly-behaved group of scandinavian corporate employees. We are very aware of the disturbance that they caused and I sincerely apologise.
As regards the treatment of these guests when drunk, please understand that the security is in place to keep guests safe (in many hotels this service is not available), but they are not nurses or doctors. It would not be practical to stay with a drunk guest during the night. Unfortunately on more than one night during the stay of this group there were various drunk guests returning to the hotel which meant that the security guard was unable to treat each of them simultaneously. This could be why in the instance that you relate, he may have delayed in arriving. I say this because in general the security is very quick to respond to any incidents.
I am concerned that you say that some of the meat done on the grill was frozen. We do of course use frozen produce, but it is meant to be removed for the freezer on the morning that it is to be served and passed into the fridge prior to preparation. I will investigate any possible failure in the protocol. I appreciate you mentioning it.
I apologise if the assistant restaurant manager was abrupt with you. When the restaurant is busy we seat all the guests to ensure that no-one sits at a table that is already occupied. Some guests prefer different parts of the restaurant and if a guest prefers to be seated elsewhere then, assuming that there is an unoccupied table, we are happy to accommodate. What we do try to avoid at busier times is guests reseating themselves at occupied tables. I have spoken with Rafael who remembers the incident and I trust that he will display more tact on a future occasion. Again, please accept our apologies if you were made to feel uncomfortable.
Please be aware that we are doing anything but sitting on our laurels. Every year we invest in updating both the infrastructure and services of the Sol Don Hotels. However we are very careful not to make the product unrecognisable as we have many repeat customers who love the product and do not want to see radical change.
Thank you for your comments. I hope that you will think of returning and making a sixth visit. I fear that the problems with the corporate guests have coloured your opinion of the hotel and I hope that we can make it up to you in future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.