Stayed for 3 nights. There was 8 girls on a weekend away and we were staying on an All Inclusive basis. We noticed very early on that we were amongst a few english guest staying in the hotel, the rest of the guests we assumed were locals. We didn't have any issues and everything was going really well, we were having a fantastic time, up until the point when we looked at getting served at the bar. The bar man would only serve the spanish guests and when we asked to be served, we were given disgusted looks and given the silent treatment. Our second issue arrived on checkout day, when we were told that we hadn't paid for late checkout, when we had. We were told that we had full usage of the hotel and its amenities, as long as we had our wristbands on. We kept the wristbands on and 4 of us went down to get some food in preparation for our flight later in the day. We were told by another extremely rude member of the restaurant that were not allowed food or drinks as our checkout had ran out. We approached the reception to ask why we had been told different infomation. The reception were then adamant that we had NOT paid for late checkout, we when had. One of our party then spoke with the hotel manager who agreed we could use the hotel amenities BUT then said if we did we would be charged. Again, we stated that we had paid and produced proof. The manager then said we could use the facilities. Very annoyed and flustered, we ate and tried to relax in the hotel lobby area. The third and final insult came when one the party, who had not eaten tried to get some food and a drink from the restaurant. She went up and queued for 10 mins to wait to be served, only to be told to go away. Upon asking the reason why, she was told she hadn't paid. She then told the member of staff that it had been sorted at reception and to ask his manager. He then continued to serve the spanish guests. She asked him again to speak with his manager to clear it. He then came from round the bar/food area and grabbed her by the arm and told her to go away. Extremely upset by this, we spoke with the manager and wanted to raise a complaint regarding this behaviour and were told 'good luck, it's a big hotel chain'. Very intimidating staff and place to stay. Will not stay here again and will tell all friends and family to avoid this hotel chain.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 13, 2013
Dear guest,
My name is Jose Fermín Gomez and I am the General Manager of Sol Príncipe hotel.
First of all I would like to thank you for having chosen our hotel for your holidays.
I would ask you to please accept our apologies If you dind´t enjoy your holidays in our hotel, I regret that we did not know during your stay any objections to immediately solved
Regarding your comments about the bar service, I would like to point that you paid the supplement to keep the room the day of departure but it does not include the drinks and food.
Best Regards, Jose Fermín Gómez. General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.