First Impressions on Arrival – Excellent customer service by the Receptionist ( we arrived 30mins before lunch was due to end and she suggested we leave our luggage in the luggage room and go have some lunch prior to checking in so as not to miss a meal ). Slight confusion and room mix ups upon checking in after lunch, but this was quickly resolved. Food at Lunch and Dinner was lovely – lots of choice to satisfy even the fussiest of people, and a great mixture of hot and cold food and plenty of drinks options.
Entertainment that evening was Karaoke – and safe to say that our group ( 19 ladies, range of ages celebrating a Friend’s hen Do ) certainly added to the hotel’s entertainment – our group sang several songs, along with interacting with the other guests by singing, dancing and even including a young girl who danced with us – all in all a lovely evening, with a lot of guests complimenting us on our chat, banter and general ‘aura’ – we certainly were not loud, drunk ‘ladettes’ .. Upon the evening drawing to a close, we were unceremoniously requested to finish our drinks OUTSIDE the hotel – I found this rather odd, considering we were guests in a hotel, and there was no ‘residents area’ to finish our drinks or evening – I work in the hotel industry myself, so was rather baffled by this as we allow our residents exclusive use of the bar area once we close to the public, along with offering them the use of the lounge and reception for their comfort and pleasure.
Being an all-inclusive hotel, and a large party, several of our party were designated ‘get the drinks in’ to save us all queuing at the bar – so we were getting approx 3 or 4 drinks at a time to carry back to the group – and this did not appear to be a problem for our 1st two evenings at the hotel, however, following on from the 1st evening, we were served drinks up until 11.55pm on the second evening and then, rather rudely, we were requested to leave the hotel at 12 midnight – upon this request, we complied and lifted our drinks and again headed OUTSIDE the hotel to finish our drinks on the steps/street outside the hotel
Things soured on the 3rd day, when attempting to get refreshments, we encountered despicable treatment. In front of the other guests, we had the barman ( who’s name I cannot recall at present ) waving his finger in our faces telling us ‘ ONLY ONE DRINK, NO MORE, YOU FINISH ONE DRINK, THEN COME BACK FOR ANOTHER – ONE DRINK AT A TIME’ – other guests were being served multiple drinks, while we were clearly being discriminated against. The older guests we had befriended on the previous two evenings were gobsmacked at our treatment and couldn’t understand what the problem was. We requested to speak with the manager and this was refused – due to sheer embarrassment, we left the hotel and sought a new place to provide our business with
It only gets worse on the 4th day – after going out for a walk, myself and the 2 girls I was sharing a room with, returned to our hotel room, to discover the door unlocked and beds overturned – first impressions, we had been burgled. Approx 20 minutes later, a knock on our door revealed a maintenance man with ZERO English and ZERO manners, who barged into the room ( I was wearing only a towel) and he proceeded to pull one of the beds out of the room, knocking me against the wall in the process – it appears one of the beds was damaged, which I presume was discovered by the hotel chambermaids, but at no point were we informed anyone would be entering our room to carry out any repairs, so the shock at the state of our room being turned upside down left yet another bleak mark against the hotel’s treatment of us.
On our 4th and final evening, we suffered the humiliation of being asked our ROOM NUMBERS in order to be served drinks – again, no other guests at the hotel were being asked this information and we also found our group being refused WATER!!
To say I was happy to be leaving this hotel was an understatement. A lot of time and money went into preparing our trip to Torremolinos and the Riu Costa Lago, and while we were made aware of another large group of Girls having problems with the way they behaved/were treated, we did not deserve to be branded the same as them. We were a group of professional ladies ( Nurses, Civil Servants, Sales Professional, Travel Journalist) we behaved with nothing but respect for other guests and the hotel staff, and we were not afforded the same courtesy in return.
The food was lovely on all occasions of eating, so cannot fault that, however the treatment received by approx 4 or 5 members of staff was far more memorable than the good customer service we received from 1 or 2 of the staff. The rooms were distinctly average, with noise levels being unacceptable when you can hear the room above you and their bowel movements – not pleasant at all.
I would not be able to bring myself to recommend this hotel, due to the fact I work in the hotel industry myself, and if I treated the guests at my place of employment the way I was treated, I would find myself out of a job and quite frankly I would be disappointed in myself – unfortunately the few good points about this hotel is not enough to save it in my opinion
If travelling as a Group - request rooms together to avoid being seperated from your friends/family
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.