We have just come back from 1 week at the RH Victoria and have felt compelled to write my first review due to the absolute lack of any customer service, particularly in the dining room. I will try to structure this review into pros and cons.
Location - the hotel is situated in the new town but just on the border of the old town making it easily accessible to both. I loved that this area is more Spanish and less English bars etc.
Room Size - we asked for a twin room for my mum and I on a high floor and we got a family room on the 14th floor. The room had two separate rooms and a large bathroom. The balcony had a beautiful view. Having said that, the rooms are very dated.
Cleanliness - the hotel is well maintained and clean
Customer Service - non existent!!! There are no waitresses / help in the dining room - you basically go in and work out where everything is for yourself. There is no ola, adios, no conversation, however basic from any of the staff - whose sole purpose is to strip used tables and put fresh linen on and randomly put cutlery on. We worked out were to get our cutlery, food, tea, milk for tea (at opposite end of dining room unless you can take hot milk in your tea), juice etc without any help from the staff (none being offered). We asked initially for help from a member of staff to find cups as they had run out (which they did on a few occasions), the woman just ignored us and we had to go and find our own. On another occasion, I asked where the brown sauce was (I knew they had got some as I had had it the morning before). The member of staff went and got me the sauce from a cupboard without a single word leaving her mouth. At night, we had to stop a member of staff EVERY night and ask them to bring us water. I have NEVER stopped anywhere where the service was SO bad it was actually non existent. I did observe that the staff seemed to chat to the Spanish guests - I can only surmise that perhaps their lack of English prevented them from engaging with us at even a basic level.
Food - the food was mediocre at best - barely edible on some nights. Breakfast is the same every morning - no egg / omelette station, smoothies etc. You get a choice of boiled egg, runny scrambled eggs, pre fried eggs, hot dogs cut up as sausages, tinned mushrooms, beans and cut up bacon - usually burnt around the edges in addition to usual cold selection and pastries. Night time offered such delights as deep fried spam, chicken nuggets, sausages, onion rings, tinned peas etc. You can also help yourself to a tub of ice cream from the freezer, a yoghurt from the fridge or perhaps a slice of pineapple for dessert - they are on offer every night. If some things didn't go particularly well one night, they would reappear the next night also.
I have rated this hotel 2 star based on my experience, I feel that this is an absolutely fair rating. Given previous reviews, I can only presume that we went during a low occupancy period and therefore perhaps the hotel cut back on staff and quality of food. We paid £346 each on a late deal with easy jet for a week on half board, which we thought was good price. In my opinion, a discounted price is an opportunity for the hotel to entice new clients and showcase the quality of their product with the hope of a return visit at a normal rate. I categorically wouldn't return to this hotel if they paid me to go.
Overall, despite the service issues that we endured, we actually enjoyed our trip to Benidorm and would return to the area.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Good Morning Dene,
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Thank you for sharing your opinion of our Hotel RH Victoria.
I can tell you that we are to have a staff meeting today to discuss the issues you have raised in your review. Thank you for your feedback and we hope that you do return in the future and give us a chance to restore your faith in our hotel,
Ana Martinez – Manager
Hotel RH Victoria
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.