This hotel has all the facilities required for a 5 star hotel but the hotel was half empty. We felt that there is a lack of interest to do what they can to attract and retain customers. It does not fulfil the demands that normally can be put on at a hotel in this high price range. It has potential but should listen more to it´s customer to succeed. 1) The location is a bit off, it is far to the center, the hotel was in more or less an industrial area. 2) The pool area was good but the surrounding area is otherwise boring. Beach is ok but far away. 3) The rooms were great, nice and clean. 3) The service in the reception and restaurant were highly variable, some staff were brilliant, others were uncomfortable and almost rude. We thank especially the nice girl with light brown hair at the front desk and the young guy who worked with the bags and in the restaurant, they were both very helpful and professional. We also got some good tips on restaurants when we arrived which we experienced positive. However, we did not experience the following incident positive: We had booked two rooms, and thus ordered the full board for four people. The full board included three meals, water and wine to the meal. We did not get the amount of water that we were entitled to because we had children. We could not replace the wine to anything else for our children who are under 18 years without paying for it. As we pointed out that this was poor service we received a very short shrift. We decided to talk to the manager at the front desk who insisted that they have good service. She said we should understand this because we were in a wine country. In addition, she pulled a stupid analogy that if you buy something in a store you will actually have to pay. We believe that a 5 star hotel, must have an alternative to the kids, otherwise you should not accommodate families with children. Moreover, one can not insult the guests, this is taboo in all service industri if you wants to maintain good reputation. We hope the hotells top management understands the nature of the problems that can occur when staff encountered so unprofessional. It is interesting to mention that after arguing with the reception our kids got Coca Cola as an option without having to pay
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Family ,
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thanking you for choosing us, we are very afraid to know that, despite your positive review about our hotel, the fact that you should pay for Coke has compromised your view.
As you also stated, either water and wine are included in the half board basis. Extra beverage are not included. Consequently, any other beverage should be charged.
Despite it was our right, we didn’t charge the extra Cokes, as you also said.
It' s our thought that this is a great principle for being attentive to our Guests.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.