Well, 1st disappointment this year's travel.
We came back to this Hotel after enjoying our stay in the old colonial style of the place before the re. ferb. and having good service. A lot has changed so I'll list the pros. & cons. To keep it short and informative. We took a room with a terrace and view down into Valley.
Position, views, amenities; pool & surrounds are lovely, garden is relaxing. Spa & gym, although small are fine. Room was fine; although, read cons. below bed was great and comfortable. Terrace and view just excellent. As a point of note, there was no actual bathroom/showroom and the loo had a part-frosted glass door so for some I could see this as being disconcerting (see pics for all comments). Parking on-site but expensive when you can get it for €9 in town.
Staff - not all staff (other than such as Pablo, Raúl, the young man in the cafeteria and the Spa lady, very nice) had learned how to smile! See my comments below regarding the specifics re,. staff.
Booking in - we had booked direct to get the privileges of a free drink, water and early/late booking in/out. We had it all lined up on-line to book and rang to confirm room and the lady offered to take the booking over the phone. She confirmed we would still have all the benefits of booking direct. When we arrived, nothing re. Our booking arranged; took an age and 3 people to book us in and when l mentioned the free-bees, was told bluntly we'd have to wait for those. upshot of this is we only got these late on the 2nd day after us reminding reception twice and having to get our room key cards re-done as we had only been booked in for 1 night after all that, not the 3 we had booked originally.
Staff - The staff; other than the exceptions referred to above, are definitely sub-standard. The big guy serving in the Cafeteria was unwelcoming and frankly rude. After passing us 4 times and about 10 to 15 mins. of us being there he finally acknowledged us with a surly half nod of the head (no smile, no apology for not serving us earlier, just a curt nod of the head. Again, after a further wait he finally came over to our table, again, no smile, no apology for it taking him 20 mins to even speak to us, and, on top of that, when I asked him what ice cream flavours he had said; "I don't know!" "They come from the kitchen". He walked away muttering and at this stage, I'd lost patience. So got up and walked away. Since we couldn't get into our room (the key saga) we had to go to reception and whilst there, I reported the situation to reception where I was informed it was a known problem. Oh, by the way, the day before, there wasn't anyone at the Cafeteria for 15 mins at all! So, moral of the story is, the Hotel missed out on us spending money in the place on 2 occasions.
Since management frequently read reviews on here, can l just say a smile and courtesy to people who are essentially paying staff wages goes a long way! Management can't be there 24/7 so training staff in the basics is essential and being a staff trainer of some national and international Businesses, I can see that this is lacking here in this Hotel, or, some of your staff are totally disregarding your Hotel Policies on dealing with patrons.
Room - For us, actually very nice, although, when it's a double room with double bed for 2 people, why oh why a single chair and, unbelievable, only 1 x bedside table in a 4 **** Hotel. I just don't get it!
There is more that l could say here about finish of the re. ferb. work but the management and staff are not responsible for that but see the example pic. Door to terrace not locking, terrace light not working, toilet seat not fixed properly, etc. , just little niggles but it conveys lack off love and attention to making one's stay a memorable one for the right reasons.
Food - we didn't eat at the hotel so we've scored that as average.
Summary - we were really disappointed with the overall experience and in the light of our recent experiences and reviews of other establishments in Andalucia, sad to meet the negatives we encountered here. We live in Spain because we love ït here, and the Spanish people are great. Our experience at this Hotel on this occasion didn't reflect how lovely they are. So, the moral for the staff here is, smiles and be courteous; it doesn't cost you anything. When you take a booking direct, try and get it right and when you have incentives for booking direct, don't make us beg for them! Even though this Hotel has a perfect location, l don't think we'll be returning again. What a shame.
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