Overall: very disappointing. The hotel looks amazing and the spacious 2-storey height foyer does give the wow factor. The wing of the foyer contains a Spanish restaurant, the tapas food was great. The outdoor area has 3 pools (one children’s and two others) and big and are well designed. The poolside lounge beds are so comfortable with thick cushion mattress and the staff are very helpful with getting umbrellas/tables. Having pool towels available was also very welcome. The concierge Adel was also excellent and very friendly and helpful.
With that ends the good of my experience. Service is pretty , pretty poor. If you had booked a lower star-rated hotel, you might take this with a grain of salt but a supposed 5 star, this really isn’t acceptable. Our room always seemed to have something left undone each day. Nothing major but coming back to a serviced room and not having any towels at all etc. is just bad. Other little things such as not having bottles of water replaced; or the tea/coffee facilities restocked or coming back to a fully wet bathroom floor etc. meant that the little things that shouldn’t happen kept clocking up. The area around the sink was rarely cleaned and there were some cobwebs falling from the inside ledge over the bath. We did also have one visit from a cockroach! These are basic things and aren’t hard to keep on top of so if a hotel is going to advertise itself as 5 star and charge accordingly, then this is really, really poor.
As per hotel directions as left in the room, we did ring housekeeping or reception (depending on issue i.e. you must ring reception re tea-making facilities). The first time we rang down, we gave our name and room number and were told that there wasn’t anyone in that room! We did double check this as in fairness, you might get a digit wrong but no we again called out the rrom number as it was on the bedroom door and were told it was vacant, there was no-one in that room. Now, while this is a little funny, I guess if I had been on the other end of the phone I would have asked the customer what the problem was – they were so caught up with the empty room issue that they never tried to see what we were ringing about. We gave up that evening! Next time we rang reception for tea-bags and were told to ring house-keeping. The following day when we returned and found we had no room towels, we rang house-keeping and were told to ring reception! It was a bit comical but certainly a merry-go round was not what we were paying for!!
Breakfast is the lower ground floor Mosaic restaurant ended up being almost a chore and not something to be enjoyed. The first day we were down at 9.20am (restaurant is open until 10.30am so not too late). Half the tables were vacant but either not cleaned away at all, or empty without even table mats etc. We sat down and my partner proceeded to get some juices etc. In the mean time I tried in vain to catch the eye of one of the waiters. Very much so in vain!! Eventually I managed to catch him and he came down with two table mats and 2 knives and forks. But that was it….i.e. no cups, no tea spoons, no little jug of milk, no napkins. Everyone else was experiencing similar problems. The waiters are busy don’t get me wrong, but due to the system used, it meant chaos really i.e. every person had to ask for teaspoons and they would come down with one at a time even if it was clear there was a second person at the table. So that meant going forward and back with individual spoons! Food selection itself is alright – nothing to get over excited about – limited choice of fresh fruit; juices could be just orange juice or there maybe orange with another option e.g. apple. There was a counter with freshly squeezed orange juice in jugs set on ice which was nice. The pancake counter was heaven!! Freshly made and so nice. This is the highlight of the restaurant.
We were not all inclusive so we didn’t eat in the hotel save for one night. We decided to stay in one night and try the Tapas Bar. It was approx. half full with the 3 booths and the tables around the windows taken. Every other table (approx.. 7 or 8, was laid but free. We were down at 8.30pm and went up the head waiter (seemed to be the manager of the restaurant also) and asked for a table for two. He asked if we had a reservation and we said no. He said that a 24 hour reservation was required. Then he looked at his watch and said he might have something in 15 minutes or so. Unless his watch has a built in reservation record, this was not going to inform him if all other tables had been reserved, but how and ever. This despite standing in the centre where there were free tables to our left and right. So we took 10 steps to the left and sat up at the bar which runs down the side and had to order two drinks while we sat and waited….and waited….for the single additional male customer who came in around 10 minutes after us, got his menu and was served! So, doing the basic maths, there were still 6/7 free tables. We were called over after a wait of 25 minutes to, yes, one of the tables that had been free all evening. I have no difficulty in making reservations if it is specified and known that there is such a requirement. The hotel literature in our room does go through the various bars and restaurants of the hotel but at no stage mentioned the requirement of a 24 hour reservation. We had also enquired at reception regarding what hotel restaurants were open and reservations were never mentioned to us. That said, the food was lovely and I do recommend it. We were not all inclusive and with the absence of the wristband highlighting this, I do wonder was it a deliberate slight that we were made wait in a pretence to demonstrate the restaurant’s supposed prestige? Who knows but this restaurant manager/head waiter himself but all I can say is that I felt slighted and belittled by this and would have gone out if my partner hadn’t wanted to stay.
I also wish that one of the pools was designated for adults only. There is a kiddies pool but it is set off to the side and wasn’t overly availed of. Thus the main pools were frequented by parents with very young children – many just a few months old. Many of the wobblers & toddlers were not decked out in swimming nappies so, as nature has it you can just image that they were unable to avoid the inevitable. More than once the poor pool staff had to get the net out to fish “accidents” out. It was not pleasant and meant avoiding pools for me.
Would I go back myself: no and unfortunately I wouldn’t be recommending it either. A fancy foyer and pool area is all very well and good but the reason for paying for a hotel service is simply because of the service….otherwise you may as well go self-catering. That is the difference between the two. The service is poor and issues are not addressed properly. If there had been something out of the ordinary to handle, fair enough but not putting towels in a room; not relishing teabags; leaving the bathroom floor entirely wet? These are not the hard things to get right. So, yes, I was very, very disappointed overall.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.