On our arrival we were told by reception staff that we were being transfered to Sunrise hotel, to which we refused as we wanted to stay at Marbella because we were returning guests.
When we were shown to our room it become obvious that our room for 2 adults not 3 adults that we had paid for.
There was a double bed and a camper bed that had been squashed up agaist the baloncy doors which was obviosly not meant to be there as it didnt even fit there. The room was very small and you could clearly tell it was only for 2 adults because it was set up for 2 adults e.g 2 cups 2 chairs ect.Having realised the room was only meant for 2 adults we complainted that the room was not adequate for 3 adults and would like to change rooms.
This was met by a hostile attitue by the receptionist who insisted that if we wanted to change rooms we had to move to Sunrise as initially suggested.
We were getting no where with the receptionist so we asked to speak with our rep, the receptionist called her hsyterical and crying all because we would not move to Sunrise!
We waited 3 hrs for our rep to come to the hotel, when she arrived she spoke to the receptionist and the manager an we were then offered a change of room for an addidtional charge of £80 or a free upgrade to Sunrise.
We declined the offer and asked why we had to pay to change rooms at marbella but offered a free uograde at Sunrise? it was then agreed we stay in our room for 2 adults for 4 days and then would be moved to a room suitable for 3 adults!
After we thought all this was sorted and settled the staffs attitude towards us was rude, hostile and pure ignorant. No one would say good morning or hello, our meals tickets were snatched out of our hands. We were not offered drinks until we had nearly finished our meals althought the restaurant was practially empty.
As we were half board we had to pay for our lunch we decided for convience we would eat by the pool, 2 days in a row we found hair in our food to which we felt we need to complain again.
After complaining to the manager his attitude was if you want 5* eat next door or at another bar.my reponse was that not wanting hair in my food is not a 5 star requirement we were told to leave the hotel as well as starting to bring up that we had changed rooms and not paid and then continued to shout at us in turkish. To which we had to contact the rep again as we were worried that they were gonna throw us out. Also after this disagreement our laundry was returned to us which we found the white items had been turned a dirty grey colour.
2 reps arrived at the hotel to talk to us about this disagreement to which we were told we had done nothing wrong the hotel just didnt like us because we complainted about our room.
We were told by the rep that we were not to complaint to the hotel but to them, we told her about the laundry an she just shuggered her sholders and told us not to complain. ( By the way the laundry cost £18 for 12 pairs of knickers!!)
we felt completely victumised and bullied by the hotel staff an abandoned by our rep!
We told the reps that we were already tried to spend the least time we could in the restaurant and around the hotel because of the frosty atmosphere which was met with silence!
Although there were issues with reception/ management, Cleaners & bar/pool staff were fantastic and never seemed to stop working. Its just a shame there hard work is let down by the appalling attitude by other staff memebers!!
We feel that the treatment we recieved was purely because we changed rooms as we stayed here last year and didnt have any of these problems. We think if we were 30 years older we wouldnt have been an issue an we would have been treated with alot more respect! As some of the older guest had also changed rooms an never had these problems.
Ask for a sea view & insure its for the right amount of people.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.