The Sheraton Golf & Spa Resort is a very good quality Hotel located on the outskirts of Caleta, which is 15-20 mins walk away. There no facilities/bars/restaurants outside the hotel. The Complex is very large and sprawling with equally large pools and garden area. The general condition of the Hotel is quite good with a good standard of cleanliness throughout. Check in was fine with a helpful member of staff to complete our registration. Our Luggage was promptly delivered to our room without fuss. The lobby and reception area is pleasant without being fussy and the indoor plants and flowers are magnificent.
We checked into our Junior Suite at 9pm and the room was very spacious and tastefully decorated. The sleeping/living area was well furnished, the balcony although not huge was accessed through two sliding doors and it contained a table and chairs and two sun loungers. The bathroom was extremely well appointed, there was a separate walk in wardrobe/dressing area and a separate bathing area with a double sized jacuzzi. Overall standard was very impressive.
In the early morning (5.30am) I was awoken by noise from the floor above. Apparently a family had checked in with one or two children? They were very heavy footed on the tiled floor which resulted in a deep banging as they ran about the room. They were also pulling furniture along the floor which resulted in deafening screech. This went on for an hour so I went onto the balcony where it was more quiet while my wife and 5.5 month old daughter tried to get some rest. After breakfast I approached reception and explained (I did not complain) about the noise, the gentleman at reception said he would have a word for me which was fine.
At this point I would like to mention that breakfast service was friendly and professional. There is a good choice of food both hot and cold to choose from. One thing I would like to have seen were Irish/British style sausages. Why can you never find a good sausage on holidays? :) Overall B'fast was very good though.
After lunch we went back to the room for a while and at 3pm - 4pm the noise from upstairs was getting worse. I went to reception again to get an update and the staff informed me that they spoke to the family and rather then cause an incident (whereby they might call to my room??) He would move us to the top floor directly two floors above our room, thus ensuring we would get the same room type. We reluctantly packed and and headed upstairs, when we arrived the new room was much smaller (although decorated similar to a junior suite) it was not the same room, the room was clearly much smaller, had less furniture and considering how much we paid I considered this unfair treatment. I had to go back down to reception again and explain that the new room was not the same as the old room, I was informed "I should never have been offered a smaller replacement room"? At this stage it was so much hassle packing and moving with a baby and all our belongings, I was frustrated to say the least.
When the Manager arrived (Francisco) he stated he had no other similar rooms available. He was trying to be helpful in what was clearly a difficult situation, in my opinion this entire situation could have been avoided if the Hotel insisted that the guests above keep their kids quiet. I fully expect travelling families with kids to make some noise, I was also travelling with a young baby, but the noise I experienced was above and beyond normal! I personally think the quests above should have been asked to move, why did I have to pack and walk around the hotel for 2 hours?? Francisco also offered a pass into the Spa for the inconvenience, we were never given the pass?
In the end we were offered room 116, a ground floor junior suite. Beautiful room with a large terrace. although we now had no view at all it was at least the same room, so we unpacked for the third time and it this stage I was really tired from carrying all the luggage from opposite ends of the hotel. We ended up in a bad mood over the whole experience so went to bed early, we lost an evening/night over this.
One benefit to room 116 was that the terrace received the sun in the late afternoon, the previous two rooms located on the right hand side of the hotel were completely in shadow all day. It would be disappointing to pay for an upgraded room and have no sunshine there all day. Unfortunately there was a drawback to room 116. There is a service entrance close to the terrace and the staff are bringing supplies to the bar and restaurant and the towel changes all day. The supplies are brought on metal trolleys which squeak and rattle loudly as they pass over the small bridge. This goes on all day long so there was no peace and quiet at all, the noise woke the baby many times, It was really loud. At this stage I could not change to a fourth room, we just put up with it. I am sure the hotel knows how close this room is to the service entrance, it is shocking that staff bringing goods in and out on shopping trolleys all day!
We ate in the WokZen Asian style restaurant once. The food prices are cheap and the wine list was good value. The portion sizes are small and the quality is only average. The sushi starter was disappointing, the rice was very sticky and tasted of rice vinegar, the balance was wrong in my opinion. The mains were small and cold. Service was fine during dinner but it took so long to sign for the meal, couples were approaching the kitchen door to get some staff to produce a bill. There are no cash transactions here. All meals are signed to the room. Without any cash/tips the staff are lacking motivation?
The pool and bar areas are really nice here with plenty of sun beds and plenty of room. I did notice some dogs allowed in the pool area? These were small pet dogs on leads but I have never encountered this before. This is not a hygienic practice and most unusual in a 5* hotel? The dogs were also barking and trying to get at the pigeons.
TV in the room is predominantly aimed at German speaking nations, there are some French and plenty of Spanish TV channels. Why are there not a variety of English channels??? We had BBC world news, CNN, and a documentary channel and a French and a Russian news channel in English. There are no movie/music/regular English speaking channels available, I cant believe in this day and age they cannot arrange for some English language TV?? after a week of news headlines I was slowly going mad.
The Hotel is a fine facility overall, I think my issues were exceptional bad luck, but we were not treated properly when we had a complaint and we were sent all over the hotel to find a suitable room which is not acceptable. I cannot say I received value for money.
The hotel is in three parts, the middle part and the left wing are positioned in the sun, the rooms...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.