Arrived 12th December for 7 nights so far I've found that check in staff on reception need some retraining (male member of staff in particular) in both check-in service & hotel procedures.
Weren't offered glass of cava, were not told about wifi service available, not informed about how the all inclusive service works we felt like the team member could have made us feel more welcome at the hotel. Having stayed at many all inclusive before there is no animation team here only 1 person solely entertaining at nights. All drinks and lunch meals have to be signed for showing a charge to the room which was not explained at check in time nor at meal times, at lunchtimes orders are taken from a menu and not buffet service.
Arriving at 4pm there was nothing to eat there are no snacks provided this basic all inclusive package consists of breakfast, lunch and evening meal, no snacks in-between or service provided for after evening meals. Upon arrival meal times are subject to a choice of 2 sittings that cannot be changed and are an early or late sitting therefore if your on excursions during the day or early sitting you have to ensure you are in the hotel in time for meals, as none are provided after the evening meals.
The hotel suffers from a lack of sunlight due to the design of the hotel sun loungers are limited and often by 10am there is none left. The majority of the neptuno hotel team need to be trained in customer service & given extra training on speaking English. Staff seem to be more friendly and bias towards German and Dutch tourists. Especially as some struggle to understand basic English concerning basic ordering or requests. During our stay I Have been told there is branded drinks, I drink vodka and was told on the 2nd day of the holiday branded vodka would arrive the next day I'm on my 5th day and was told by the barman he doesn't know where it is. A complete lack of customer care and lack of choice of sprints in this instance. I also feel that half board guests and b&b guests get treated better than all inclusive guests.
The rooms overall are a good size and a bit dated. The mini bar in the room isn't part of the all-inclusive package which includes water at 2 euros that we opened thinking this was complimentary. Also the house keeping service failed to knock our hotel door to provide a iron and iron board which was very distressing as my partner as they were lying naked on the bed. No knock on the door and just barged in.
Overall paying for all inclusive for this hotel is a tad misleading if you have paid in previous all inclusive in other hotels and other countries. The location is great and some of the staff seem friendly but again improvements can be made on customer service & using English language.
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- Also Known As:
- Neptuno Hotel Maspalomas
- Hotel Neptuno Gran Canaria Playa Del Ingles