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Reviewed January 1, 2019 via mobile

Me and my family spent a week in this hotel for new year. The hotel itself is very clean and tidy and rooms are lovely and spacious too! However food is not to the standard we had hoped for. All hot food was cold and looked like had been sitting around for a while.Staff are ok but not the friendliest. When asking for drinks around the pool bar the service was very slow and the man who did eventually served us was very rude. Entertainment was poor also! When trying to get a hot drink there never seemed to be any milk or cups to make one. Overall i dont think we will be returning. This didnt feel like a 4 star hotel:(

Date of stay: January 2019
Trip type: Traveled with family
1  Thank 1990sjm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OccidentalJM, Guest Relations Manager at Occidental Jandia Mar, responded to this reviewResponded January 3, 2019

Dear 1990sjm,

We greatly appreciate the time you spent to review your recent experience in our hotel, at Occidental we always strive to exceed guests' expectations and your comments will help our teams reaching that goal.

We first would like to extend our sincere apologies for the imperfections of service you describe in your review and although your comments do not seem to match the usual feedback we receive both onsite and online, we will make sure to discuss your review internally so as to avoid giving this kind of impressions from our dedicated employees.

All trays of our buffets are being constantly checked by our kitchen staff to ensure that the temperature of the food is adequate and that all options are being replenished throughout all services, nevertheless please rest assured that your comments will be shared with the team so as to avoid receiving this kind of feedback in the future.

Last but not least, thorough cleaning being an absolute must for Barceló we thank you for highlighting the cleanliness of our hotel; we strive to give total confidence in this area, being fully aware that this is basic for a comfortable holiday expérience in any hotel.

We appreciate the time you took to share your concerns, and it is our hope that you will give us the opportunity to better serve you in the future.

Kind regards,
Guest Experience.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 1, 2019

…….. and whilst we had a relaxing, sunny, Christmas holiday felt that there was something missing from previous visits. Much less festive than the previous two Christmas's, less engagement from the animation team particularly during the daytime programme, Christmas day seemed like just another day whereas previously it felt special. Some areas are feeling very tired and in need of TLC.However, I do feel an affection for this place and will probably give it one more visit to see if the love returns.Not sure why they charge full adult price for 13 year old children!!

Date of stay: December 2018
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
1  Thank STENAGH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OccidentalJM, Guest Relations Manager at Occidental Jandia Mar, responded to this reviewResponded January 7, 2019

Dear STENAGH,

We greatly appreciate the time you spent to review your recent experience in our hotel, at Occidental Jandía Mar we always strive to exceed guests' expectations and your comments will help our teams reaching that goal.

We sincerely regret reading your disappointment with our entertainment program mostly because our team strives to provide our guests with a varied assortment of activities throughout the day and live shows in the evening, nevertheless we will make sure to discuss your comments with the head of enteratiment for information and improvement.

Thank you again for choosing our hotel on this occasion and for the courtesy of your time, even though we understand that this was not the best fit for your travel party, therefore we strongly encourage you for a future occasion to contact our call center from where our agents will be able to give you all the relevant information to make sure that you book the Barceló hotel Group that can make all your holiday wishes come true.

Best regards,
Guest Experience Team


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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 1, 2019 via mobile

Having spent our first Christmas away as a family we couldn't have chosen a better Hotel to create the magic we experienced x
I really can't understand the negative reviews!
We arrived to be greated by really friendly and helpful reception staff and proceeded to find two lovely rooms to accomodate the family, positioned very practically for us with no stairs as we had a buggy.
The hotel is very clean and tidy and staff are constantly keeping on top of it.
The pools were great for us with shallow areas for little ones.
Food was wonderful, with pkenty of selection for everyone and Christmas Day was particularly good, with an amazing spread.
The entertainment team were fantastic and worked hard all day everyday and really were a highlight to our holiday...particularly Lauren, Adrian and Katy xx
Well done for all your excellent team work...I have worked in catering and entertainment for over 20 years and would highly recommend this resort.

Michelle

Date of stay: December 2018
Trip type: Traveled with family
2  Thank Michelle T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OccidentalJM, Guest Relations Manager at Occidental Jandia Mar, responded to this reviewResponded January 7, 2019

Dear Michelle T,

Thank you very much for sharing this great review of your recent stay at Occidental Jandía Mar. We are thrilled that you have enjoyed your stay and certainly agree that our dedicated staff plays a key role to our guests' overall experience. The entire team works very hard to ensure that we deliver a high standard of service and a warm, memorable experience. 

Again we thank you for this wonderful review, it has been a pleasure for us to read and we look forward to serving you again soon.

Best regards,
Guest Experience Team


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Reviewed December 31, 2018 via mobile

When we arrived it was dark already and light are turn off so it's difficult to find room when you have all your bags and don't know where to go. Room old decor with dirt around bath and sink, tiny room which we share with our daughter. The wors was noise. We could hear every single sound from neighbours. When I answered phone call at 6 p.m neighbours been banging to us. I heard when neighbours yawn, trump and when they swich on TV we felt like it was in our room. The same in the morning, loude noise when someone open courtains. Food one day good the other bad. If you want to eat breakfast just before 10 a.m there is nothing left. Ques to food. Most of the days we strugle to find clean table. Christmas diner really nice and finally with delicious desserts. Not enought sun beds, smokers everywere, even in snack bar and the kids swiming pool :/ Our daughtet loved kids club and mini diaco but break between mini disco and main entertiment far to long. Definitely not a 4 star hotel.

Date of stay: December 2018
Trip type: Traveled with family
Thank Aneta K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OccidentalJM, Guest Relations Manager at Occidental Jandia Mar, responded to this reviewResponded January 3, 2019

Dear Aneta K,

Thank you for the time you took out of your day to share your comments regarding your recent stay in our Occidental Jandía Mar hotel.

We are sincerely sorry to read your dissatisfaction with the cleaning of your room, at Barceló we strive to provide total confidence in this area being fully aware that hygiene and cleanliness are aspects of major importance for our guests to feel 100% comfortable in our hotels, for a future ocasion please do not hesitate to contact our réception desk to point out any service imperfection, the team will be swift in addressing the issue and correct any situation that is not in accordance with our established standards.

We want you to know that we do empathize with you regarding our smoking guests, however we would like to inform you that we must adhere to Spanish law which entitles guests to smoke anywhere outside on our hotels premises, apart from near children´s play areas which appears not to have been the case during your stay and we apologize for any inconvenience this caused you.

Thank you again for making us your choice hotel on this occasion, we look forward to serving you again in the near future.

Kind regards,
Guest Experience.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 31, 2018

When we came it was dark and we had to walk with our bags in the dark so if you don't know where to go it's difficoult to find the room. Room was old decor with dirt around the bath and sink. If you want to relax avoid hotel as you could hear every single noise from neighbours. When next door neighbours tured Tv you hear every sound, the same in the morning I heard when someone yawn or open courtains. Food was avridge some days nice some not and we are not fussy. If you want later breakfast there is nothing to eat. People queing to get food! Most of the days tables were dirty so we could not find place to sit or we had to clean someone plates! Chrismas diner was nice and finally with nice desserts. Mostt of the coffee maschines beeb faulty, poor quality in steropian cup. By the pool there were not enought sun beds. Our daughter loved kids club and mini disco but break between mini disco and main entertiment was to long. Definitely not 4 stars, really small room which we share with our daughter.

Date of stay: December 2018
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
Thank Traveler04493945514
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OccidentalJM, Guest Relations Manager at Occidental Jandia Mar, responded to this reviewResponded January 6, 2019

Dear Guest,

Thank you for the time you took out of your day to share your comments regarding your recent stay in our Occidental Jandia Mar hotel.

We are sincerely sorry to read your dissatisfaction with the cleaning of your room, at Occidental we strive to provide total confidence in this area being fully aware that hygiene and cleanliness are aspects of major importance for our guests to feel 100% comfortable in our hotels, for a future ocasion please do not hesitate to contact our réception desk to point out any service imperfection, the team will be swift in addressing the issue and correct any situation that is not in accordance with our established standards.

We have also taken good note of your remarks on the dining expériences and sincerely lament reading that we fell short of your culinary expectations on this occasion, although I would like to take the opportunity to point out that our Executive Chefs follow a one week menu rotation including a wide array of both local and international delicacies to cater for all diet requirements and please the most demanding palates, this is why we are sorry to read that we were not able to conquer yours and will make sure to discuss your critics with our team.

Furthermore, we are really pleased to hear what a wonderful time your daughter had thanks to the dedication and care of our professional entertaining team at Occidental we believe that the real holiday feeling goes hand in hand with good fun and entertaining sport and leisure activities, it is therefore a great reward to hear that our little guests took some unforgettable memories of their stay among us.

Thank you again for making us your choice hotel on this occasion, we look forward to serving you again in the near future.

Kind regards,
Guest Experience.


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