“We had issues but the team recovered and we are fans of the property!!!”

We booked a 4 night stay here through Expedia / hotels.com. The information on the website said the room accommodates 4 people so we booked for 4 of us (2 adults and 2 children). All told, this review has two parts, the issues we experienced and what the hotel did about them. Both are important and… Více

We booked a 4 night stay here through Expedia / hotels.com. The information on the website said the room accommodates 4 people so we booked for 4 of us (2 adults and 2 children). All told, this review has two parts, the issues we experienced and what the hotel did about them. Both are important and I’d argue the later may be even more important. Upon arrival, everything was lovely. The staff greeted us with a warm welcome (including a welcome drink) and the property was beautiful. But during check in, we were told we would have to pay 35€ extra per night for an extra guest. Strange, since we even showed the staff the email confirmation from the third party showing 4 people. We were then taken to our room which was near the main restaurant / bar area (in the section of the numbers 7,8,9 cluster of rooms). The floors were creaky but we didn’t think anything of it. We quickly changed and got ready to go hang out in the beautiful pool area. The pool area is truly beautiful. Amazing views, large pool, plenty of area to lounge, and a bar. We spent the afternoon here and it was truly lovely. Our kids had a blast. Upon returning to our room, we had no hot water. Our kids were showering and dripping wet when we discovered this fact. We informed the staff and the manager (a bearded younger man) told us he would come check it out. He came in (our kids still screaming bloody murder and wet!) and sure enough it was not fixed. He advised it would work in 30 minutes and told us we could shower in the spa. I take the kids there (no real privacy as people are walking around and there’s no real place to leave towels or clothes other than the gym). I also showered there and my partner opted to wait. We then left to get dinner (we’re gone a couple of hours). Upon return I ask he gentlemen if water is hot now and he says yes. So my partner hops in the shower and…..NO HOT WATER!!! 3 hours after the issue is identified. I’m livid and I go and tell the same manager lead that this is ridiculous and I ask for a manager - he disagrees and said it happens when multiple people shower at the same time. He tells me he’s the highest ranking person and there is no one else to ask for help. Anyways, I ask him what he can do to make it right and he says he can comp our breakfast for the family for the entire stay and that he will speak with the owner about an additional discount. I thought that was nice enough so I go back to the room and we all go to bed. My partner did not want to trek across the property in the dark to shower or pack up all our things and change rooms at night. Now I’d normally say this experience was the worst and that would be a bad review. But being in the service industry, I know things go wrong and I actually thing hoteliers can show their true colors AFTER a mistake. In this case, even though I wasn’t happy with the gentleman’s approach but the next day the message clearly made it to leadership because we were treated very well. At breakfast, a woman even approached us and said another room was ready for us and we would not be charged any extra person fees. I even saw the gentlemen with the beard later in the day and he was super nice and pleasant and asked if we were happy. A WIN. I think in this case that the hotel made up for their mistake with help, spectacular treatment, and monetary compensation with breakfast. The property is super nice and food is good as well. We had dinner there one night and breakfast every day. Overall, a great stay in a great location with access to many cool calas/ beaches. Kudos to the whole team for recovering from an issue and treating us like royalty the whole stay!

Méně

“Very nice hotel and location, not that good food.”

Very nice and cozy. Two hotel buildings. If you come with family i would recommend the lower one that also have a pool. The hotel offers bicycles for their guest. 2 nice pools. The mail pool is very nice. The food and service make the overall experience less good. I would give the food a weak 3 and… Více

Very nice and cozy. Two hotel buildings. If you come with family i would recommend the lower one that also have a pool. The hotel offers bicycles for their guest. 2 nice pools. The mail pool is very nice. The food and service make the overall experience less good. I would give the food a weak 3 and the hotell and location a srong 4.

Méně