Impecable hotel, really good service specially at the restaurant by Sofia, she is a super nice girl, very good service from her!

I would like to start by saying I never write review like this however I feel this is deemed necessary. To start out holiday we arrived at this hotel after a very long travel day, we were not able to check in until 15.00 which we completely understand however when we approached reception at 15.00 we were told check in was from 15.00 after sitting in lobby for four hours. I explained it states clearly check in is AT 15.00 NOT FROM 15.00. Reception were in no rush to help you have very bored looks on their faces and are very rude. Once checked into our room we had discovered mould on our ceilings , pictures are attached below. The room was spacious and beds were comfortable. However each time we had a shower this flooded the entire bathroom and hallway causing us to slip multiple times. Cleaners did not clean the room everyday and when they did they wouldn’t give us any clean towels despite asking on three different occasions. Each time we left our hotel and returned we got asked by security “ are you guests at this hotel”. This came across very abrupt and rude. It seemed they were only asking us as we are a young group of girls as if we were not worthy of being here. The second you step out by the pool and lobby there was wasps and flies buzzing around all day ( pictures attached below). Due to the mould In our room and dripping AC ,all four guests have left with an extremely chesty cough and are very unwell. When I asked reception if they had any medication as simple as paracetamol we were told very rudely that they couldn’t provide anything and closes place to get anything was 10 minute taxi drive away. The entertainment was good especially the rep called “Antomie” he was brilliant and very warm and welcoming. When we were leaving we asked if we could use the communal showers before leaving and reception confirmed we could. When we asked for towels we waited 20 minutes and were not given them until we asked again. It seems there is absolutely no sense of urgency or care for any guest and the hotel is dated and not as presented in pictures .

The Restaurant is Really good and the Personal is very good we loved Bernabe he ist so frindly und kind