Tom Irwin
Great family holiday! The hotel was very accommodating, making everyone feel welcome and comfortable from the start. They couldn’t have been more accommodating with a young child—it’s clear the hotel is well-equipped for little ones. The kids’ pool is fantastic, and the larger pools are heated, so children can enjoy a dip there too. The rooms were excellent, and the housekeeping staff were nothing short of amazing. The restaurant’s food was fantastic, and it’s a nice touch that they offer a special menu for babies and children. As a bonus, if you’re on the all-inclusive plan, you can order from this menu to your room 24/7! Definitely a place to return to.
Katie Powers
Great hotel with 5* experience. I had all inclusive which in rare form was truly all inclusive (save top shelf alcohol, normal was included). The staff are amazing and make the experience a great one. I prefer the steakhouse of all restaurants but all were good.
Their online menu lets you filter menu but allergen which is amazing and so helpful. The buffet is clearly labelled as well.
I specifically love their pool set ups. Three pools across two levels. Multiple loungers and beds including those with covering. I have my preference of places and the staff remembered me day by day.
It was my second trip but I am certain I will be back again and again.
Manuel
SERVICE: Amazingly well trained and attentive staff, upon arrival Marcos, the receptionist on duty, received us with a smile and offered a drink to make the check in process easier. He made understanding of the multiple amenities and services, which are a lot, a simple task.
PARKING: Free of charge, an ample open space facing the sea is available for clients.
ROOMS: We got a suite with sea views, nothing to improve, from the amazing and relaxing views, the jacuzzi, its space, a welcome package that included a premium brand bottle of wine and some delicious cookies, all excellent. Immaculately cleaned. Nespresso coffee, multiple teas, indirect ambience lighting...you name it.
RESTAURANTS: We tried yesterday one of its multiple restaurants, the market. The food was amazing, the service incredible. The breakfast was also delicious, that, with the amazing sea views. Freshly made pancakes and good quality coffee with fresh fruit juices and fruits. The only thing I would improve would be the churros, but still good.
OTHER AMENITIES: There are multiple swimming pools, also one indoor, we haven't had the chance to enjoy them yet but their design, and distribution have been really well planned. There is a very complete fitness room as well.
ROOMS SERVICE: We have been in quite a few five stars and to date none has reached the level of training that these guys have, they are genuinely interested in the guests and make you feel welcome and important for them, well done.
Steve
We have just returned from our Honeymoon, the Hotel very much lives up to its rating in all respects. It's kept spotlessly clean, the staff in all areas can't do enough for you. We ate in all 5 restaurants and the food is magnificent as is the service. The breakfast buffet offers the widest choice and highest standard I've had the pleasure of enjoying. There are 5 pools including a separate one for children. We were fortunate enough to pick a suite with its own private pool which overlooked the golf course and also had views of the bay. Brilliant place to stay and we will certainly look forward to going back.
Trish and Sunny
I stayed at this hotel recently and had a terrible experience from start to finish. Despite advertising that check-in starts at 12 PM, my room wasn’t ready when I arrived with my baby. The staff didn’t care, and instead of offering another room, they made it seem like they were doing me a favor by giving me the room with a view I *already paid extra for*! If this was one of their “best rooms,” it certainly wasn’t maintained.
The service throughout my stay was awful. Staff seemed uninterested, except for a couple of friendly people at the steakhouse and market. Specific items I requested for my baby were not in the room, and it took multiple calls to get them sorted. The worst part was the bed: it was advertised as a king, but it was just two single beds pushed together, creating an uncomfortable ridge in the middle. Not exactly the luxury I was expecting! Also the curtains were not floor length or blackout so there was so much light coming in. We had to roll up towels to block it out. Again, first time I have experienced this in the 6 trips we have taken this year across the world.
For a “family-friendly” resort, their children’s amenities were shocking. The travel cot was cheap, and the children's menu was a disaster—everything was reheated & not fresh. Even the purées for babies were reheated. I’m grateful I brought my own food for my son, as I couldn’t feed the food available.
The buffet, though it offered variety, was filled with stale and bland food. I saw chefs reheating food repeatedly and even stale cereal was served for breakfast despite us being the first ones there. It was completely unacceptable, especially for an all-inclusive package, which you can’t use around the pool as there is barely 1 pool attendant.
I had planned a special cake for my son’s first birthday, requesting a simple sponge cake with no chocolate or nuts. They delivered a chocolate mousse cake *loaded* with nuts—a complete failure in following instructions. Thank god my son does not have a nut allergy, but sadly I wasn’t able to give him any of his cake.
This wasn’t the only time they failed; I asked for boiled peas for my baby one night and was served wok-fried peas, inappropriate for a child with few teeth when I specifically asked for them to be soft. There were multiple other failures too.
Their lack of care for dietary requirements was apparent, particularly at Mare Nostrum, where I barely ate. The staff made us feel like we were inconveniencing them rather than being welcome guests. Speaking to other guests around the pool it appears I was not alone in this thinking.
On top of that, there was a constant smell of body odor coming from our bathroom, which persisted even after maintenance came by to “fix” it.
Housekeeping was another disaster. They barely cleaned the room, often forgot towels, and never managed to clean the room by the time I requested to accommodate my baby’s nap schedule. Every day was a struggle to keep the room in decent condition.
If you forgot your pool towels, you were met with unhelpful responses like “get them from your room.” Given that this hotel markets itself as a luxury family-friendly resort, it was shocking to find so little to do for kids and such poor service. It doesn’t deserve its 5-star rating—this is a 4 star hotel at best, and the service reflects that.
The final straw was the lack of empathy from the manager, Carlos, who made empty promises after I complained about the numerous issues, along with the front desk manager who was arrogant. Carlos didn’t follow up as promised, and when I had to reach out again, his tone was cold, offering no solutions.
*To be clear in reply to Ms Moreno, I did not make any threats.. It is not in my nature and I find it aggressive to suggest this. You also did not do anything to oversee my babies food needs! There were NO special arrangements or meals. NO issues were resolved before departure/during my stay except the smell which we still had. I’m not sure why discount was mentioned, My point is that this was a full price booking with an honest review.*
My Booking
