Benidorm East by Pierre and Vacances

Just returned from this hotel. We had a lovely time. Hotel is up a hill, takes 15 mins to walk down to the beach or main strip but theres a free rtn shuttle that runs every 10 mins. Room was clean. The room could've been better with tea and coffee making facilities in. There were a few lads groups but you'll get that at all hotels. Pool indoor and out was lovely. Sun beds were taken rapidly but you can't save them early morn as gates are locked until 10am which is good. Breakfast choice was good and nice. There was a good selection too. Definitely good value for money. The evening entertainment was kind of non existent apart from bingo listed for a night. but that I presume was because of the world cup games being shown on the big screen. I noticed there was more for next week listed. There was a bit of noise early hours from party goers returning but it wasnt as bad as I was expecting but I think that was because the hotel was set back from that. We travelled with my parents and our 16yr old daughter. The staff were polite and friendly. We really enjoyed out 4 nt stay.

As someone who works in the travel industry and regularly recommends hotels to clients, I would recommend this hotel based on its facilities. The rooms were lovely, very clean, the pool area was excellent, the atmosphere was great, and the food offered plenty of choice.

Unfortunately, the customer service from several members of staff was extremely disappointing and let the hotel down.

One example was when we decided to purchase the dinner buffet for €16 per person, despite only booking bed and breakfast. A member of reception told us we could have a look around the buffet before deciding, as one of my friends has allergies, is vegetarian, and is also quite particular about food. After looking, she decided there wasn't enough she would eat to justify paying €16. However, the man on the buffet till repeatedly questioned her decision in a rude manner and kept insisting she would like the food, despite her politely saying no three times. When the other four of us paid, we asked to pay separately, and he rolled his eyes and sighed. He then told our friend, who had chosen not to purchase the buffet, that she was not allowed to sit with us and would have to leave, which we found completely unnecessary and embarrassing.

To add to this, during our meal, not a single member of staff acknowledged us or offered us drinks. We had to ask someone ourselves just to order a drink.

Another unpleasant experience happened when we accidentally left our room key card inside our room. As there were four of us staying across two separate rooms, a receptionist with ginger hair asked which room the lead guest was staying in. I answered with my friend's room number, as she was the lead guest. The receptionist immediately became dismissive and asked for my name. When she saw I wasn't registered in that room, she seemed irritated, even though she had specifically asked for the lead guest's room. She then asked for my actual room number and my date of birth. Once she had finished issuing the replacement key, she simply slammed it down on the counter without saying a word.

These experiences really spoiled what was otherwise a very enjoyable stay. It's a fantastic hotel with excellent facilities, and I would happily return and recommend it to my clients. However, the attitude and professionalism of some members of staff need significant improvement, as the level of customer service did not match the quality of the hotel itself.

Location is not great massive hill but if you want to stay at the hotel it’s not a problem staff were really nice and friendly rooms were fine and what you would expect for the price Rooms clean Breakfast not the best but managed to find something Lifts are boiling hot and not big enough for the size of the hotel