Carlos I

We chose this hotel for the second consecutive year on a full-board basis because we had such a positive experience last year. In fact, we recommended it to family and friends, and as a result, five rooms have been booked by our relatives and friends this August based on our recommendation.

Unfortunately, this year's experience was the complete opposite and turned what should have been a relaxing holiday into a very disappointing one.

Our room was not in the condition expected of a four-star hotel. There was a hole in the wall, and the bathroom door was badly damaged. Housekeeping standards were unacceptable. As this is a beach destination, it is normal for some sand to be brought into the room, but the floor was clearly never properly vacuumed or cleaned. We ended up walking on sand throughout our stay and even sleeping with sand in our bed every night. We also had to repeatedly ask for basic amenities such as shower gel and hand soap, which should have been replenished automatically.

One of the most unacceptable incidents occurred when a member of staff entered our room without knocking while I was alone, simply to collect a television remote control that was not working. This was a serious invasion of our privacy and made me feel extremely uncomfortable.

The food was by far the biggest disappointment. The quality was consistently poor throughout our stay. Several members of our group felt unwell almost every day after eating at the hotel, and despite paying for full board, there were several occasions when we chose to eat elsewhere because we simply could not rely on the quality of the meals being served. The fruit was often spoiled, particularly the pineapple and watermelon, which is completely unacceptable for a hotel of this category.

We would like to recognise three of the senior waitresses in the restaurant, who were exceptionally kind, professional and helpful throughout our stay. Unfortunately, this was overshadowed by the attitude of other members of staff. On three consecutive days, we were asked to move tables after we had already served ourselves and sat down to eat, simply so our table could be prepared for the next meal service, despite many other tables being available. After we raised the issue with Reception, one of the senior waitresses came to apologise personally, which we genuinely appreciated.

Another major issue was the excessive noise. It was almost impossible to relax on the balcony because of the extremely loud entertainment. On one evening, the hotel organised a parrot show with music played at an excessively high volume. Besides being disruptive for guests, we found this deeply concerning from an animal welfare perspective.

Throughout our stay, it also appeared that organised groups were given preferential treatment, often at the expense of other paying guests, particularly during meal times.

What disappoints us most is that we returned because we trusted this hotel after such a positive experience last year. Sadly, the standard has deteriorated significantly.

Unlike last year, we can no longer recommend this hotel. On the contrary, if anyone asks for our opinion, we would advise them to choose a different hotel.

We sincerely hope that management takes these comments seriously and implements the necessary improvements. A hotel that advertises itself as four stars should consistently deliver the quality, service and guest experience that its customers reasonably expect.

On entrance to the hotel, it feels impressive enough. Until you quickly smell the pungent aroma filling the place. Im not sure if it is sewage pipes as ither had suggested, but it is a bad smell . It drifts throughout the building and is constantly there.

There are no tea and coffee facilities in the room and there is no minibar. The safe is only available at a cost. The rooms are pretty standard and offer no more than a Uk travelodge motel.

We did not include meals so I cant comment on the food

There appeared to be Spanish entertainment/singer on each night. We only stayed for 2 nights and only caught a small amount on leaving and coming back to the hotel. It appeared popular.

The staff were helpful and friendly. They all spoke enough English to engage and assist..

After our initial booking with the travel company, we upgraded from a 3 star to a 4 star for a better experience but also for a pool. Our travel agent said there were 2 outdoor pools and 1 indoor. I expected the out door pools may be closed if weather not suitable in December- However, all pools , including indoor pool, were closed. However the downstairs outdoor pool was uncovered and had the jets running every day.

The hotel is conveniently located for shops , beach, etc and is not too far from the nightlife.

Overall it was an average stay I have definitely had better facilities in 3 star hotels and do feel that I upgraded from a 3☆ and paid the extra for no reason at all. The pungent smell is definitely off putting..

Definitely feels Iike it should be 3☆, and probably not even the best 3☆ available