Delphin Be Grand Resort

Firstly I just wanna say the hotel itself is absolutely amazing and is stunning inside and out. The food and drinks are amazing and the pools, entertainment and the girls in the kids club are fantastic.

Myself and my family came here for 10 nights we arrived on the 13th September the first 6 nights was absolutely amazing unfortunately after that our holiday was ruined thanks to my engagement ring being stolen from our room.

On Sunday 20th September I took our kids down to the swimming pool I had to put sunscreen on our kids so I took my wedding and engagement ring off and put them into the small zip compartment into the Delphin bag as I did every other day.

At 2pm we went back to the room to get change to go to the sports bar to watch the Celtic vs Rangers game, I left the Delphin bag in the room under the tv unit in the room while we went to the bar.

At around 4pm we came back up to the room and got ready for the evening I went to put my rings back on around 5.30pm my engagement ring was gone from my bag. I started to panic which any woman would do, i take everything out of the bag the ring wasn’t there, I go straight down to the pool area and check under every sunbed, bin and umbrellas at the pool area, while my husband was in the room checking everywhere. I go to reception crying my eyes out asking was my ring handed in they said no and didn’t offer any help to look. We then check the room as a family again we lift beds, lockers pack everything back into the suitcases but still no ring to be found,so all Sunday evening I spent crying heartbroken that my ring was missing. I was 100% sure I put it in my bag but kept doubting myself that it dropped while putting it in the bag and I lost it.

Anyways Monday morning 21st September, I woke up and went straight down stairs to ask reception was my ring handed in but still nothing was found. I then asked guess relations can they check camera to see if they could see anything, he checks camera at pool but can’t see anything due to umbrellas being up which I understand. We then searched the room again we empty the room completely but no sign and then we checked all the pool area again but no sign either unfortunately.

I then go to our cleaning lady and ask has she seen my ring while she was cleaning the room on Sunday as she was in the room while we were at the Celtic game she said no but will have a look when she cleans the room today (Monday)

So all day Monday I still have no luck finding my ring after being at the pool for a few hours still heartbroken I had no engagement ring, we go back to our room at around 4pm, the room is cleaned but no sign of the ring so thought it wasn’t found. We then get a knock on our door at 5.30pm from our cleaning lady she started showing us videos of our room on her phone and then asked can I use google translate and starts showing me more videos on her mobile phone of our room, she then says into google translate that said ‘house keepers clean very good when cleaning the room’ she then pulls MY RING!! Out of her POCKET!! And shows me a video of my ring under the bedside locker.

Now straight away when I closed my door after getting my ring back I knew in my heart that this lady took the ring out of my bag and has now pretended to find my ring. I honestly believe she panicked as I had everybody in the hotel asked about my ring. Now she was the only person in our room while the bag was in the room Sunday as she was cleaning the room while we were at the Celtic match. This lady said she found the ring under the bedside locker even tho we turned the room upside down Sunday evening and Monday morning.

I then go straight to reception and ask to speak to a manager there is no mangers to speak to so they got someone from guess relations I told him everything he didn’t seem to even care. The communication was shocking. He said he will tell his manager Tuesday 22nd September morning. All day Tuesday I was expecting to hear from a manager with at least an apology or an explanation about the whole situation but of course I heard nothing.

Wednesday 23rd September in the morning I seen a man from guess relations who I was speaking to on Monday morning who checked the cctv at the pool, and he asked did I find my ring, firstly I think his colleague should have mention something to him after me telling him the night before about what happened but nope of course they clearly didn’t care so I explained everything again, and tbh I don’t think he even had a slight care in the world what happened he just said that she should of took the ring to guess relations for them to give me the ring which I did say that myself that why if she ‘found it’ did she not go straight to reception with it for them to call me! he ask did we wanna book an L A Carte restaurant but we told him no we are checking out today but your telling me that’s the best you can do is offer us a meal in restaurant that we had already paid for to stay here in this hotel after your staff member STOLE my ring from my room disgusting.

I think this has been absolutely shocking behaviour from a 5* hotel to not even get a sorry, for a staff member robbing my engagement ring that I must say it was a very expensive ring! It cost more for my ring than it did for 10 nights at this hotel to say I am absolutely disgusted with this hotel and how they have handled the situation and I will be going further with this situation!.

I was staying in Ablock room 1417!!

I have no issues with the hotel. As a large family we have visited a couple of times and all have been equally amazing. Great food, great entertainment and generally couldn’t fault the hotel and most of its staff. However, we won’t be returning. I have given it 5 stars because I wouldn’t want to insult the staff that work so hard for their guests. However, my mother had a serious accident here (slipping on a wet floor) which resulted in surgery. The fall happened by the pool bar on wet floors. Accidents happen, but what shouldn’t happen is the complete lack of care and empathy. For a hotel chain that prides themselves on caring for their guests, this was a real let down. What has made it worse is their lack of responses to my emails. The accident happened in May 2026, it’s now September 2026 and I still haven’t received a response that acknowledges anything. We are so disappointed as we absolutely love Delphin be Grande and have made so many happy memories here, which have been really tainted by their lack of care, responses and have evidenced to us they really don’t care bout their guests. I have waited 4 months to post this review, in the hope they would respond properly to my concerns…. Unfortunately, nothing constructive was received. As long as nothing bad happens when you are there, you will be fine. It’s a great hotel, just don’t rely on them for any offer of care or support after they have taken your money. Just for context, I have been asking for an accident report, for insurance purposes, which they won’t provide, well they can’t provide as they never checked in to know what happened. I have asked for their after care policy and whether it was followed, which they won’t comment on. So very disappointing. We were left completely alone, with someone seriously injured and not once did they check in with us. We have spent around 25k in this hotel in the last 2 years…..gutted that we won’t be returning as it is a beautiful hotel with people that work so hard.