Delphin Imperial

We enjoyed many aspects of Delphin Imperial, which makes what happened afterwards even more disappointing.

During our stay, our daughter accidentally fell from a hammock and cut her chin. I want to be completely clear: I do not blame the hotel for her accident. Children have accidents and that has never been my complaint.

We approached the hotel for first aid and were directed to the medical facility operating within the hotel. Our daughter’s wound was cleaned and dressed and we were then advised to take her to hospital.

We were charged €136 for the assistance provided at the hotel. We were not told beforehand that cleaning and dressing her wound would result in a €136 charge.

Her overall medical costs eventually came to almost €1,200, which our travel insurance is dealing with. This review therefore isn’t about trying to recover money or claim compensation. It’s about the principle and making other families aware.

I first complained to Delphin Imperial on 7 June. No response. I followed up on 2 July. Again, no response.

Eventually, on 29 August, almost three months later, I contacted the hotel through Instagram. After further chasing and being given another email address, I finally received a reply.

The hotel explained that the medical facility is operated by an independent private healthcare provider and that the €136 charge was therefore not made by Delphin itself.

I accept that explanation. It still doesn’t answer my concern.

I asked the hotel two very simple questions:

Does Delphin Imperial provide basic first aid for its paying guests without having to use this private medical provider?

And if it doesn’t, why aren’t guests clearly told before receiving basic first aid that they are accessing a private medical service and may face a substantial charge?

I sent those questions on 8 September. No response. I subsequently sent a final email and copied in a Delphin Group contact. Still no answer.

What makes this particularly disappointing is the contrast with our arrival. We were offered a paid room upgrade, which we voluntarily accepted and paid for. There was plenty of attention and customer service when there was an opportunity to sell us something additional.

There is nothing wrong with offering paid upgrades. But our experience left us feeling that the customer service was considerably more visible when we were spending additional money than when we genuinely needed the hotel’s help.

We did enjoy aspects of our holiday. I would also much rather have resolved this privately than write this review. I’ve spent more than three months trying to do exactly that.

For other families, my advice is simple: if you are directed to the medical facility within Delphin Imperial, and it isn’t an emergency requiring immediate treatment, ask whether you will be charged and how much before accepting treatment.

I fully expect the hotel’s response to this review may point out that the medical facility is operated by an independent company. I already know and accept that.

My concern is what happens before that point. A family approaches its five-star hotel with an injured child asking for basic first aid. If the hotel’s arrangement is to direct that family to a chargeable private medical provider, I believe guests should at the very least be made completely aware of that before treatment and told that charges may apply.

I have repeatedly asked Delphin whether it provides any alternative basic first-aid provision for its guests. They have not answered that question.

Ultimately, as a parent, that’s what matters most to me. Knowing what I know now, I would not feel comfortable taking my children back to a hotel where my experience has left me questioning whether a child’s welfare comes before the commercial arrangements surrounding their medical care.

When it comes to my children, I need complete confidence that their welfare comes first. Unfortunately, after this experience and the way my concerns have been handled, I no longer have that confidence in Delphin Imperial.

Absolutely everything was top-notch. From the food and cleanliness to the restroom hygiene—everything was perfect. I actually tried to find something to complain about, but to my satisfaction, I couldn't find a single fault. I would also like to mention that all the reception staff, including those who help with luggage, are very courteous. In particular, I want to mention a very lovely and kind young lady named Tia from the reception; she provided me with a room exactly to my liking. I would like to take this opportunity to thank her for her kindness. Congratulations, Delphin Imperial!