We have just returned from a week travelling from Malaga to Alicante and stayed in a number of fine hotels over the week. Unfortuantely staying at hotel this was not a pleasant and relaxing experience.
Some of the things complained about may seem minor but when you consider this is supposed to be a five star hotel, the service was far from 5 star.
We arrived at 1.30 pm. No room was available. No problem we decided to have lunch. I asked the receptionist if we could have a room overlooking the pool on a higher floor. I was told this would not be a problem.
We had taken our cases in from the car, in the hope that a room would be available. No one offered to take our cases, and the receptionist simply disappeared. Somewhat surprised we put the bags back in the car and went for lunch.
We returned to reception and were given a key and directions for our room, which was on the second floor, but in effect was half a floor up from reception. Not the high room we had requested, but not a problem. Again no offer was made to help with bags or show us to our room.
When we arrived in the room, it was magnificent. Large, with two queen beds, seperate seating area, desk etc. The bathroom was huge. Double circular bath, seperate walk in shower, double vanity and seperate room with toilet and bidet.
We were delighted until we went to open the curtains. To find not a view of the pool, but rather a view of a brick wall with the access road to the hotel car park in between.
No balcony or terrace, not even patio doors.
I returned to reception to request another room. The receptionist tutted, shrugged his shoulders and went away. He came back a couple of minutes later to inform me that this was the room I had reserved (through expedia) and that there were no more rooms available. This despite the hotel appearing less than half full. If however I came back at 9pm, they may have another room available.
I then tried to book a table in the a la carte restaurant for dinner. I was told to go to the bar and ask there. Why could the receptionist or the concierge not make the booking. I dutifully went to the bar, to be told that a booking was not necessary and only when I insisted did they make a note of our details. I was not prepared to turn up for dinner to be turned away.
Most of the rest of the couple of days went quite smoothly although the level of service and attention was far from 5 star and the hotel appeared to be short staffed especially in the bar when 1 barman was left to serve drinks and food and clear tables even though it was lunchtime and quite busy.
On the second day I played golf. The course although obviously new was interesting and in good condition. The staff could not have been any more helpful.
On returning at approx 6.30 pm my wife met me in reception as she had come to complain that our room had not been cleaned despite our being out most of the day and her reminding them at 4pm.
Having just played golf all I wanted to do was get a shower and relax for an hour or so before dinner, however I had to wait for the room to be cleaned and had to hang around in reception for another half an hour for this to be done.
When we did go down for dinner we were told that both the buffet restaurant and the al la carte restaurant were closed although there was a set menu available consisting of 3 choices for each of the 3 courses at a cost of 35 Euros each, not including wine.
We got in the car and drove down to Roquetas de Mar and had a nice meal there for less than the price for one at the hotel, including drinks.
When we checked out no one asked if we had, had a good stay, clearly we had not and perhaps they knew that.
No assistance with our bags again.
If this had been a 3 star hotel, then these things may have been acceptable. For a five star and the price you pay accordingly, cetainly not.
We subsequently went on to Almeria and stayed at the Husa Cathedral Hotel, a small boutique hotel in the city centre.
The level of service afforded by the staff at this hotel was in total contrast to the one we encountered at Envia and for a fraction of the price.
In conclusion when reading the review you might think that some of the things complained of are somewhat petty, however my expectations of a 5 star hotel are for excellent service and that certainly was not the case. I note that Barcelo have now acquired this hotel. Perhaps this large international group will improve things. I hope so.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC