Dear Guests
On behalf of the Manager of the Hotel Marina Continental Park and the Management of Marina Hotels, I would like to thank you for taking the time to review this hotel online.
We are sorry to learn that you did not enjoy your stay at this hotel. We have read your review at the Marina Hotels Central Office and together with the Manager of the Hotel Marina Continental Park, we would like to comment as follows:
Regarding the cleanliness of the tableware of the restaurant, we would like to point out that the tablecloths are plastic and that they are wiped clean each time the table is set out, with cloths that have been soaked in a disinfectant which has been approved by our external Health & Safety advisor. The high chairs are also cleaned on a daily basis and in the event that any parent has concerns with the cleanliness of these chairs, they can always contact the Maître d' who will send a waiter or waitress to wipe them clean again, in the presence of the parents.
The tea & coffee machines in the restaurant are in use for the breakfast service. This is common practice in all our All Inclusive Marina Hotels. Unlimited tea and coffee is on offer at the Bar during the entire day. The tea & coffee machines that we use are standard for Spanish All Inclusive hotels. Different nationalities like different intensities of their tea and coffee, and we offer a standard product to suit all.
Regarding the way in which the leftover food is collected, we wish to apologise if this practice upset you. It is also the manner in which we collect plates and food in all our All Inclusive Marina Hotels in Mallorca, and our Heath & Safety advisor who is responsible for good practices in the kitchen, restaurant, bar and snack area has approved it. The Manager of the Hotel has spoken to the MaÌtre d', to remind all the restaurant team that they must try to keep a discreet and non-intrusive manner whilst collecting plates.
In reply to the comments about the food which is on offer at the Hotel Marina Continental Park, the Manager has taken note of your comments regarding presentation and food temperature. We have a 7-day buffet rota, and the dishes are International dishes to suit guests of all ages and nationalities. Our buffet includes starters (soups, salads, cold cuts of meat and cheese), main dishes (fish, meat and vegetarian options) and desserts.
It is true that the food is not heavily seasoned, and this is also the common practice in all our hotels. We are aware that often guests have special dietary needs (for example, low salt and low sugar) and that is why we prefer to not cook with much seasoning, thus allowing guests to condiment the food on their plate as they wish. There is salt, pepper, ketchup, mustard, oil, vinegar, etc available for all guests to use.
Regarding the use of plastic glasses, this is standard practice for our All Inclusive hotels. This means that we have less breakages of glass and less possible incidents of guests cutting themselves by accident.
The Management has taken note of the comments regarding the facilities offered in the rooms. Information regarding the items that are for hire is available from Reception.
In reply to the incident of the young gentleman who caused disturbances during one night of his stay at the Hotel Marina Continental Park, we would like to reply as follows:
This gentleman was staying at the hotel as part of a large family holiday. Following a night out, upon his return to the hotel, some fellow guests were awoken due to noise and other disturbances. The Night Porter acted immediately and called the local police. Both the local police and the Guardia Civil came to the hotel, and acted immediately. The Manager of the hotel was also informed, who in turn, informed the General Manager of our hotel chain.
The following day, the Manager of the hotel accompanied the affected guests to the Guardia Civil Police Station, therefore at all times we assisted the police and guests of the hotel. It was deemed by the local authorities, that the gentleman should be released and after the Manager spoke to all the affected parties (including the family of the gentleman concerned), it was decided to allow the gentleman to return to the hotel. As I have mentioned, this gentleman was on a family holiday (with children in the party), and he had fully understood the consequences of his actions of that night.
During the following days at the hotel, there were no more further disturbances and we believed that it was right that we had given him (and his family) a second chance to stay at the Hotel Marina Continental Park. The guest also paid for the breakages caused at the hotel and he apologised to all the guests who were directly involved in the incident.
The Manager of the Hotel would like to assure you that our guests' safety is one of our main concerns and that this particular incident was handled by the Management of our company, the Local Police and the Guardia Civil.
We are sorry that your stay at our hotel was negatively affected by this, both the Head of Reception and the Hotel Manager were on hand should you have wished to express your concerns regarding safety directly to them.
Regarding the entertainment, we would like to thank you for your comments about Megan and Rebecca. This hotel is advertised as a Family Hotel, and that is the reason why many activities are thought of for children in mind. With it being high season, there are many children staying at the hotel and the pool area can be a little noisy at times.
All the sea view rooms at this hotel are also pool view rooms. We would like to point out that the standard rooms (with no particular view) can also be rooms that look out onto the road and houses in the streets around the hotel. By paying the sea view supplement, guests are ensuring that they will have rooms with better views.
We hope that despite your concerns regarding the Hotel Marina Continental Park, that you enjoyed your stay in Playa de Muro. Should you wish to contact us directly regarding your stay, please find the contact information on our website.
Yours sincerely
Daniella Burley
