I made a reservation to stay in a Junior Suite at the Hotel Elba Estepona for two nights in August 2013 to celebrate my wedding.
When I checked-in, the lady at reception was very welcoming and she upgrading me to a suite. Unfortunately, this was the only good service I received during my stay.
On the morning of my wedding, the air-conditioning in the bedroom was broken, I telephoned reception twice to see if a technician could fix it, but nobody arrived to the bedroom to help.
On the morning of my wedding, my bridesmaid gave me a rose gold Michael Kors watch. While I was at my wedding, this watch got stolen from my suitcase.
My new husband also gave me a gift of a white gold diamond bracelet on the morning of my wedding. As I was walking through the foyer at 4:25 pm, the bracelet went missing. As I was travelling to the church to get married, my bridesmaid phoned reception to see if the bracelet was handed in, but it was never located.
After my wedding, my bridesmaids called to the hotel to try to find the bracelet and the gentleman at reception was very rude and unhelpful to them and refused to allow them to view the CCTV footage. As there was a 20 minute gap from when the bracelet went missing to when we contacted the hotel, and we knew the precise location within the foyer where it went missing, we thought there would be a reasonably good chance of it being located. When I arrived back to the hotel after my wedding, I spent 10 minutes searching around the foyer (in my wedding dress) looking for the bracelet, not one person behind reception offered to help me.
I have called into the hotel three times since I checked out and emailed them twice for an update on the stolen watch and missing bracelet, on one occasion the lady behind reception rolled her eyes at me and puffed. Sadly, I haven't received a response to my emails nor have I received a telephone call or an update from the hotel.
The third time I called to the hotel with a Spanish speaking friend, the hotel agreed to allow me to watch the CCTV footage of the front door. During the 20 minutes when the bracelet went missing, only five or six people walked in or out of the hotel, and I was unable to find out who stole the bracelet as the CCTV camera did not extend to the area within the foyer where it went missing. It is worth pointing out that the hotel only agreed to allow me to see the CCTV footage after I threatened to report the matter to the police.
I have since filed a report with the local police in Spain and hopefully some good news will come out of it.
Overall, my experience at the Hotel Elba in Estepona has been very distressing and is the most upsetting part of my wedding. This is certainly not a five star hotel, and the service levels have been appalling.
I am writing this complaint on trip advisor to warn any guests at the hotel to be careful of their valuable possessions while staying in the hotel.
- Reservation Options:
- TripAdvisor is proud to partner with Jet2Holidays , Expedia, Odigeo, Booking.com, Travel Republic (UK), Hotels.com, TravelUp, Ebookers, Priceline, 5viajes2012 S.L., TripOnline SA, HotelQuickly and Cancelon so you can book your Gran Hotel Elba Estepona & Thalasso Spa reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Gran Hotel Elba Estepona And Thalasso Spa
- Gran Hotel Elba Estepona & Thalasso Estepona
- Gran Hotel Elba Estepona & Thalasso Spa Costa Del Sol, Spain