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“Great golf, nice hotel, terrible customer service”

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The Westin La Quinta Golf Resort & Spa
Ranked #22 of 71 Hotels in Marbella
Certificate of Excellence
Edinburgh
Level Contributor
19 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
“Great golf, nice hotel, terrible customer service”
3 of 5 bubbles Reviewed 19 September 2013 via mobile

I have just returned from Melia La Quinta after spending 3 nights and 4 days. First impressions of the hotel were pretty good until we got to the reception desk and then things started to go wrong! On the positive or rooms were ready, despite the fact we arrived at lunch time, but the greeting from the receptionist was far from welcoming and we appeared to be more of an annoyance than anything else.

We weren't asked if this was our first visit (which it was) and we were given no introduction to the hotel or the facilities available to us.... In fact the only thing he seemed concerned with was making sure we either paid the €10 per night for the hotel car park (a rip off) or we needed to move our car out to the street. We were due to tee off shortly after our arrival but again there was no information provided about where to go in terms of getting to the caddy master etc

Our rooms were spacious, but as mentioned previously the floor was badly scratched and the number of clothes hangers was inadequate for even a 3 night stay!

Having eventually found our way to the golf course pro shop, we were once again 'greeted' by a rather rude lady who again provided little in the way of information or direction about where to go or what facilities were available. She gave us keys for our buggies but no direction to where they were or which ones were for us. Most frustratingly she didn't even see fit to tell us that we were going to be joined by a single player who was not in our party... This concept doesn't bother me or my playing partners in the slightest.... But being pre warned before you rock up on the first tree is usually an advantage!

On a positive note the golf courses were excellent and in very good condition... We found course A to be the most visually impressive, C the most challenging, and B was a tactical challenge but a good scoring opportunity for the clever golfer.

The final frustration was the gates to the pool being locked by security at 6pm despite all the notices saying it was open for use until 8pm... Something reception were unable to justify and unwilling to provide any solution for

Overall the hotel is nice, in a good location and has excellent facilities.... But be prepared to have to search them out yourself with little or no help from the 'customer service team' - and if you want to park your car securely it will cost you an extra €10 per night!

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank joeking1979
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (85)
Date | Rating
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English first
Hertfordshire
Level Contributor
18 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed 17 September 2013

We chose La Quinta to be able to visit friends who live in the Marbella/Banus area after spending some time further up the coast. We often stay in Melia Hotels and have always been impressed by their quality & service levels. We were given an upgrade to a poolside room which was larger than average, big comfortable bed, etc.etc. we were given an extra room key card so we could go out and leave a card in the electric box to keep the A/C going, and a welcome presentation of "luxury" bottled water and chocky biscuits daily (nice touches!).
Good breakfast/lunch menu & not silly prices, and a nice terrace to have it on. we didn't have dinner at the hotel, but the Japanese restaurant looked inviting.
Lovely pool & garden area. Didn't play golf there as the day we wanted (Sunday) didn't have early tee times available. So played at nearby Atolayah Park (at much less cost!).
Brilliant staff, everyone very friendly, courteous, & helpful. We had late flights home and the reception staff gave us a late as possible check out, then use of the beautiful Spa facilities to shower & change after lingering at the pool to get the last of the sun before returning to cold old UK!
The only niggle was that our room key cards never seemed to work. good job we were on the same floor as Reception and didn't have to walk too far to keep getting them re-validated. Same thing happened whenever getting out of the car park, where the room card should allow you to exit. No one seemed to know why, and we noted some other guests had the same issue. For this reason only I have downgraded Service to "Very Good".
That said, we will certainly stay here again.

Room Tip: Try to get a poolside room
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  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank JohnSet
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mª José G, Director de Relaciones con Clientes at The Westin La Quinta Golf Resort & Spa, responded to this review, 2 November 2013
Dear JohnSet,

I would like to thank you for letting us know your opinion through the TripAdvisor web site and for your holidays at the Meliá Marbella La Quinta hotel.

It is a pride for the entire team to read your feedback and to know that your stay has been a nice experience. As you know our principal aim is to give you the best service, making your stay exclusive and unforgettable. Your comments about the attitude of the staff will be shared with the objective to motivate to continue with the best quality and guest satisfaction.
We are really sorry for the inconveniences with your room key cards. I would like to inform you we proceeded take the corrective action.

We would like to see you again in our hotel as soon as possible!

Warm regards,


Mª José Guerra
Guest ExperienceManager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Gold Coast, Queensland, Australia
Level Contributor
20 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
4 of 5 bubbles Reviewed 3 September 2013

Concierge , and front of house staff, excellent, spoke very good English . Our room on 3 rd floor, very good size, with relaxing lounge area, and large balcony overlooking pool. Very hot when we were there, so the shady trees near the pool were a blessing. Staff also organised golf games for my husband, course in excellent condition, very well looked after, played early morning as it got too hot later on. We found hotel grounds in good condition, everything very clean, including room and bathroom. We never used our rental car, staff said parking in puerto banus and Marbella was difficult. Free shuttle bus was provided quite regularly, up until 11p.m. At night, driver very obliging dropped us off in centre of town. Also ate at main resturant a couple of times, food o.k. But found the food at the golf club terrace much better, and lovely view, with a nice breeze, also free appetiser from the chef. Also excellent wine suggested by the waiter.

Room Tip: Don't choose ground floor, unless you have children, most of them seem to be there.
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  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Marion A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mª José G, Director de Relaciones con Clientes at The Westin La Quinta Golf Resort & Spa, responded to this review, 2 November 2013
Dear Marion A,

Thank you for taking the time to share your experienceat Melia Marbella La Quinta hotel.

It is a pleasure to know that you enjoyed our facilities and our rooms.We are very glad that you had an enjoyable stay with us, we always try to exceed your expectations and we try to make your stays will be as perfect as possible. Your comments will help us with our continuing effort to assure our Guest Satisfaction.

It would be a pleasure to see you again.

Sincerely,


Mª José Guerra
Guest Experience Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Aberdeen
Level Contributor
12 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
5 of 5 bubbles Reviewed 27 August 2013

This hotel was excellent, we stayed for 3 nights in August 2013 and couldn't have faulted anything. The restaurants were great and the pool was fantastic - there was a lack of sunbeds at one point but the staff soon sorted this out. The spa was excellent, very relaxing on a hot afternoon! The golf courses looked amazing too, but we didn't play them. The free bus to Marbella & Puerto Banus was good given the location of the hotel. Would definitely return for a longer stay next time!

  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank scottishlass812
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mª José G, Director de Relaciones con Clientes at The Westin La Quinta Golf Resort & Spa, responded to this review, 4 October 2013
Dear scottishlass812

First of all, we would like to thank you for choosing our hotel during your stay in Marbella and for taking the time to share your opinion in this website.

It is a pleasure for the entire team to read your positive feedback and to know that your stay at Meliá Marbella La Quinta has been a nice experience. As you know our principal aim is to give you the best service, making your stay exclusive and unforgettable.

Looking forward meeting you again for a longer stay!!

Best wishes,

Mª José Guerra
Guest Experience
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Cardiff, United Kingdom
Level Contributor
36 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
4 of 5 bubbles Reviewed 27 August 2013

If you want golf and spa for the other half then this is hotel perfect for you, the only downside is they do not take as much care of the hotel gardens as they do on the golf course, outside my terrace was a very rough part of the garden used as a dumping ground for cuttings.

Room Tip: higher floors for the best view
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  • Stayed September 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank asianroger
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mª José G, Director de Relaciones con Clientes at The Westin La Quinta Golf Resort & Spa, responded to this review, 4 October 2013
Dear asianroger,

Firstly, we appreciate your comments in relation to your experience at Meliá Marbella La Quinta last summer. We also thank you for taking some of your valuable time to send us your opinion.

We are glad to be able to greet you again in order to check with you all innovations which have been carried out.

It would be a pleasure to see you again.

Best regards,

Mª José Guerra
Guest Experience
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Pinoso
Level Contributor
12 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
3 of 5 bubbles Reviewed 21 August 2013

We are currently on holiday for a week at this hotel and having researched so many options decided this was the one for us. Unfortunately, we are very disappointed with the lack of flexibility the Customer Quality Team have shown as they simply will not find us a room on 3rd floor although this is what I specified before booking, a week before arrival and one day prior to arrival. Each time I was assured this shouldn't be problem but to check with reception when we checked in which was on the Sunday.... No..... We were on 2nd floor and absolutely no chance until Tuesday to move to 3rd look. Then on Tuesday we were told the people in the room they had earmarked for us had decided to lengthen their stay. (I don't believe this for a second) and there were no other rooms of our category on 3rd floor. I had stated we old downgrade from the Premium Pool View if that's what it took or upgrade to a Junior Suite and we could pay a little more but I have just had fob offs and excuses. I was offered to upgrade though.... For an extra 180€ per night! The floor tiles in our room are stained and scratched and the room really could do with an overhaul. The pool and gardens are nice, the outdoor bar staff friendly and nice although for most 5 star hotels I have been to their is a waiter service to the sun loungers.... Not here. Little touches like that make a holiday special. I ordered a bottle of Cava to be in the room on ice for our arrival as we are celebrating our 10 year anniversary and it never arrived. i mentioned this and when we came back from our evening meal it was there but we decided to save it for our special day and then although it was unopened, for some reason, i can only presume the cleaner removed it. I have never known that before. The driver of the shuttle bus very friendly and helpful and 5 stars to Miguel on reception for his levels of customer service.

Room Tip: Don't expect to any requests to be met
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  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Sezwilco
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mª José G, Director de Relaciones con Clientes at The Westin La Quinta Golf Resort & Spa, responded to this review, 30 October 2013
Dear Sezwilco,

It is a pleasure to be able to greet you again.

Regarding your comments, as per conversation, our reservation department always take note about all the preferences of our guests to try to offer them the best personal service.

They informed you that a room on the third floor would be provided you if the occupancy allowed it. In that time, the hotel was fully booked and it was not possible for us to give you that room on top floor. On the other hand, you could enjoy the category of the room that you have reserved in advance so at the time you lost any of your benefits.

As we read on your comments, we tried to change to a room on the third floor on Tuesday but, finally, that was not possible due to the guest decided to stay longer.

In relation the bottle of cava, I regret that the housekeeping retired it. As soon as we knew that, we asked you if you would like to have another one and you told us that you will already inform us.

Never the less, we appreciate all your observations because this is the way to know what else we need to improve and modify in the future to achieve the guest satisfaction.

Your comments about the attitude of all the staff will be shared with the objective to encourage us to offer the best quality.

We will be delighted to attend you and your nice family in future. Please do not hesitate to contact me for your next visit.

Kind regards,

Mª Jose Guerra
Guest Experience
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Redbourn, United Kingdom
Level Contributor
124 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
4 of 5 bubbles Reviewed 17 August 2013

This was our 2nd visit to this resort. We spent 6 days and played 3 rounds of golf. The golf has 3 nine holes courses and all are different. Buggies have cool boxes and free bottles of water, a club cleaner and ball washer. There is a small deli on site, which is very reasonable and there is a half way house run by a couple and the food is to die for. The club house is good and serves food late although service can be slow at times only due to a lack of staff. The hotel is 5 star full of atmosphere, My only complaint is that a 5 star hotel should have tea and coffee in the rooms. Having said that a great golf resort. With a free shuttle bus to Marbella and P Banus. Back next year

Room Tip: Book a room overlooking the golf course on the 2nd or 3rd floor
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  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Tricia115
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mª José G, Director de Relaciones con Clientes at The Westin La Quinta Golf Resort & Spa, responded to this review, 16 October 2013
Dear Tricia115,

I would like to thank you your opinion about your visit at Meliá Marbella La Quinta Hotel. We are happy to see that you spent some lovely days with us.

We always try to give all the facilities to all our guest in all services. It is for that reason that we have reported your comments at the departments involved.

Thank you for leaving your opinion in Trip Advisor web and we sincerely hope to welcome you again next year

Best wishes,

Mª José Guerra
Guest Experience Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Westin La Quinta Golf Resort & Spa

Property: The Westin La Quinta Golf Resort & Spa
Address: Urbanizacion La Quinta | Benahavis, 29660, Marbella, Spain
Phone Number:
Region: Spain > Andalucia > Province of Malaga > Costa del Sol > Marbella
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#6 Family Hotel in Marbella
#6 Top resorts Hotel in Marbella
#7 Business Hotel in Marbella
#11 Spa Hotel in Marbella
#16 Romantic Hotel in Marbella
#17 Luxury Hotel in Marbella
Price Range (Based on Average Rates): £££
Hotel Class:5 star — The Westin La Quinta Golf Resort & Spa 5*
Number of rooms: 170
Official Description (provided by the hotel):
The Westin La Quinta Golf Resort & Spa, Benahavis, Marbella is ideally located in the beautiful "Valley of Golf", Marbella, which makes it a unique destination for lovers of golf, featuring its exclusive club and a 27 hole private golf course. Situated between the Mediterranean sea and the mountains of Sierra Blanca, and only 10 minutes by car from the Costa del Sol, the hotel is surrounded by an exceptionally beautiful natural landscape. This unique destination, which is blessed with a warm sunny climate all year round, is ideal for couples and families to enjoy with all the amenities and services needed for relaxation and wellbeing. The 1,500 sqm SPA, the 2 exterior swimming pools surrounded by gardens and the Westin(R) Kids Club will facilitate fun for the young ones and tranquillity for adults. The Westin La Quinta rooms and suites are comfortable and spacious, featuring an authentic Andalusian-style décor flooded with natural light, private terraces, uplifting views to the mountains and all the amenities that distinguish Westin, including the Westin(R) Heavenly Beds. ... more   less 
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Also Known As:
Melia La Quinta Golf Hotel Marbella
Melia La Quinta Golf And Spa Resort
Westin Marbella
La Quinta Marbella
Marbella Westin
Marbella La Quinta
The Westin La Quinta Golf Resort & Spa Marbella, Andalucia

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