Detailed review by INDIE88
Arrival. 30m walk from the taxi drop off point to the front entrance no nearer access. No sign of help, in fact none at any time (is this what is meant by ‘suitcase service’ on their website) - when questioned blame placed on the ‘credit crunch’. Lack of any doorman/porter is not consistent with a 4 hotel status.
Second night. Excessive noise from adjoining room. Receptionist (single person shift) immediately suggested we move rooms (accepted). No help and I guess no action taken against the one nighters.
Breakfasts good value but on several occasions buffet items had ‘finished’ by 09.00 again hardly 4
Hotel web site suggests pool side service. ‘Sorry only on terrace’. On the subject of the terrace no attempt was made to provide breakfast on it. No table setting. What a wasted opportunity to enhance the holiday experience and to move us out of what I frankly felt was a depressing canteen. This was mid-summer and there really is no excuse.
Watering of the garden is clearly an important routine but to allow the pool-side furniture to be drenched at the same time is an example of lack of attention to detail that was evident in so many areas. Another was the rota of room cleaning as on several occasions a ‘YES PLEASE’ notice was left for 3/4 hours and then action only taken when verbally requested. This notice was always one of few not many per floor.
Obtaining waiter service for F&B could only be obtained by visiting reception and making a request. The menu itself was, and I am being subjective and therefore it's my personal opinion, poor.
The fact that over the eight days the Manager made no contact, written or in person, despite my complaint at check-in and the considerable inconvenience to move room (see above) on the second night indicates (to me) that he is an accountant entirely focussed on cost cutting. A passionate hotelier or hospitality executive would not behave in this way. Is this unique to this hotel within the AC Group or might they all be run by accountants ? Remember this is a 69 room hotel not 300.
The hotel seems to be unsure of its role. Is it event or guest centric ? Behaviours observed suggest the former.
Concerning the staff - I have nothing but praise - helpful, friendly, diligent.
In summary beautiful hotel, great location but really a missed opportunity to maximise the guest experience.
Be aware (for visitors outside the Euro zone) that pre-payment (deposit) may work to your disadvantage as your card may be debited with the non-euro amount BEFORE your nominated card handles the transaction even though you will have agreed a specific Euro sum. UK cards holders will know which cards charge fees and commission and those that don't. Personal cost 4% above and beyond.
Oh, and lest I forget, a beach bar 'pumped out' high volume 'music' for 6/8 hours for six days of the eight. Not part of the hotel grounds just outside. Could be annoying - for me YES.
Finally the above was conveyed to the President of AC Hotels who replied with a courteous 'thank you for feedback' and 'sorry for the inconvenience'. FANTASTIC.
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