Beautiful hotel and friendly staff, highly recommended

Hotel in a very good location and with very good services in general. The room is average and you can hear the guests on either side too much. A very nice gesture on their part was the gift of cava for my birthday.

It's unfortunate that a hotel has some repetitive points in reviews and does nothing to improve, and what they add in response is "we feel that...". The only good thing is the location, which is perfect. Upon check-in, the reception staff were a bit rude. In the room, the bathroom ceiling was moldy and the floor was black, the bed was as hard as a rock, and the pillows were as old as a pound. I asked a girl for other pillows, and she brought me one, but the same ones (which isn't her fault, she just gives me what she has). The room cleaning was pathetic; the bed was all wrinkled, not shaken, and the bathroom was clearly seen to have only been cleaned to hang another wallpaper. The pool area was great, the waiters were a bit rude, and then they tried to fix their behavior with a "hahaha." They don't offer parking; I had to ask, and everything is dirty and smelly... EVERYTHING could be improved, especially since they've mentioned it in so many reviews... anyway... I won't be back.

I want to share what happened last night. I've been going to the Hotel El Puerto for about 10 years in a row, and this time we weren't staying at this hotel, but I had a really strong urge to use the bathroom. I've never had any problems when I've had to go to a hotel for these reasons. However, this time the girl at the front desk, with 0 empathy, didn't allow me into the bathroom, pleading with her that I needed to go because I had an emergency. The girl laughed and wouldn't let me in. I'm just saying, that woman is inhuman. It was last night, the 22nd, around 1:30 a.m.
I'm just saying, I hope you never have to go to the bathroom in an emergency and that they don't deny you entry.

After 10 years of vacationing at this hotel in a row, we've decided to never go back simply because of the poor treatment. I know they don't have to allow you in, but it's a matter of humanity. If I'm rolling in to use the bathroom because I can't stand it, at least I should understand the situation and let them in.
Very, very unhappy with this girl who I hope never finds herself in this situation.

The rooms are good only the cleaning should sweep or vacuum every day since everyone goes to the beach. The floor didn't feel really clean.