Hotel El Puerto
€ 89
1 night from 22/05 to 23/05

Customer reviews Hotel El Puerto

3.8

Good

2709 reviews

5

37.5 %

4

30.2 %

3

16.6 %

2

6.3 %

1

9.4 %

Julie J

il y a 3 days sur Google

3/5
I’ve actually deleted my other review as I was too generous. The hotel facilities itself are fine e.g rooms and breakfast. However the staff are the rudest people I have ever met. The cleaners are the only friendly people. It’s a shame the ones getting paid more are rude and lack any human skills. The cleaners have the skills to deal with people, not the receptionists or bar staff.

The hotel likes to make up stupid rules, you can’t leave the hotel through the sliding door by the bar you HAVE to leave through the main entrance. The pool lacks Sunbeds and there’s not enough space for the amount of people staying at the hotel. We arrived at 11 (when pool opens) to find people had reserved Sunbeds with towels, which we were told off for doing. There were no Sunbeds in the sun so we sat on the chairs by the side of the pool to be told by the rude barmen we have to where clothes to be sat on those chairs. When I asked if we could move the last two Sunbeds available out of the shade, he said “no not possible”’yet 2 other people came along and moved them without asking, he didn’t say anything or care. He was so rude and spoke back to me and down at me.

The manager needs to consider hiring a whole new team.
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J S

il y a 5 days sur Google

1/5
First impression on arrival was that it looked pretty impressive. We had to wait in a queue at reception for around 20 mins as there was only one receptionist on duty. She was lovely and polite, very friendly. The reception area looked bright and welcoming. So, so far so good. I'm afraid everything went downhill from there. The lifts are very small and extremely slow, they say they can take 6 people but your pushing it getting three adults in, never-ending the luggage.
The rooms are awful, there is absolutely no privacy when you need to use the toilet or shower. Everytime I needed to use the toilet I had to shut the rooms curtains. I was in a double room but glad I wasn't having to share with anyone. The room on the surface looked clean enough but on cliser inspection it was filthy, dirt, dust and stains everywhere. The room was crawling in little red ants and slightly bigger black ants out on the balcony, which is so small you would struggle to get two people out there comfortably. The balcony wall Wass full of large cracks with stains dripping down the walls.
No kettles in the room either. Fresh towels and a tidy up every day, which did help to keep the ants at bay a little bit. Yet I was still find one or two in my bed every night and around a dozen or so crawling about the floor each morning. The headboard, skirting boards, bottom of the shower tray door and the area around the sink was filthy, thick in dirt and dust. The vent above the shower was not working and I could have used a knife to cut through the dirt and mould on it. The fridge was very small and really not that cold. Overall size of the room was quite small but manageable for one.
The bar downstairs was nice and if you are male and tip well you're sure to be served first regardless of how long anyone else has been waiting. The skybar was lovely and quite clean. However, the staff don't seem to like giving you your change. I ordered a cocktail for €10, handed over €50 as I didn't have change. After 30 mins I asked at the bar for my change and all if a sudden all staff who had previously spoken good English, suddenly couldn't understand me. I was not pleased and did not return.
The manager/owner wasn't at all welcoming, we passed him a few times and once ended up in the lift with him. He kept his nose in the air the entire time. Not once taking a minute to say Hello or to ask if we were enjoying our holiday. I mean it's just common curtesy and good hospitality to speak to your guests.
The waiting staff in the restaurant were also quite rude, especially the female staff.
The area the hotel is located in is great, lots to do and nice places to eat. It's very busy so if your looking fir a quiet getaway this is definitely not the place for you.
Staying in this hotel was the absolute worst experience I've had and I certainly do not recommend nor will I ever return.
Review 2024-05-19 18:52:42

Dear Guest,
Thank you for taking the time to share your feedback.

It is delightful to hear that our reception team were able to make a positive impression upon your arrival with their friendliness and the bright, welcoming atmosphere of the lobby.

However, we regret to hear about your experience with the wait at reception, and we are working on streamlining our check-in process for a more efficient experience. We are also mindful of your comments regarding the elevators as we do carry out regular updates to ensure that they are in proper working order. Concerning the privacy of the bathrooms in our rooms, we aim to provide a modern and contemporary design, and we are saddened to hear it did not meet your preferences. We take the cleanliness of our rooms very seriously and are disheartened to learn of the shortcomings you encountered. Please rest assured that we uphold rigorous standards for hygiene and cleanliness daily.

We are also troubled to learn about your experience concerning the condition of the balcony. This is certainly not indicative of the high standards we strive to maintain. Regarding the kettle, while they are not standard in the rooms, they are available for rent at our front desk, along with mini-fridges. We regret to read of your experience with the bar and restaurant teams as we expect all our team members to provide courteous and attentive service at all times.

On a brighter note, we are pleased you found the hotel's location to your liking, with its proximity to local attractions and dining options.

We hope that you will allow us the opportunity of providing you with an improved stay in future.
Best regards,

José Luis Saíz
Director General / General Manager

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June Boldt

il y a 1 week sur Google

5/5
Fantastic view from the poolbar
Review 2024-05-19 19:50:39

Dear Ms. Boldt,
Thank you for sharing this positive review.

We always aim to provide a memorable experience for our guests. We are very glad that you appreciated the privileged views we have of the surrounding area.

It would be our pleasure to have you return on another occasion. Very best wishes,


José Luis Saíz
Director General / General Manager

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Clo F

il y a 1 week sur Google

1/5
Will never be staying here again, I was staying in a twin room with my friend but their was barely any room to pull the beds apart so I kept having to put the bed back to access my clothes in the wardrobe the room was that small. The first morning the maid constantly rang the door bell at around 09:15 to clean the room, I said I was still sleeping and I told them not to ring the door bell for the duration of my stay unless i inform them I wanted my room cleaning, the second day she rang the door bell at 10:00 which I was awake but was constantly pressing the door bell to gain access to my room and even attempted to get in before I told her to stop the 4th day I was out and my friend woke up to the maid stood at the end of the bed shaking his leg telling him to wake up!!!!! The lifts were sending me to the incorrect floor. I leave tomorrow and I can not wait, the rooms are small, the shower is a partial frosted glass in the bedroom area so I could only have a shower when my friend was out. Next door to us have rang our bell 3 times now complaining the TV is loud despite the volume being extremely low. The air conditioning doesn’t work very well and is extremely loud so me and my friend have hardly had any sleep. Please get me out of here it’s ruined my holiday. I really do not like complaining but did queue up twice to get various things corrected but the reception desk is short staffed and I was waiting 30 minutes plus in the queue so gave up. I tried using the sky bar and it was closed for a function which i was not told at the time of booking- the only reason I paid extra for a hotel with a pool was to use it. Also there are ants coming out of the sink. The location is good as it’s in the middle of everywhere and right near the sea but I definitely will never ever be staying here or in another branch of these hotels ever again.
Review 2024-05-19 18:52:20

Dear Guest,
Thank you for reviewing your recent stay.

We are pleased to hear that you found our hotel's location to be advantageous, positioned conveniently near the sea and local attractions. We take pride in our prime location and are glad you appreciated this aspect of your stay.

However, we regret to read that the size of the room did not provide the comfort you anticipated. Our hotel offers a variety of room configurations, and we strive to accommodate our guests' needs within the space provided.

Furthermore, your experience with our housekeeping service is quite concerning, and we apologize for any disturbance caused. It is our standard to respect our guests' privacy and preferences, and we are looking into these unusual occurrences to prevent them from happening again. Additionally, we understand the inconvenience that the lift situation may have caused. We are pleased to inform you that improvements are scheduled for March 2024 to enhance our guests' experience. We also regret to hear about your experience with the air conditioning and are reviewing our maintenance procedures to ensure all units are functioning properly and quietly.

We apologize if the temporary closure of our sky bar detracted from your enjoyment; we strive to communicate any changes to our amenities promptly and clearly. We are always grateful for feedback and suggestions from our recent guests and will certainly keep your comments in mind for the future.

We hope you will return for an improved experience in the future.
Kind regards,

José Luis Saíz
Director General / General Manager

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marcelwg loonen

il y a 2 weeks sur Google

3/5
Location top
Room ok
Staff good
Clean/hygiene room bad!
Shower not cleaned in a whole week i was there!!
Very loud on the the floor,cleaning staff very loud from 0800..talking and screaming with eachother..havent slept good after 0800 every day!!!
Review 2024-05-19 18:51:58

Dear Marcelwg Loonen,
Thank you for this review about your stay with us at the Hotel El Puerto by Pierre & Vacances.

We are delighted to hear that you found our location to your satisfaction and that you had good interactions with our staff.

However, we regret to hear about your experience with the cleanliness of your room and the noise levels from our cleaning staff. Please rest assured, we are committed to providing a comfortable and clean environment for all our guests. We have a rigorous daily housekeeping schedule, and it is concerning to hear that this was not reflected during your stay. Additionally, we understand the importance of a peaceful environment and we will be reviewing our staff's protocol to ensure that noise is kept to a minimum during their morning routines.

We are glad that the overall room and amenities met your expectations, and we would like to thank you for acknowledging our staff's efforts to provide a good service. Your comfort and satisfaction are of the utmost importance to us, and we truly hope to have the chance to demonstrate our high standards should you choose to stay with us again.

We hope to have the opportunity of welcoming you back in the future.
Best regards,


José Luis Saíz
Director General / General Manager

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