NEPTUNO HOTEL & SPA ^{* * * *}

Hotel con mucho encanto, excelente ubicación cerca de la playa y zonas comerciales, su personal muy amable y simpático. Su Spa me encanto, los masajes increíbles, itziar y tatiana de 10.

Todo muy bien excepto que no pude comer carne en el bufet porque se hace en la misma plancha que el pescado, todo junto en el mismo sitio... No tienen en cuenta para nada tema de alergias en este hotel, el viernes ni siquiera había carteles que dijesen que era cada comida... Hacia mucho tiempo que no veía algo así.

Bon accueil à l'arrivée
le buffet laisse a désirer Très peu de choix
côté bar la serveuse nous a servi un vigin mojito sans alcool
très médiocre que nous n'avons pas consommé à 8€
Nous avons voulu manger au bar tiramisu grosse déception guacamole et pizza très moyen portion généreuse pour les patatatas bravas
Ensuite massage très bien ???? merci aux deux masseuses très professionnel
Attention !! toutefois au spa le fond de la piscine jacuzzi est gluant et glissant
Bon rapport qualité prix
Rester discret ont entend tout
Hôtel propre à

Nous sommes arrivé en couple pour un séjour d'une semaine dans cet hôtel et honnêtement c'est la première fois que je vois un hôtel 4 étoiles avec un service aussi peu professionnel. L'établissement en lui même est très jolie la chambre également. Quand nous sommes arrivés c'était propre mais ensuite il y avait plus de ménage durant le séjour on refaisait seulement les lits. Malgré la gentillesse du personnel de la réception excepté de la chef de réception "Svetlana" qui ne sait pas s'adresser au clients correctement. Nous demandant de payer des choses qu'on a déjà payer, nous repondant de façon peu agréable. On vient demander quelque chose à la réception on nous demande si c'est pour le check out même pas un bonjour. On se sent mal accueilli et on ressent bien la priorité à l'argent plutôt qu au service client. Décevant d'avoir payer un bel hôtel pour ce genre de service. Malgré le geste d'avoir offert un accès spa c'était pas suffisant avec tout ce qui c'est passé. Mise à part cela le service petit déjeuner était parfait.

We stayed 6th - 11th April. Half board.
When we arrived we were told all the important information, also that we were entitled welcome drinks.

We were allocated the wrong room as it had been downgraded from what I had bought. Went back downstairs and this was rectified however I would have thought they would have pre allocated people rooms prior to their check in.

When we got to our room within 2 hours, the toilet flush button had completely fell off the wall and meant we couldn’t use the toilet. When we alerted a member of staff, they said it would be not until about 7pm that it would be fixed. So between 4 and 7pm.. we had no facilities in our room to use the toilet unless we wanted to block the toilet. We both suffer with bowel issues, so going downstairs 5 flights proved an issue.

Another thing to point out is that the rooms are not cleaned to a 4* standard. The floor is tiled and in between the tiles there is dirt, some of the tinted paper in the bathroom is peeling off meaning other people with you can potentially see you taking a poo if they really wanted to. The phone in the room doesn’t have a directory. Further investigation you can find this on their website but why should I have to do that? Due to no clarity to when exactly the man would fix the toilet, I had to prolong my wait for a shower with the fears he would just let himself in. Although we were told he wasn’t on duty until 7 they said there was a possibility he would be here sooner.. it turned out to be around 7pm he arrived but the lack of clarity made our first night stay a bit of a shamble.

After that whole ordeal we were excited to get welcome drinks..and dinner there is a possibility that reception did say the bar to us when we arrived however this was lost in translation potentially due to the fast pace of their speech and language barrier. So when we went for dinner, we asked for 2 fantas. They got them for us and half way into our meal we were asked to pay the bill. We said we thought these were welcome drinks? And the lady then said yes yes I understand that’s fine. So that was then left, and from our understanding that was the end of that situation.

But the next day, half way into us stuffing our faces with breakfast we were asked to pay the bill from last night. We were confused and the lady in question continued to apply the pressure saying you need to pay while we are still trying to swallow our food. I said that I will speak to reception to clarify this and at first she didn’t accept this but after repeating it again she then said okay.

This was rude and bad customer service. She had so many other opportunities to discuss this with us as we had arrived at breakfast 15 minutes early and were stood outside and she had saw us so no excuses as to her interrupting us.

The food at the hotel was sub par most days, they had a good selection at times but the food was ALWAYS cold. It made me weary to eat any of the meat with the fear it may have become contaminated due to the food temp. The chips were oily and soggy, the pizza was cold and hard.. I’m not too sure where the use of food lamps are but I suggest investing in them. I have worked in breakfast and dinner buffets before and if I had allowed all the food to go cold on my watch, I would be out.

The signs for the food were not all readily available, some missing signs and some signs misleading as they were not places next to the dish but instead between two similar looking dishes. When I did decide to venture out and have some meat one night, the signs for pork were not placed correctly and I instead ended up eating veal which I was not impressed with considering I am very conscious of the meat I eat.

Overall, not 4* hotel. The swimming pools are freezing and the spa pool is oily and greasy at the bottom making me wonder the last time it was cleaned. A group of teenagers were also causing mayhem, running up and down the stairs screaming and pressing every button on the lift meaning one night our journey up to the 5th floor took 5 minutes instead of 1.