Magna GA
Delighted to have booked a stay here following glowing reviews from family who visited a year prior. Sadly our expectations weren’t met. We were greeted coldly by reception staff who didn’t explain much, asking a guest who had visited prior to explain everything to us. The welcome staff and waiting team at breakfast were truly amazing always serving with such warmth and grace! The service from Helios was applying and after mixing up my order alongside a lack of care following this error I was truly put off from eating there that evening.
The burgers from the pool bar are truly sensational, a must try!
Ants present in the room so be mindful. Drinks flowing around the pool from very friendly staff who may well have been overworked with a few drink orders mixed up and/or forgotten. Considering we visited after glowing reviews, it seems the service isn’t the same as it was a year prior. Has potential to be better than it is.
Kate Bond
One of the best AI we have visited, and we went to a few! It is on par with Siau Ibiza. We had such a lovely experience last year and Jessica made us the best cocktails. We ended up going gaucho every night because the food was so good. Helios served delicious octopus for lunch, which we have enjoyed too.
I have booked a trip to TRS Mexico, with high expectations, but the food and drinks (even pool towels) didn’t even come close to this one - we have still enjoyed the Mexico hotel though because the staff were so helpful and the butlers really do everything for you.
I would definitely come back, as I’m a big fan of the TRS franchise 😆
Ana Lumikot
We recently lived in the Sunset Junior Suite on the 2nd floor for a week. Very strange impressions, rather negative.
We arrived at midnight due to a late flight, and a bunch of tourists were brought in front of us, so the check-in took more than an hour (!). When we finally got the keys to the room (one key didn't work and had to be replaced), we were horrified - ants were running on the floor (!), and the room itself was dirty with huge sticky stains on the floor and table. Reception literally shrugged his shoulders and sent us back to sleep, we had to kill ants with slippers. In the morning, the situation was reported at the Reception, they upgraded the bracelets to blue (Premium drinks included) as compensation and ordered the room to be cleaned. The floor was swept, but I don't think they washed it, or they washed it badly, because the stains were never wiped off, we had to do it ourselves. The ants also ran around periodically throughout the week.
The room itself is dull, dusty, shabby, with fingerprints on the walls and mirrors, outdated furniture, stains on the curtains, a dirty refrigerator, and windows. The shower was clogged, there was an unpleasant smell coming from the sinks and water also leaked badly, so we had to ask the reception to clean it. Usually, I'm fine with minor inconveniences in the room and can turn a blind eye to some shortcomings, however, here, the level of dirt and unkempt in the room exceeded the limits.
In the middle of the week a hurricane came, the wind tore off the roof plating and huge iron sheets fell on the paths, it was good that it was at night, otherwise it could have hurt someone during the day.
One day we went to Helios restaurant for lunch, we were seated in a corner overlooking the bar outside (next to the large pool), I could see the customers coming up to the counter and grabbing drinks. At one point, a pretty posh girl in a swimsuit came up, and when she left, the waitress mimicked her gait, and the rest of the bartenders at the bar began to laugh. This is SO inappropriate.
Tasteless cocktails (especially daiquiris) at the rooftop bar, but at least there is a beautiful view of the city and the sea.
In general, the hotel is not bad, but these disadvantages greatly spoil the impression - poor cleaning in the rooms, shamelessly long check-in, indifference and lack of engagement of the staff at the Reception, and paid parking.
Pros - there are good restaurants and the food is quite tasty and varied, polite and helpful waiters (kudos to Fernando!). Although I didn't like the food in Helios, it was just not tasty, especially in the lunch menu, and the atmosphere itself was uncomfortable. Nearby, there is a small picturesque beach - clear water, no waves, it is very pleasant to swim. Special thanks to the Team for the birthday greeting that we found in the room (a card and a cake). Nice touch.
Not sure we'd like to come back.
Adrian Scherma
Beautiful hotel in a wonderful location right on the beach.
Unfortunately the service and the housekeeping had serious deficiencies. Rooms were not made up until 4-5pm each day which is unacceptable as people want to go back to their rooms for a rest or a swim (we had a pool room) after lunch. Despite having signature level, our minibar was not refilled and we had to constantly ask via phone and WhatsApp. On day 3 it was finally refilled. Our soap in the shower wasn’t refilled. Our toilet leaked a lot of water and each day housekeeping simply dried the floor but obviously did not report or fix the problem. Poolside service at the IO bar was atrocious, with the wrong order brought to us every single day, and on day 3 the wrong lunch was brought to us 3 times!! Staff were laughing and joking amongst themselves and not working with the slightest sense of urgency.
Normally I don’t expect perfection but this is a 5 star hotel and a signature level pool room cost 800 euro a night - for this price I expect a lot better than what we got.
On the upside, rooms were lovely, food was of a high quality and the drinks (when they were actually delivered to us) were nice. Gym and spa were good and the beach was stunning. Just need to work on housekeeping and service.
neel
Travelled at the start of October for 5 nights.
Simply brilliant! Such a beautiful hotel. Staff are extremely helpful and attentive.
Food was out of this world, 2 very good restaurants. The buffet restaurant is like no other, with al la carte dishes served for breakfast, lunch and dinner. Drinks were also to such a very high standard.
Such great fresh food used throughout! Really great hotel! Spacious room with great amenities. The infinity pool is also a great touch!
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