S E
Mixed Feelings from extended stay (first review below) – Started Very Badly, Improved by two Persons, Ended Disappointingly Again
Updated Review:
After an initially very negative experience that nearly ruined our stay, the situation improved significantly thanks to two outstanding individuals – and then deteriorated again at the end.
We booked e-bikes through the reception (not third-party online). The external provider delivered them more than 30 minutes late, and when they finally arrived, the bikes were heavily rusted, unsafe, and frankly life-threatening (brakes barely functional, frames corroded, tires worn to the cords). When I calmly reported this at the front desk and asked for a replacement or refund, the responsible Front Desk Manager William immediately became defensive and aggressive. He accused me of having booked it myself (which was not true – it was booked entirely through his colleague at reception), raised his voice, and lectured me that I had been “disrespectful” because I had not said “please” when – after his unfriendly tone – I politely asked for his full name and business card (never recieved this information). The entire interaction felt unnecessarily confrontational and far below the standard one expects from a Sheraton.The atmosphere only de-escalated when Tom Denis (Manager) stepped in. He listened, apologized sincerely, took immediate action, and turned the situation around completely. His professionalism, empathy, and genuine care were exceptional – he is the reason we decided to extend our stay by another 5 nights and why we initially wanted to leave a very positive review focused on him and the excellent Carlos.Unfortunately, the final days left a sour aftertaste again.When we wanted to extend for one more night directly at reception, we were told – in a noticeably cold and uncooperative manner – that we had to book online ourselves. The staff’s tone and body language made it very clear that they were personally offended and had likely received criticism from above for the earlier incidents. There was no offer to assist, no warmth, no attempt to make up for the rocky start – just a cold “do it yourself online”.Additionally, the long-standing water damage in the corridor right in front of our room (large, visible bubbling and discoloration on the wall, looking like chronic moisture for months) was only addressed after I personally reported it – and even then only minimally. In a 5-star property, such obvious maintenance issues should not persist for so long.To summarize: The bikes incident and William’s confrontational attitude were unacceptable and potentially dangerous.
Tom Denis and Carlos delivered outstanding, heartfelt service that saved the stay.
The visible, chronic dampness in the hallway and the petty, cold treatment at the end when trying to extend left us feeling unwelcome again.
We wanted to leave with only positive memories – unfortunately, that didn’t quite happen.
Potential guests should be aware that service quality can vary dramatically depending on the shift and the person.3 von 5 Sternen – pulled down by serious safety concerns, maintenance neglect, and inconsistent staff attitude.If the hotel takes guest feedback seriously and improves these points, it could easily be a 5-star experience again.
Regards
Steffen
David Henderson
Everything was exceptional. Attentive staff, good food comfortable large rooms.
Amazing lido like set of pools with superb activities for all ages by attentive and friendly activities team. Just beside a sandy beach and an easy flat seaside walk to restaurants and shops.
I went with children and grandchildren and it could not have been more relaxed and enjoyable
Lisa Giddings
Overall we had a very pleasant holiday. We booked 2 deluxe Seaview rooms ( 346&347). Our rooms were on a shared terrace which wasn't really to our liking as our son has challenges so had to stop him wandering too far along terrace, ( hindsight should of made hotel aware of this ) , but we managed.
We went bed&breakfast, breakfast was amazing can't fault it .
Pools were amazing 2 Pools were warm the main big one wasn't, it was alot cooler but was very refreshing and didn't put any of us going in there.
Loved that there was no rush for sunbeds ,plenty of space .
We didn't have any of the meals at sheraton as they were pricey especially for our family of 5 . However we did have a lunchtime meal at the poolside restaurant but service was very slow for us and they bought my sons food out 10mins after all of ours. Food was OK.
Tip: hotel ask you to put a tab down when you arrive ( debit card )for expenses around the hotel as they charge everything to your room. We put down minimal as we knew we wasn't going to eating and drinking alot around the hotel . They will recommend 300 euros. Please keep hold of receipts as we were nearly charged for something we didn't have .
Overall we had a lovely holiday. I do think however this is a 4 star hotel rather than 5.
Jennifer McBeath
Our favourite winter sun hotel in Europe!
Just returned from our 16th holiday here since 2007, which speaks volumes for just how fantastic it is.
Staff are phenomenally good, food is consistently delicious, huge beautifully appointed rooms, gorgeous grounds, fabulous spa & 4 lovely pools.
Thank you to all the staff for making the Sheraton Fuerte feel like our winter home from home!
Ian W
We loved everything about this hotel. We always usually eat at local restaurants so we booked for bed and breakfast. The first nights walk to the local restaurants was very disappointing, really poor food options. Quickly realised that the hotel has everything you could want and the quality of food and options was fantastic, all the staff were friendly and happy. We upgraded to half board the next day. Great pools and location next to the beach. We will return on a half board basis and happily just stay aroind the hotel for a very relaxing and indulgent break
My Booking
