Gran Palas

I loved the rooms, the location was perfect and the balcony and pool area were amazing! We had 2 massages which were good

I rarely leave reviews that are negative but it really annoyed me and I feel it is worth bringing this to attention. When we arrived we were told the room wasn’t ready, which was fine. But 2 hours later it still wasn’t ready. We had travelled from Barcelona for one night, so it really delayed everything we wanted to do. We asked repeatedly when the room would be ready and the receptionists just kept saying 5/10 minutes and this went on for 2 hours, so felt like we wasted the day sitting in the reception. Eventually we decided to just go to the pool and enjoy the day, once we got there realised the spa had the towels. So I ran up in my bikini to get 2 but was told I needed to trade my key card, when I explained it’s receptions fault I don’t have one and asked if she could call reception to confirm my booking to get towels she said no. I had also booked half an hour before this 2 massages at a cost of around €180/200, so I can’t understand how that didn’t confirm I was staying. The spa receptionist told me to go to reception (in my bikini) to get my room key over and over despite me explaining the room wasn’t ready. I felt the staff really let the hotel down. For a 5 star hotel the check in process should be smooth and if it’s not you should be given true information and kept updated on the room status. Throughout nobody apologised for the incompetence and inconvenience, we didn’t let it ruin our trip but they could have and should have been a lot better in customer service.

Location was not the best. Foe such a big hotel, Having 1 or 2 people in the reception means every time you need anything you have to wait. For the price, room amenities were not sufficient.