As a treat for my Husband and I we booked for Christmas eve and Christmas Day 2019. This was one of the worst hotels we've ever stayed in terms of service and staff. I booked well in advance and a lady contacted me in relation to food and beverage and spa treatments. She sent me a menu for the Christmas Eve and on receiving it I advised it wasn't for us. My reply was asking if there was anything open nearby or alternatively at the hotel. She replied that she'd check but never did!! Consequently we still came and checked in with the miserable man on reception. we had a look round and it looked amazing with all the spa facilities and restaurants to choose from. I booked some spa treatments for Christmas day. We decided to have a walk up to the town even though we'd not had a response from the lady that messaged me. Unfortunately nothing was open for dinner so we walked back to have dinner in another hotel venue. Nothing was open. and disappointing was not the word. So I rang for some room service food and there was just a recorded response from a lady in Spanish. Undeterred I popped down to reception and the miserable and rude receptionist was very unhelpful....no food available and no drinks!!! Consequently we went to bed very thirsty and hungry. We were extremely angry as we were never told that Christmas eve nothing was open apart from a set menu we didn't like or want to eat. The following morning we had a horrible breakfast and decided to leave and not stay for the following night as the staff and service was appalling and rude. I went to reception to check out and was told that I had to pay the 2nd night as I'd booked through a booking site. They would not give a refund despite our complaints even after speaking to a rude lady on the phone. they even had the audacity to charge us for parking and would not release our car until we paid for both nights. A nasty set of staff in a beautiful hotel. I will never come back or recommend this place. No communication about facilities over Christmas and it totally ruined it. Consequently we had to find another hotel at an extra cost because we were treated so baddly and not made welcome.
How this hotell could consider themselves as 4 star is incredible.
2,5 maximum 3 stars.
The hotell is old, have very noisy room on the first floor as they are 1 meters from the road outside.
The rooms have very thin walls and you hear everything from your neighbour.
The check in took for ever, the clerk explained EVERYTHING to a Spanish couple in line.
The breakfast is average, please don't call it bacon when it's ham.....
Cold rooms and an AC which were very noisy when having it on "heat".
Took a one night package including breakfast, dinner, access to pools and 2hr circuit and massage. Hotel clean and staff friendly. Jessica was a great help when we rang to book and spoke good English which was helpful. Told us to bring padlocks for changing rooms and flip flops. Robes provided by hotel however we also took ours as we used the spa facilities before our room was ready. Similarly once checked out. Breakfast very good buffet selection as was the "special " dinner. It consisted of 3 starters,
tuna salad, fish course , main,
dessert ,wine and cava. Was pleased also with prices of food and drink within the hotel and spa areas. We will return .
I’ve come to check whether it would be possible to come with my family next time. So this could hardly happen. My experience started with the accommodation. I chose hotel Termas as it’s the only one that is supposed to be 4* if I’m not wrong. Entering into the room I understood it’s a 3*, no way a 4*. The girl at the reception was absolutely indifferent,no smile at all. The room. Ground floor, a standard room. No balcony as it was shorn at the picture. Tiny room. You enter into the bed. Very old everything. Extremely old. Like from 70s. Then the food. I went to restaurant del Agua (next to the pool). By the forty from the reception I was told it opened at 20.30. I came and it was closed. The staff was eating on the retrace and shout out it was closed. Well. They changed the timetable. But the people at the hotel didn’t know... I came at 21.00. I ordered a salad with smoked salmon and fresh cheese... what came in was not fresh at all, it had the look as if it was just kept in the frodge for a couple of days already. The waiter agreed tat it comes directly from the fridge!! Just imagine. Like in Starbucks (but believe me much worse). I longed for Starbucks... the salmon was uneatable. I fed the cats around but they didn’t eat either..,
The same was for “croquets de sepia”. But I can assume it just tasted so. But the salad. It’s a shame for any kind of resort! I said to the waiter and he just suggested leaving my opinion. I did. They charged me the full amount of “dinner”.
Guys,sincerely, no decent guests will be able to visit you soon.
The pools themselves are fine (has nothing to do with the hotel) if you don’t expect much. The thermal water can not be spoiled. But better to look for some optional accommodation...
This hotel has wonderful Moorish tiles and style along the landings and stunning stairwell.
On arrival we were given a guided tour and then shown to our room. The rooms are a generous size, with ensuite , fridge and very large comfortable beds.
Breakfast was a buffet beautifully set out with fresh fruits, dried fruits and nuts, meats, fish, cheese eggs, cake and biscuits plus the usual cereals and breads. Well worth getting up for ! A real treat.