5 star product, 3 star service
This newish hotel is very well finished in most respects; the bedrooms are superbly furnished and the bathrooms are well appointed and spacious. The restaurant ( Los Arcos) had a pleasant atmosphere and we never experienced any queues, the breakfast food was always fresh and appealing with a wide choice.
The down side was;
1. No pool service.
2. The hotel shop was closed during our stay and judging by the lack of fixtures it had been for some time.
3. The pub called Somewhere Else was exactly that since it was closed during our stay.
4. The security locks worked one day but not the next, very frustrating if you then had to walk all the way back to reception to get in or out of the hotel
5. Despite an e- mail reminder they forgot to provide a cake I had requested for my wife's birthday
6. On one occasion the bedroom sheets had what appeared to be dried blood on them..
7. The ice machine on our floor ( 5th ) did not work and when I reported it I was advised to use one on the 4th floor and that it would be repaired immediately, the 4th floor machine did not work either so I was advised that they would be fixed straightaway, this was on day one, at the end of our weeks stay, they were both still out of order..
8. There were errors on the bill which were straightened out efficiently by the receptionist Natalia, one of the few examples of good customer service we experienced.
9. None of the advertised activities were in use during our stay.
The summary is that because of what in themselves are minor faults that could be quickly rectified the hotel which is a fine product but very understaffed is being totally undermined, if it's any consolation we heard similar reports of the near by Elba hotel which also built the Sheraton.
Trying to be a five star
A beautiful hotel,spacious rooms, lovely shower, all rooms with seaside.
It has everything there to become a 5 star, very friendly staff, but none of them seem to have the power to change things when called for.
When problems arise, the manager has to be called, then the next, untill finally you reach the person who decides, but this takes a lot of frustrating time, we would have loved to spend differently....
1 we booked 2 connecting rooms (travelling with small kids), however , this was not available, we were offered a junior suite.However, we booked this trip specifically for those 2 rooms, so this became quite an issue.
It was corrected eventually!
2 we asked for the 3rd room to be as near as popssible.This resulted in a room which couldn't be more apart from the other, it was exactly on the opposite side of the hotel,(both being on the end of a building....)
This was corrected by a very sweet lady at reception, the next day.
3 In the a la carte restaurants, the food served was not even warm, our kids chicken was even raw.(This both happened twice!!)
4 the shower in our (elderly)parents room was broken, it only got boiling hot water. After a few days complaining, it was decided it couldn't be fixed (however nobody felt like communicating this to us...)
So we complained again, and we were told the hotel was full.....
Complained again, and again, and finally suggested they could compensate it slightly with a ticket to the spa.....
Which they gave us.
5 the kidspool was extremely cold, no kid wanted to swim in that, a shame really, since it's a lovely pool.
6 Our bill showed various items we had not had, but this was dealt with efficiently.
7 some of the long hallways were very dark, not enough light, even scary at some areas.
8 breakfast is served from 8 - 11. Should you wish to have breakfast earlier, in our case at 7, it could be brought to your room , with extra costs!Which I find ridiculous!
The positive things were:
the very friendly staff, the beautifull rooms, ant the perfect breakfast!
Our conclusion is, we will not return, we think this hotel has some problems to deal with first, maybe other management, because we thought, with these beautiful rooms, and friendly staff, how could you lose?
Well, I am afraid, they lost us.
We will book a real 5 star hotel next time.
beautiful hotel- shame about the service
My husband and I stayed there 18th to 25th April 2007. on arrival our first impression was wow! The reception staff were not exaclty welcoming and took forever to check us in. The rooms are gorgeous -however there is a lack of information about the facilities eg. restaurant times sample menus - no spa info on therapies cost etc. Reception had no knowledge of this either and did not offer to find out (that was the problem) The pool rest/cafe was lovely but if you were lucky enough to be served the food was not great and certainly not cheap. The variety of food for breakfast was excellent but again we never had a waiter come near us to serve tea/coffee and ended up having to go and get our own tea and put milk in a cup as there were no milk jugs- not enough staff on. It was such a shame as this hotel is really lovely. We realise as it is quite new there are always a few teething problems but the enthusiasm seemed to have been sucked out of the staff. Get it together Sheraton!
We have just returned from the Sheraton and had a wonderfully peaceful week. There is hardly any entertainment at the hotel which suited us really and the hotel was only partly occupied therefore there were no issues securing sun beds etc. The rooms are wonderful, particularly the bathrooms and the beds. It would have been nice though if the Hotel could arrange for a couple of English language channels as there was very little to watch unless you enjoy sport.
The food was always freshly cooked in the buffet restaurant and you could chose from a selection of fish or meats to be grilled as you waited. I do wonder how this will work when and if the Hotel is ever fully occupied. The vegetables were not always very hot but there was reasonable choice. The highlight every evening was the desserts - delicious, especially the creme de catalan.
Breakfast was good with freshly squeezed orange juice, fruit and the usual choice of hot or cold breakfast. Some mornings the service was very poor and we had to ask for coffee on several occasions. I think this is due to the lack of staff in the hotel.
One thing that did disappoint us was the lunch service and the lack of choice in the restaurant. There was no buffet lunch and the a la carte menu did not change all week. I think it would benefit from having daily specials as it got very samey at the end of the week.
The bar was fairly quiet in the evenings - probably due to the price of the drinks - but with only one barman this became difficult for them to manage at times. We stayed on an all inclusive basis so as you can imagine we got to know the bar staff fairly well. Special mention to Jasmine who was an absolute delight and always had time for a laugh and a joke with us.
The bottom pool was cold but the two pools further up were slightly heated. All in all we really enjoyed our stay there and the staff could not have done enough for us - Signor De Napoli was especially friendly and always took the time out to ask us how our day had been. We would definately considering visiting this hotel again in the future.
Not for families ith chidren over 5
We have just returned from a fortnight all inclusive at this hotel. we had with us our three children aged 15, 12 and 8.
Rooms were superb - we were in interconnecting rooms near the piano bar. the finish and detail in the rooms was very good
Food - the food in the buffet restaurant was very good - towards the end of the two weeks I got a bit fed up but that happens anywhere when you are all inclusive - was not impressed by the El Faro a la carte menu and very little there for the kids - after that we did not risk the asian restaurant
staff - given the bad comments about staff last year i assume the hotel have done something - the majority of the staff were friendy helpful and efficient - service was not always immediate but that to me is the way in hotter countries- a lazier and slower pace of life
swimming pools - were great - yes two are salt water and one is unheated but we enjoyed them all
Entertainment/activities - there was none - this was in the sovereign brochure under the family selection - in my view it should not be - there is a club for small children/toddlers up to the age of 6 or 7 but after that nothing - at nightime there was little else except a pianoman/singers or very adult flamenco dancing
Spa - i felt the use of the spa should be included in the all inclusive but it wasn't - you had to pay 22Euros per day
Mini golf - again you had to pay 4 Euros per round - should be included
The resort calete de Fuste - small okay but again very little going on - there is a friday market but unless you want fake designer bags, sunglasses or your hair braided don't bother. there was also a lot of jewellery not of a high quality and at expensive prices
only 50% of the time did we get the right number of towels in our room
the hotel was gearing up for a full august and the level of service increased throughout our stay - at the price we were paying it should have been high all the time
the bar someplace else was closed until 2 days before we left
when people say it is windy trust me it is windy!!!
If my husband and i had gone on our own for a quiet and restful break I may be raving about it. It is the most we have ever paid for a holiday by a considerable amount (£4000). It was unfortunately not worth it. If it is going to advertise as a family hotel they should do more about activities and entertainment.