Servigroup Diplomatic Hotel

Great long weekend stay here with a group of friends (14). Location great , near the start of Old Town.Nice choice for breakfast, good restaurants close by . Staff very friendly and helpful . Would definitely stay here again

First impressions were very good. The hotel looks fantastic when you first arrive and check in, and the restaurant is definitely one of the positives. There’s a very good selection of food and plenty of choice at breakfast, so you’re certainly not short of options. Unfortunately, the room was where the experience really fell apart. We were allocated a room directly above the service entrance. From around 6:00am every morning, we could hear staff moving trolleys in and out, with the noise continuing throughout the day. Being woken up by the sound of trolleys being dragged around first thing in the morning is not what you expect when you’re on holiday. The view from the room was also extremely disappointing — essentially just looking at a wall. Based on what we saw, I’d strongly recommend asking for a second-floor room overlooking the poolside if you want a decent view and a better experience. The difference in room location appears to be significant. The daytime staff, to be fair, were extremely friendly, welcoming and helpful, and they deserve credit for that. Unfortunately, the experience with the night staff was completely different. The bloke working at night was extremely rude, unhelpful and came across as if he simply didn’t want to be there. His attitude was a real contrast to the friendly service we received during the day. Overall, the hotel looks impressive and the restaurant and daytime staff are definite positives. However, the room location, early-morning noise and poor attitude from the night staff significantly took away from the stay. If you’re considering booking, my advice would be to make sure you request a second-floor poolside room and avoid rooms above or near the service entrance. Otherwise, you could end up paying for a nice-looking hotel and spending your mornings listening to trolleys instead of enjoying a lie-in.

The staff were very helpful with my Autistic son before arriving assisting with room location. Sadly a couple of very poor communications from staff spoilt what was a good stay on the last day. The hotel was well aware of my son’s disability needs, yet we were slightly late checking out today met with an aggressive banging on the door. The cleaning Manager was ever so rude and I felt she had a lack of patience with us being English guests, as I note there seems to be a difference with how Spanish guests are treated v English with the hotel. The lady launches into an abrupt rant about 12.00pm check out, we were 15 mins late etc. I explained about my son’s disability and she didn’t apologise for her behaviour an absolute lack of inclusive awareness for hidden disability challenges. Also, note that the cleaning staff did not need to clean the room one day during the 3 days stay. I recently stayed at the RIU in Madrid who were 5 stars assisting with all my sons needs, very polite and helpful during the whole stay. The reception woman today also did not apologise for the staff members behaviour even though I repeated back to her that being rude to paying customers is not acceptable (She agreed with me) I would say a special mention to the lovely Frank who had worked here for 30 years who checked us in. My advice to these staff members who have poor customer service communication skills is take some learning from Frank who absolutely understands the importance of customer service. The upshot to this experience is Service group have lost 4 customers here and I was bringing a group of 20 people here next year for a 50th bday. We will now find a hotel that appreciates disability inclusiveness and more so welcomes English guests. We won’t be returning on this basis.