Cinco Plazas

Currently staying here just now and no complaints rooms cleaned and towels changed daily staff great especially the life guard John Peter wow he is truly an amazing man who does his job so well and you watch him keeping an eye on all the kids in the pools constantly I feel so safe letting my autistic daughter in the pool with him there I hope he is getting paid well.

We stayed at Grupotel Cinco Plaza for 10 nights, and unfortunately the final three nights of our holiday were completely ruined by what appeared to be a bed bug infestation and, in our opinion, an extremely poor response from hotel management. On the night of Tuesday 22nd September / morning of Wednesday 23rd September, while staying in room 3143, we discovered what appeared to be bed bugs. We had marks/bites all over our legs, arms and back, which we photographed and reported to the hotel. What followed was incredibly stressful. We had to repeatedly follow up with reception throughout the day regarding the situation, and eventually we were moved to another room. However, by this stage we only had a couple of nights remaining of our 10-night holiday, meaning a significant portion of our final days was spent dealing with this issue rather than enjoying our holiday. The biggest concern was then making sure we did not bring bed bugs home with us. We had to take extensive precautions with our belongings and luggage, including having clothes laundered and dried, treating our belongings and leaving our suitcase outside rather than bringing it directly into our home. This resulted in additional expenses and a huge amount of time and stress. We also had to purchase treatments and other items from the pharmacy because of the bites/marks and the concern surrounding the situation. We explained these additional costs to management and asked that, at the very least, these expenses be covered. This was refused. We were not even offered reimbursement for the pharmacy costs we had incurred as a direct result of the incident. What made the whole experience even more disappointing was the way our complaint was handled. We were told that we would have to wait until Friday to speak to the manager. When Friday came, we spoke with the assistant manager, who was extremely unhelpful. There was no meaningful apology, no genuine acknowledgement of how seriously this had affected our holiday, and no offer of compensation or even a gesture of goodwill. We explained the additional costs we had incurred, including the pharmacy expenses, laundry and drying costs, and the measures we had to take to avoid potentially bringing bed bugs home. Despite this, we were left feeling that the hotel simply did not want to take responsibility for the situation. We completely understand that unforeseen problems can happen in hotels. What matters is how a hotel responds when something goes wrong. Unfortunately, the response we received was just as disappointing as the incident itself. We had paid for a 10-night holiday, but the final three nights were overshadowed by bites, worrying about bed bugs, repeatedly dealing with hotel staff, arranging laundry, treating our belongings, worrying about bringing them home and incurring additional costs. Instead of being able to relax and enjoy the end of our holiday, we were left stressed, uncomfortable and extremely disappointed. The lack of empathy from management was particularly upsetting. We were not looking for anything unreasonable — we simply expected the hotel to acknowledge what had happened, apologise properly and help with the costs that we had incurred because of the incident. Even our pharmacy expenses were refused. Unfortunately, based on our experience, we would not recommend Grupotel Cinco Plaza. The way this situation was handled has completely overshadowed what had otherwise been a holiday we were looking forward to. A hotel can recover from a problem. It is much harder to recover from making a guest feel that their problem doesn’t matter.

My wife and I returned a week ago and are already looking at coming again next year! We stayed in a 1 bedroom apartment on the ground floor and there was plenty of space for the both of us, the apartment had everything we needed, microwave oven, hob, utensils, pans & plates. We were impressed with the amount of storage space available for our clothes. The apartment was clean and the staff were always around and always busy. Yes the “main” pool is missing tiles like a lot of the reviews say but to repair them tiles the hotel would need to close the pool and being a year round destination not sure how they can do that? Yes there was “sunbed wars” everyday but that’s not down to the hotel that’s down to the guests, there was always enough sunbeds and parasols for all that needed them and if you couldn’t find one the lifeguards are more than happy to help you, all you need to do is ask politely. Location wise was excellent, 5min walk to the strip with a good few bars along the way to help keep you hydrated.