hotel Royal Oasis Club at Pueblo Quinta

I would like to provide feedback regarding the way my family and I were treated by your night staff member, Adrian, during our arrival in the early hours of the morning 03/07/2026. We arrived at approximately 3:00 a.m. with confirmed booking documentation from easyJet Holidays. Despite presenting our confirmation and despite the easyJet representative speaking directly to Adrian to confirm that our booking existed, we were refused accommodation. What was most disappointing was the complete lack of empathy and professionalism shown throughout the interaction. We were a family with young children who had just arrived after travelling, yet there was no attempt to help us or explore any possible solution. Instead, we were left stranded outside the hotel in the middle of the night. It was also concerning that, despite repeatedly ringing the bell upon our arrival, there was no response for some time. Adrian only opened the door after receiving a telephone call, apparently from easyJet or another party. This created the impression that our arrival was not being attended to appropriately. I also struggle to understand why we were told there was no accommodation available that night, yet we were informed the following day that we could return to the same hotel. This naturally raises questions as to whether alternative arrangements could have been made when we first arrived, particularly given the exceptional circumstances and the fact that we had valid booking confirmation. The situation escalated to the point where the police were called, despite us simply trying to access accommodation that we genuinely believed had been booked for us. This was an extremely distressing experience for our family and one that could, in my view, have been handled with far greater professionalism, empathy and customer care. I hope you will investigate this incident thoroughly and use this feedback as an opportunity to improve staff training, particularly in relation to customer service, communication and handling vulnerable guests during difficult situations.

This was out 3rd stay here, lo ely clean apartment every time. Good bar on site. The staff here go way beyond helpful, they are great.

We stayed here for a three-night break to celebrate two friends' 50th birthdays. There were 12 of us, split across five rooms, all booked independently through various booking agents and arriving at different times. Unfortunately, before we had even finished checking in, we were repeatedly questioned about how we'd managed to book the hotel. We were told they don't accept large groups and warned that if there was any noise during our stay, we would all be asked to leave. We hadn't even collected our room keys. We were judged purely on the size of our group, not our behaviour. Throughout the entire stay there were no complaints, no excessive noise and no incidents. We simply enjoyed our weekend and respected the hotel and its other guests. To make matters worse, our room wasn't serviced once during the three days. No housekeeping, no fresh towels, no bins emptied and no replenishment of basic items, which was disappointing. After returning home, I raised these concerns with the hotel. Rather than acknowledging our experience or offering any apology, they dismissed the complaint entirely. Expedia, however, reviewed the case and offered a £100 goodwill credit, recognising that our experience had fallen below expectations. Good customer service starts at reception, and sadly this hotel failed from the moment we arrived. I wouldn't recommend it to anyone travelling as part of a larger group, even when booking separate rooms legitimately.