Santa Ponsa Pins

Positive points are comfy bed, great breakfast and till 12 noon which i loved, good balcony, clean towels and bed made every day, there is a lift and our room was ready when we arrived at lunchtime. Only negatives are we went to bar when we arrived and no one was there to serve us, we had to find someone. Pool bar was completely closed so made pool quite quiet so felt we had to go to beach every day. Step ladder going in to pool made a noise, was scared to use it incase I woke up people sleeping by pool ( 2 men sleeping). Not alot around hotel to go for cocktail or food as pool bar closed. Overall had great stay but with pool bar closed would have made pool a lot better.

Our stay at this hotel has unfortunately been one of the worst experiences we have had in accommodations of this kind, especially considering the price paid: between €130 and €170 per night during our stay from June 13 to June 16. Before our arrival, the hotel itself requested that we indicate our approximate check-in time. We selected the time frame of 10:00 to 12:00, and even organized our flights to arrive within that time. However, when we arrived at the hotel around 10:45 in the morning, we were informed that it was impossible to access the room and that it would not be available until between 14:00 and 15:00 hours. This forced us to wait more than three and a half hours without any alternative or compensation. If there is truly no possibility of entering before 14:00, it is incomprehensible that the customer is asked for an arrival time implying that they will be able to access their room within that time frame. From the very first moment, we received unprofessional treatment from a blonde receptionist, whom we believe was named Olga. On several occasions, she spoke to us condescendingly, as if our questions were absurd, creating a constant feeling of discomfort and that our complaints were of no importance. As customers paying a considerable amount for the accommodation, we expect to be treated with respect and courtesy. During check-in, we had to pay the tourist taxes again. Upon reviewing the documentation of our reservation made directly through the hotel’s website, we noticed that there was an amount of €19.80 associated with these fees. For this reason, we politely asked whether they were already included or if they were being charged again. Instead of receiving a clear and professional explanation, the response was mocking and accompanied by smiles and gestures that made us feel ridiculed for making a simple inquiry about a financial charge. The problems continued upon accessing the room. The television did not work from the very beginning. We went to the front desk to report the issue, and they assured us that maintenance would come the next day. However, no one showed up. The next day, we reported the problem again, and once more, we were told it would be resolved. It did not happen either. By our third day of stay, we still had no television and had to request assistance for a third time. At that moment, we were informed that they had not been able to access because we had placed the "Do Not Disturb" sign, something that did not justify why no one had contacted us or informed us of the situation beforehand. Moreover, that sign was only displayed between 8:00 and 10:00 in the morning while we remained inside the room, so there was more than enough time during the rest of the day to carry out the repair or at least to inform us properly. Finally, after several persistent complaints and after three days without having a service included in the room for which we had paid, the maintenance staff came to check the problem. In other words, the issue was only resolved after multiple complaints and constant insistence on our part. To further worsen the experience, during our last night, we observed a very concerning problem related to the hygiene of the room. Upon waking up in the morning, we both had numerous small bites and irritations spread across different areas of our bodies, accompanied by intense itching and a burning sensation on our skin. We do not know if it was insects, mites, or another similar problem, but it is evident that something was not in proper condition in the bed or in the bedding. After a stay at this price, encountering such a situation is completely unacceptable and raises serious doubts about the cleanliness and hygiene standards of the establishment. The most disappointing aspect of the entire stay was not only the lack of solutions to the problems but also the attitude displayed by the front desk. Instead of listening to the customer, offering apologies, or seeking solutions, we received evasive responses, continuous excuses, and an attitude that on several occasions we perceived as mocking and disrespectful. For all these reasons, we consider that the value for money has been very poor. When an establishment charges fees at this level, a minimum of professionalism, customer service, and ability to resolve issues is expected. Unfortunately, our experience was marked by long waits, unresolved problems for days, doubts about the cleanliness conditions of the room, and treatment that was far from what any guest should receive. We would not recommend this hotel and, certainly, we would not stay there again.

Myself and my friend stayed at this hotel from the 11/08/25 for 4 nights. The only was in a good location, just a short walk from the main hustle and bustle of the town. The room was clean and staff were lovely. The main breakfast area wasn’t very inviting but the breakfast options were good. The coffee machine was a bit lack lustre and the breakfast room would still be stacked full of dirty plates until early afternoon. Despite this we enjoyed our stay and it made for a good base for our holiday.