Portaventura Hotel Portaventura

Unfortunately, our stay was far below expectations. The biggest issue was the persistent unpleasant smell coming from the air conditioning. We were moved to another room the following day, but exactly the same problem existed there as well. Communication was also difficult, as many members of the staff spoke very limited English, making it hard to resolve even simple issues. On several occasions, we felt that our concerns were not taken seriously, which was disappointing. The problems appeared to go beyond individual employees. The overall impression was of a hotel suffering from poor maintenance and a lack of proper management. The condition of the building, the air conditioning system, the swimming pools, and several common areas suggested that the property is not being maintained to the standard expected from a PortAventura hotel. The only people who made a positive difference were the reception team, who genuinely tried to help, and the staff at Saula Café, who were consistently friendly, professional, and welcoming. We are frequent theme park travellers and visit theme parks every year. Unfortunately, this was one of the most disappointing hotel stays we have experienced. We sincerely hope the management invests in improving the facilities, maintenance, and overall customer service, as the hotel has great potential but currently falls well below expectations.

First the reception, got here at 10am and the the line at the reception was long and slow. We had a full board package with 2 days of tickets and fast passes. The person at the reception explained that everything is connected to the room key and the QR code on it, including our food at the park and the fast passes. However, 1 hour later at the park when we tried to use it, turned out there is a separate fast pass ticket required which we were not given. Nobody at the park was willing to help, long line at the customer service and they sent me back to the hotel to get it resolved. 2 hours wasted. The hotel offered me 3 drinks as a compensation. Half the self-service food places which are part of the package in the park did not work. Nobody mentioned that either. So again, we wasted a lot of time to find a place to eat. We had trouble there as well because you need to Order through special QR code but the app was not loading on our phones. So More frustration and language issues with the park employee but finally we got it solved. Rooms are very dated, as we walked down a very long hallway of the ground floor, the carpets were stained, covered with dirt, all door corners were cracking with white spackle on the carpet, room smelled of wet cement and dust. They are trying to reproduce the American amusement park experience but forgot about one key aspect of it - the customer service. It is vertically non-existent, especially if you don’t speak Spanish.

Since the first night, it has been a complete disaster. At 11:30 PM, water started pouring from one of the halogens; from reception, they moved us to a room for disabled guests. Upon entering the bathroom, there were hairs in the drain; we informed reception, and they said they would send someone from housekeeping, but since it was so late and we were so tired, we asked them to send someone in the morning. When we got into bed, the sheets were stained with blood!!! We called reception again (it was after midnight), they compensated us with an express pass for 10 trips and moved us to another room for disabled guests, much smaller than the first one we had, with no terrace and a view of a hedge... we let the night pass because it was very late, and in the morning we requested another change since we did not want to stay in a disabled room, especially not in that one where we had no place to put our suitcase. They told us that they would call us throughout the morning to make the change, but the call did not happen. When we returned to the hotel at 8 AM, reception knew nothing about our request... the receptionist who had attended to us the night before (charming, by the way) went out of her way to find us another room, but the one they found smelled terribly bad (even the bellboy who accompanied us was extremely surprised by the smell). Another change, and once again to another disabled room, which was the main point of my complaints... Finally, they gave us a large room, with a terrace and very comfortable, and they compensated us with an express pass and some chocolates and water, as well as an apology card, but we had already lost the time we had reserved for the pool. On the other hand, we lost the accumulated points from our purchases because at reception they told us that the transfer to the new room would be done in the park, and in the park, they told us it would be done at reception... And to finish, we made a purchase at the park store on the last night; the lady at the store told us that the card reader was not working well and that the charge had not gone through (on my card, charges are made later, two days later, so even if I check my account, the charge could not appear). We left the items and repurchased them the next day. Later, the charge for the first purchase appeared on my card... I am currently trying to resolve it with the park via email and phone, without having achieved anything yet.