Very good service from Manuela and Julie during brunch, very attentive with everything and very kind

Definitely NOT a 5-star hotel I genuinely don’t understand how this hotel has a 5-star rating. In my opinion, it is 3-star at best — outdated, stuffy and desperately in need of renovation. And please, do not believe the TikTok videos. I actually watched them filming content while I was staying at the hotel, and what you see online is NOT what you experience in real life. Good angles and clever editing can make almost anything look luxurious. The reality is completely different. The lifts are a nightmare. In a 17-storey hotel you can easily wait five minutes, with people literally moving from one lift to another trying to catch one. There is no outdoor pool despite the hotel being right by the ocean. The only pool is indoors, surrounded by artificial plastic grass. I found it so unappealing that I never used it. On our first day I ordered a Caesar salad by the pool and found an actual STONE in it. The chef explained that it was volcanic rock because the lettuce is grown using volcanic stones. My response was simple: don’t you wash the lettuce before serving it? They offered to remake it, but by then I had completely lost my appetite. Our room on the 8th floor had a broken window that had literally been taped up. I had booked two double beds and, after a lot of hassle, they eventually brought me a folding bed. Five-star luxury? The breakfast and dinner were incredibly average, with a surprisingly limited selection for such a large hotel. Even the fruit selection was poor. I genuinely don’t understand the reviews describing the food as “amazing”. It was standard 3–4-star hotel food at best. The only 10/10 goes to the restaurant service staff. They were fantastic — polite, attentive and efficient, and the restaurant was absolutely spotless. They deserve genuine praise. But excellent restaurant staff cannot make this a 5-star hotel. Broken taped-up window, folding bed, no outdoor pool, terrible lifts, average food and a stone in my Caesar salad. Five stars? Absolutely not.

I stayed at this hotel for a week with my boyfriend. The location is excellent, the staff is very friendly and the buffet breakfast is rich and varied. Unfortunately, however, we did not like some things regarding the room. First of all, despite having requested a double bed, we were assigned two single beds. Furthermore, the air conditioning was very noisy and did not allow us to sleep well at night. Finally, the shower was uncomfortable, as it forced one to stand inside the tub. Recommended anyway!