Neither of our rooms were ready when wr arrived at just before 4PM.
It was clear that something wasn't right, as the staff were whispering back and forth. The check-in process for the first room took 30 minutes & the second room wasn't available until 1.5hrs later.
By way of apology, we were provided with a room upgrade, two massage vouchers, and a 1-hour late check-out. This was a great gesture and much appreciated, as it put our stay back on track.
The stay itself was very nice. The hotel is lovely, the pool is great, the buffet breakfast is excellent, and the staff throughout the property were friendly. However, please note there is an enormous development site directly next to the property, so some rooms look directly onto it and it may become noisy in the future.
Unfortunately, checking out was an even bigger shambles than checking in. We were locked out of our room because, despite the agreed-upon late check-out, the system hadn't been updated. As part of our Hotels.com booking, we were entitled to a 20% Food & Beverage discount per room.
Because of the admin mess at check-in, the front desk could not figure out how to apply the discount. Resolving this took another 30 minutes, we ultimately left with only a part of the discount applied. Because we had a flight to catch, we couldn't spend any more time trying to rectify it.
Overall, the front desk was terribly disorganized, making the arrival and departure experiences incredibly frustrating.
Aire acondicionado