Vila Galé Marina

Overall, we had a pleasant stay, but two aspects left us disappointed. The first was breakfast. We were traveling with a child who cannot consume dairy products, so we asked whether any plant-based milk was available. We were told there wasn't. Nowadays, offering at least one non-dairy milk option seems like a basic expectation for a four-star hotel, especially one that is part of a major international chain. The second issue involved a lost item. The day after checking out, I realized I had accidentally left the top of my bikini hanging on a hook in the bathroom, underneath a towel. I called the hotel and was told nothing had been found, but they would check with housekeeping. I called again the following day, and once again I was told that nothing had been found. I completely understand that hotels cannot be held responsible for items guests accidentally leave behind. However, based on my own experience working in hotels, I know that a proper lost and found procedure is a standard part of good hospitality. I was surprised that such an item could not be located. The bikini itself was not of significant monetary value, but it had sentimental value to me. Since only the top piece was lost, the entire matching set became unusable. For a 4-star hotel belonging to a major international brand, I expected a more reliable lost and found process. Unfortunately, this experience left me with a negative impression.

When we arrived we were given a first floor room overlooking the bar area despite booking a Seaview room via booking.com’ I approached reception and asked why we didn’t have a Seaview room? The receptionist took my phone and checked the booking and rolled her eyes and said there go to the 4th floor and walked away, I found her extremely rude and arrogant not only to myself but other guests within the reception area and other reception assistants in the manner she spoke to them. My fourth floor room really didn’t have a Seaview but after my dealings with the reception I accepted, I work within child protection and children’s care services and this trip was a birthday gift for my 15yo foster son so didn’t want to make a fuss again with the same staff member. I approached the reception two days later and asked if it would be possible to have a slightly later checkout time due to us having a late night flight and confirmed I was happy to pay for this facility, I was met by a simple NO we are full, two days later one of the reception staff spoke with me’ the same one who was shouted at and ridiculed by the reception manager days before and she said we could depart at 1pm instead of 12.00midday and thanked her. I visited the pool bar area and had lunch with my son and returned to our room at 12.05 to a locked room unable to open the door with our key? I visited reception and again unfortunately met with the same rude staff member who shook her head and said checkout is midday’ we managed to enter the room and collect our luggage and when checking out asked if we could store our luggage and the reception manager said in there and pointed to staff room area, she then asked how our stay was and I said disappointing due to not being given the correct room to which she replied well I sorted that didn’t I and walked off.