Residence Del Mar Emotion

We enjoyed our stay at the hotel overall, but unfortunately our experience was spoiled by a boat trip booked directly through the hotel. We were told the boat had space for 70 passengers and were even shown photos, but the reality was very different. The boat was tiny, overcrowded (around 35 people crammed in), and extremely uncomfortable. The food was barely edible, and the wine undrinkable — most passengers couldn’t drink it after tasting. The crew were unfriendly, and the only time the captain spoke was to shout at passengers. At the end of the trip, they still went around asking for tips. The worst part came when our group (including 3 very young children) was left behind at the marina after two of the children quickly used the bathroom. The driver left without us, we had no contact number, and the boat staff didn’t help. This left us stranded at 9pm in an unfamiliar place, and we had to take two taxis back at our own cost (€100). When we reported it, the rep was dismissive and claimed the driver thought we were “making our own way home” — which was completely unreasonable. Reception staff were also unhelpful. Overall, the excursion was misleading, poorly organised, and stressful. Definitely not the standard you would expect when booking through a hotel. I wouldn't recommend booking any excursions through the hotel as there is no accountability if anything goes wrong - not even an apology!!

It’s a nice place, good facilities. The beach is a bit tricky without special shoes as the seashore is with different size of stones. The territory is nice and spacious. Rooms are well equipped. The variety on dinner menu is very good.

Very super holiday complex for everyone. Beatiful accomodation, excellent services, beatifull beach, super two swimming pools, parking, playgrouds for sports. Super holiday.

The hotel had great potential, but when we had a problem with the trip we booked through the hotel reception the hotel management didn’t want to know. We booked a boat to see dolphins in the evening, we were collected by bus , did the boat ride and upon arriving back at the marina my 3 very young children needed a wee before getting back on the bus. We were no more than 2 minutes leaving the boat from the last passenger, and as we approached the bus it drove off, stranding me and my family in a very busy town, at night, with no means of getting home. We ended up having to get a taxi which cost in total $100 Euro, with 3 very scared and upset children. We approached the excursion rep the next day in reception but he was very unhelpful, so we escalated it to the hotel management, who couldn’t have been more dismissive. Extremely poor customer services, and not what you’d expect from such a hotel!

The hotel complex is visually very attractive, with well-maintained surroundings and modern facilities. Unfortunately, my personal experience was heavily impacted by the poor attitude of the staff and the way a major issue was handled upon arrival. When we arrived, our room smelled strongly of cigarette smoke, despite the hotel’s claim that all rooms are non-smoking. I asked for a room change, but the front desk informed me that the hotel was fully booked and instead offered to “clean” the room. However, this cleaning involved only spraying a strong disinfectant or air freshener in such a quantity that the air became difficult to breathe. Even though I also requested a refund due to the unavailability of another room, this was firmly refused by the hotel staff. As I was traveling with my four-year-old daughter, who was already tired, I decided to try staying in the room and airing it out. Unfortunately, even with the large balcony doors open, it didn’t help — I developed a headache, irritation in my eyes and nose, and noticed blood traces when blowing my nose. When my daughter started coughing in her sleep, I packed up our things, carried her sleeping into the car, and at midnight began searching for another hotel. What was perhaps most frustrating was the complete lack of interest from the front desk staff — and at times, their attitude was even unpleasant. None of the receptionists were willing to come and inspect the room. One even responded, “Why would I do that?” — something I find totally unacceptable for a hotel of this supposed standard. Whenever I asked to speak with a manager, I was told one wasn’t available. Not once during the entire situation was I given the opportunity to speak with someone in charge. Only after filing an official complaint was I offered a new room the next day afternoon — which was fine, and I decided to stay. Upon further request, the hotel offered one complimentary dinner for us, worth €56. However, I believe this compensation is far from adequate. The cost of the unused night was much higher, not to mention the additional expenses (a different hotel, night-time relocation with small kid, health discomfort, and a ruined first impression of our holiday). This situation — which a professional hotel should be able to manage with empathy and flexibility — was completely mishandled. Despite the beautiful setting and modern facilities, the lack of proper response from the staff was enough to discourage me from considering a return visit.

Facility as such nice. At this time of the year too crowded. Constant noise especially at the pool. Personnel at breakfast and dinner overwhelmed by too many people.