Alua Suites Las Rocas

“Disappointing stay, particularly when we needed help”

Unfortunately, our stay at the hotel was quite disappointing, particularly due to the condition of the room and the lack of support we received from reception when we experienced an unexpected situation. When we arrived, there was a noticeable humidity and damp problem in the room. Our clothes wer… more

Unfortunately, our stay at the hotel was quite disappointing, particularly due to the condition of the room and the lack of support we received from reception when we experienced an unexpected situation. When we arrived, there was a noticeable humidity and damp problem in the room. Our clothes were actually left feeling damp, and there was already a dehumidifier in the room that we had to empty several times during our stay. There was also an unpleasant smell of what can only be described as sewage/poo coming from the air conditioning, which made the room particularly unpleasant at times. While the room itself was clean and was cleaned daily, these issues significantly affected our comfort during the stay. The breakfast was also quite average. There was a reasonable selection, but overall it was nothing particularly impressive. The biggest disappointment, however, was the lack of help and understanding from reception. Unfortunately, during our holiday I had to attend hospital due to severe ear pain and was subsequently advised that I could not fly home on my originally planned flight. This meant that we suddenly needed to extend our stay or find alternative accommodation at very short notice. I approached reception, explained that I had just been to hospital and that I was extremely stressed about the situation, and asked whether there was any availability for us to extend our stay. Unfortunately, I was simply told to “look on the website and book online.” Given that our flight was due to leave the following day and our hotel booking was also due to end, this response was particularly unhelpful and left me feeling very stressed and unsupported at a time when I genuinely needed some assistance. I appreciate that the hotel may not always have availability, but I would have expected a little more compassion and willingness to help, especially after explaining that I had just returned from hospital and had been advised that I could not fly. On a positive note, the room was cleaned well each day. However, the damp/humidity issue, unpleasant smell from the air conditioning and, most importantly, the lack of customer care when we needed help unfortunately overshadowed the positive aspects of our stay.

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“Not a 4 star hotel”

I wouldn’t say this hotel is a 4-star hotel based on our experience so far. We’re currently staying here as a family of four. We paid extra for a sea/pool view room, but unfortunately there is a massive wall blocking most of the view. You really have to stand up to see it properly. So, if you’re c… more

I wouldn’t say this hotel is a 4-star hotel based on our experience so far. We’re currently staying here as a family of four. We paid extra for a sea/pool view room, but unfortunately there is a massive wall blocking most of the view. You really have to stand up to see it properly. So, if you’re considering paying extra for a view, keep in mind that it seems to be hit or miss depending on the room you get. The hotel is also currently experiencing quite a few issues. I’ve seen people at reception asking when their electricity will be restored, and our room temperature isn’t dropping, with no way for us to adjust it ourselves. There was also a socket completely missing from the kids’ sleeping area, leaving exposed wires. This is definitely not something I would expect from a 4-star hotel and is particularly concerning when travelling with children. The tap water is salty, and I’m not sure whether there is an option to access bottled water or a water cooler on site. There also aren’t enough sun loungers for the number of guests, and there is no air conditioning in the restaurant, which makes it quite uncomfortable at times. That said, it’s not all negative. The drinks are actually pretty decent, and although the buffet is relatively small, the food is good quality. The staff have also been very friendly and helpful. Overall, there are some positives, but there are also quite a few issues that I wouldn’t expect from a hotel advertised as 4-star.

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