Eurostars Al-Ándalus Palace♡

Great experience

10.0

Big hotel, but the reception staff were charming and welcoming. Seems like they were full so they upgraded our rooms. The breakfast buffet was phenomenal. Would stay here again

Receptionist not friendly

6.0

I had book the hotel and requested for bathtub, the receptio told me is fully booked, the next morning around 8am the restaurant is only 3 table, i wonder how full is that, the receptionist is not friendly and not willing to help, the toilet got mold and got sewage smell. The area is outskirts is surrounding got nothing much, make sure u have a car if you book this.

New Year stay ruined

4.0

Extremely disappointing that as a party of 6 who spent a great amount of time & money in this hotels restaurant and bars that we are being treated so badly . We left some items of clothing in error and asked that they are returned to us , offering to cover costs . We were dismissed . We asked our travel agent to step in , she was ignored . We have even give an address in Spain to make it easier to send but to no avail. If this is the way clients are treated after spending thousands of Euros I would never book again that’s for sure.

Charged for extra night in spite of clear confirmation

2.0

This hotel is now under new management, Eurostars. I emailed the hotel 12 days before arrival to modify my departure date to leave one day earlier. I received response from Carlos from reservations which said “your reservation is confirmed”. When I checked it, it still showed the old departure date. The guy checking me in, Leonardo, assured me that it will be adjusted, but he cannot do it “because it is Sunday”. I asked if I need to come speak to them again; he said no, all taken care of. When I checked out, the date was still old. After showing them the email with “reservation confirmed” and the checkout lady arguing with someone on the phone for 15 minutes- to her credit, she was embarrassed by the situation - I was told that they cannot refund the last night, because the email said “reservation is confirmed” not “reservation is modified”. And that I could only modify it 14 days ahead - which was the first time that this came up and I was never told this before, so I think they just made it up on the spot as a cover up. Refused to call manager. So I paid for an extra night and I will never stay in any Eurostars hotel again.

Terrible experience. Pool dangerous for children

2.0

Avoided at all costs!!!!!!!! My daughter had an accident in the pool. Cut her leg badly on an exposed rusty nail. The manager was so helpful getting us to the hospital but the Hotel went to ground. No apology , will not respond to correspondence. I must have sent 50 emails and no response. Stay away would be my advice , spend the 9 days between hospitals and in the bedroom. Holiday ruined. Not as much as a voucher provided. Be safe and avoid.

Horrible

2.0

Muy mala experiencia con la temperatura y el servicio. Solicitamos que revisaran la temperatura de la habitación porque hacía un calor insoportable. Cuando mi hija llamó a la recepción, la respuesta fue simplemente “abran las ventanas”, ya que según ellos otros huéspedes habían dicho que tenían calor. Su “solución” fue apagar el aire acondicionado de todo el sistema, afectando así a los demás clientes. Nos parece inaceptable que un hotel de este nivel gestione así un problema tan básico como la climatización. Una estancia muy incómoda y con poca empatía por parte del personal. No lo recomendaríamos. El gran problema aún estaré sufriendo este horrible servicio hasta el día de mi check out on November 15th ——— Very disappointing experience with temperature and service. We asked the staff to check the room temperature because it was unbearably hot. When my daughter called the front desk, the answer was simply “open the windows” — since, according to them, other guests had complained about being hot. Their “solution” was to turn off the air conditioning for the entire system, affecting everyone else. To make things worse, the windows barely open, so that wasn’t even a real option. It’s unacceptable for a hotel of this level to handle such a basic issue so poorly. The stay was extremely uncomfortable and the staff showed very little empathy. Definitely not recommended. The big concern I will have the same issue until my check out on November 15th