Iberostar Selection Jardin del Sol Suites

Thomas Cook-

The experience fell substantially below the standard we reasonably expected from a hotel of this category and, in particular, from the Star Prestige package we had paid for. A number of the problemswere apparent immediately upon arrival and concerned basic standards of cleanliness, hygiene, maintenance, privacy and the facilities that had been represented to us at the time of booking.

We raised our concerns, but we were not offered a meaningful resolution within a reasonable timeframe. This significantly affected our enjoyment of what was intended to be a relaxing holiday.

1. Room had not been appropriately cleaned on arrival

When we arrived at our room, it was immediately apparent that it had not been cleaned to an acceptable standard.

Among the issues we found were:

• Hair throughout the bathroom, including on the bathroom floor and tiles.
• A dirty jacuzzi within the room.
• Broken shower jets with black mold around them; they didn't work
• Wet towels left scrunched up inside the beach bag.
• The minibar appeared to have been used by previous occupants; open peanuts were present in the minibar.
• Used glasses had been left in the room.
• An opened bottle of Prosecco was present.
• An opened bottle of fizzy water was also present.

This was particularly disappointing because these were not matters that required us to inspect the room closely or look for minor imperfections. They were immediately apparent and gave us the impression that the room had not been properly prepared for our arrival. This was a breach in hygiene standards and was harmful to our health.

For a hotel of this standard, and particularly one offering a premium Star Prestige experience, we consider this unacceptable. We paid extra for a luxury room.

2. Jacuzzi and shower defects, including black mould

The shower/jacuzzi area was also defective.

The jacuzzi jets in the shower were broken and there was black mould present around the affected area.

This is particularly concerning given that this was a facility intended to be used by guests and raises obvious concerns regarding the standard of cleaning and maintenance. There was also a broken seal around the jacuzzi in the room with hair in the jacuzzi filters, hairs in the bath and stains all over the jucuzzi. Again, harmful to our health.

These issues should have been identified and rectified before the room was allocated to us. It is like they were aware of the faults yet still found it acceptable to not ammend the structural faults yet take customs harm earned money.

3. Air conditioning was not working

The air conditioning in the room was not functioning properly and was coming off of the wall slightly. Given the climate and the purpose of the accommodation, effective air conditioning was an important part of the facilities we had paid for. Being provided with a room where the air conditioning did not work materially affected our comfort and enjoyment of the accommodation.

4. Failure to provide a timely and reasonable resolution

Despite these problems being brought to the hotel's attention, we were not offered a meaningful attempt to rectify them until nearly two days later. Instead of an immediate clean and a change of room, the hotel manager Oscar offered us a private chef experience. I would rather a clean, luxury room. This was not a reasonable timeframe given the nature of the issues. In addition, the night reception staff named James lied to the hotel manager and stated on our arrival he had taken us "downstairs" to replace the minibar stock. This wasn't the case.

Furthermore, when the hotel eventually offered to attend to the problems, the proposed time was at an unreasonable time for us, meaning that the proposed solution was not realistically accessible without causing further significant inconvenience and disruption to our holiday.

A resolution that is offered only after a substantial delay, and then at a time that is unreasonable for the guests, does not amount to an effective remedy.

We should not have been expected to spend a significant proportion of our holiday waiting for basic room defects and hygiene issues to be addressed.

5. Failure to provide fresh towels

We also did not receive fresh towels throughout our holiday.

This was particularly unacceptable given the other concerns regarding the cleanliness and preparation of the room.

Fresh, clean towels are a basic expectation of hotel accommodation and should not have needed to be repeatedly requested or chased.

6. Housekeeping entered the room without appropriate consideration for our privacy

There was also an extremely inappropriate incident involving housekeeping.

A member of housekeeping entered/barged into our room while we were naked. After my partner asking for them to wait after the first knock. They heard us and responded.

This was deeply embarrassing and distressing and represents a serious failure to respect our privacy.

Regardless of the reason for entering the room, appropriate procedures should have been followed to establish whether the room was occupied and whether it was appropriate to enter. Guests should be able to expect a reasonable level of privacy and dignity within their own hotel room.

This incident was particularly upsetting given the other issues we were already experiencing with the accommodation.

7. Misrepresentation of the Star Prestige package

A further significant concern relatesto the information we were provided by Thomas Cook when booking the holiday.

We were specifically led to believe that the Star Prestige package included a separate dining facility with a private chef. This was an important part of the package as represented to us and contributed to our decision to purchase the upgrade.

Other than the above, the hotel staff are incredible, the food is delicious and the entertainment is amazing.

If the hotel fixed it's rooms, and cleaned their luxury pools; the bottom pool was really clean. Myself and my partner would return.

We chose this hotel specifically to see the total eclipse and wanted adults only in August. We certainly weren't disappointed, from the moment we arrived at check in, we were greeted with a chilled cava and a beer for my partner as Pere expertly explained everything to us. We immediately felt welcomed and at home. We requested a suite on a high floor which we were given. The view was amazing, we really enjoyed drinking coffee in the morning and sipping a g&t in the evening on the balcony, watching the boats. The suite itself was perfectly sized, huge comfortable bed, great pillow menu and lovely jacuzzi bath. Always spotlessly clean (no sign of ants as others have said). My only criticism maybe, the coffee pods were not replaced daily, and when asked the lady who serviced the room, she abruptly told me to contact reception! We chose half board and the fantastic choices at breakfast and the amazing dinners kept us fuelled all day. A buffet like no other, such variety, always piping hot, chefs cooking your choice of meat or fish in front of you. I cannot fault it, and the selection of dessert, never have I seen such a choice. We took part in the activities which we would not usually do, but Ian's Aqua gym was the best, such fun and my partner and friend took part in the art class and thoroughly enjoyed. Cocktail making each day, again expertly led by Ian & Luc. Kayaking, was interesting, I'll leave it at that and great fun trying to SUP! Yes, there are the early risers who feel the need to 'reserve' the same sun bed each morning, but i wandered down about 9 30 each day and there were always plenty available, no stress! The staff are really what make this hotel special, I cannot remember everyone, but Fernando in the restaurant always had a smile & chat whilst expertly clearing the tables and serving drinks, Ian from entertainment was brilliant, such a great personality, Angel expertly serving in the bar and Mario with his expert cocktails, all staff deserve a shout out as they really were superb. Will we return? I think maybe we will!