Guayarmina Princess

We have just come back from our one week stay at this hotel for our honeymoon. For such an expensive hotel, it’s such a shame that the customer service is so shocking. We are spending our holidays, backpacking around Spain and Portugal. We planned our trip around being able to wash our clothes here. We put down the number of items that needed washing as per the receptionists request which we assumed was to ensure they didn’t lose any of our items. There were prices against listed items which we thought was the price to wash e.g. €2.40,€3.60 etc. I said to the receptionist that we have a lot of clothes that need washing and she just said write how many and left it at that. We were then shocked the next day to find a €116 bill because they had charged us that amount per item. We ended up with €30 for socks to be cleaned and same for pants. It’s costed us more to have them cleaned than to pay for them. We spoke to guest relations about this and how no one informed us of this when we did it and how the paper we filled in is really misleading. Guest relations wanted nothing to do with it, they explained that we filled in the paperwork so it’s our fault, the staff told us how to fill it in therefore they take no blame. She also said that other people have used the laundry system before and have no problem with it, which is very insulting. It completely ruined our honeymoon as we had such an unnecessarily large bill for basic items looming over us the whole time. We filed a formal complaint which we were told would go to management and the same guest relations person emailed us back saying there was nothing they could do. For a 4 star hotel, this customer service was outrageous. We spoke to many people at the hotel about it who were in shock at the lack of customer care especially for a couple on their honeymoon as well as many friends and family who were planning on visiting the hotel themselves but have now decided against this due to the lack of costumer satisfaction. As two teachers, we worked hard and saved a lot to be able to do this trip, so I spent a lot of the holiday in tears knowing we had to pay more out and not be heard. We didn’t want a full refund for this either we were happy to meet in the middle with them as we could see this was a genuine mistake, but they were rude and didn’t care at all about the fact they ruined our honeymoon. We have left feeling like this is still very much unsolved, we have asked for contact with management as we were promised but still nothing. It is such a shame as we were more than willing to give this hotel a glowing review otherwise and come back again yearly marking our anniversary.

Absolutely beautiful hotel having the app to book your sunbeds is a fantastic idea the bracelet they give you on arrival you open your room with so no loosing keys for the rest of the stay. We was platinum and yes I’d definitely do it again food was fabulous staff amazing one waiter called Angel was amazing always a smile on his face always greeted you with hello how are you? You had a lovely day or see you later wish everyone was that lovely. The entertainment was great just wished the karaoke was on a bit longer. Loved how you could get out on to the strip from near the spa great idea overall couldn’t fault anything from the beautiful rooms to the whole of the hotel an amazing beautiful hotel and even the beach is across the road 👏👏