Occidental Puerto Banus

Francesca M M6 months ago

We have stayed at this hotel around 5/6 times during 2023. It has a lot of positives but there is room for improvement. Each time I email well in advance and ask for a room in a certain area but so far we are never given it. When we checked in on 22/12 the hotel was empty therefore I don’t see why our request couldn’t be fulfilled.||Our experience over Christmas was disappointing. The rooms are supposed to be nonsmoking, so why when you report your neighbours smoking (weed) constantly filling your room with a terrible smell is it not addressed with the neighbours? Why do we have the inconvenience of having to move rooms halfway through our stay which we had to request 3 times ! If a guest is causing an issue they should be spoken to it is not fair that the guest experiencing the issue should have the inconvenience of moving.||Breakfast was a complete shambles and a bad experience. A new system needs to be implemented. You wouldn’t open a restaurant and let as many people just walk around with food and have nowhere to sit! At peak times, implement a queue system where people are shown to their table preventing 1 person sitting at a table for 4. Then as people leave the next group replace them as it’s currently a health and safety risk so many walking around with hot coffees/teas banging into each other it’s like a zoo at breakfast time. So much so we started to go out for breakfast despite the fact we had paid for this! Or have breakfast time slots as currently it’s chaos. ||The weather was unseasonably warm and no cool air con we did ask and told it’s hot air at this time of year. The rooms were unbearable at night and opening the patio doors wasn’t an option as it meant the smell of weed filling the room.||Astro turf your balconies for the love of god. The chair scraping is loud and goes on constantly at all times of the day and night!||We will return as it’s one of the only viable options in this location and is a nice hotel with nice rooms and a decent pool (when it’s open).|It just needs to sort out some of these issues. Can you confirm the pool will be open for Easter and the air con be back at cool?