Eden Roc Hotel & Spa by Brava Hoteles

Unfortunately we were scammed out of out €90 transit transfer and had a very rude and unhelpful interaction with the front desk staff. I had paid €90 ahead of time for the transfer service from the train station offered by the hotel. They said they would confirm with me once they scheduled the transfer but I never heard back from them even though I had already paid. The day of I emailed again to try and get confirmation and instructions but got no response. When we arrived at the train station at the designated time, we could not find any car service or person there to pick us up. After 30 minutes of looking at every possible location in the very small train station and calling the hotel multiple times we decided to take a taxi before it got dark. The hotel was not picking up their phone and did not have an answering machine so there was no way to leave a message. Once we got in the taxi I finally got a call from the hotel asking where we were as the tranfer service was at the train station. I said we waited 30 minutes and looked around everywhere and tried to call, and because we never got any email confirmation, we got a taxi. She then got mad at me for getting a taxi and said the transfer service was there and I was wrong for getting into the taxi. When we got to the hotel I had hoped to get my money back but instead she was very rude and refused, blaming us. This was a bit of disappointment as this vacation was a big splurge we had been saving up for and after 18 hours of travel this was our greeting. The next day subsequent staff we talked to were much nicer but they still refused to refund us the €90 euro for the transfer we never got. Whats worse is that when I checked in they actually double charged me AN ADDITIONAL 90€ for the transfer service I had already paid for. When I went to check out they somehow also added charges for 2 transfer there and back. I luckily got the 3 extra charges taken off the bill, but never refunded the original 90€.

The food was awful - breakfast was limited the eggs were cold the coffee only from a machine which was terrible. The dinner buffet was worse expensive and cold food. The hotel doesn’t appear to have the facilities to cater properly for a buffet as the plates don’t keep the food warm. Noisy rooms could hear a guest snoring all night next door and doors banging. No pool service only one bar open with loud music .

Service is not great: our taxi which we ordered via hotel transfer service didn’t arrive (even though we paid for it in advance). The staff didn’t even apologise for that - just said the taxi company made a mistake and thought it was for a different time. No acknowledgment of our inconvenience whatsoever or offering to return the money either. We booked it in advance for piece of mind but at the end had more stress and lost more time as we waited for the taxi first in the heat and then had to find another one. Booking cleaning for a certain time of the day (which you have to do with a dog) didn’t quite work either: they only managed to do it on time a couple of times in 8 days. Overall we still enjoyed the stay but the that doesn’t leave a nice impression of a really nice hotel