MUR Neptuno Gran Canaria - Adults Only

During several days of our stay, it was impossible to enjoy the pool area due to a group of intoxicated guests at the pool bar shouting constantly. Despite multiple complaints to reception, the hotel only intervened after more than 1.5 hours, by which time we had already been forced to leave. The situation was clearly poorly managed. The hotel failed to ensure the basic level of comfort and tranquility expected in a property of this category. Other guests also left the pool area, visibly annoyed. What is even more disappointing is the way this was handled afterwards. Despite a formal complaint and several reports during our stay, the management later denied that any issue had occurred. No meaningful compensation was offered, only symbolic gestures that were not relevant to the inconvenience experienced. Overall, this was an experience well below the standards expected from a 4-star hotel.

This is my fourth visit to this wonderful hotel , check in was completed fairly quickly and efficiently and friendly manor . I was even offered a refreshing glass of white wine , during check in . The room was spotless comfortable bed . Complementary bottle of red wine, water, fresh flowers , and bottled water, bath robe and slippers, the chamber maids are friendly and do their job very efficiently. I was on half board basis breakfast and evening dinner were of excellent quality. The high light of this hotel is undoubtedly all of the staff who are always freindly and engaging . In particular the restaurant maitre ‘d Maria , and Tracy stand out as they always extremely welcoming and having become friends over the last three years or so. However the remains staff are also friendly and efficient. I look forward to mt next trip in September. Kenneth Stewart.

This was my fourth visit to this 4* quality hotel. From the moment we arrived customer service was at the heart of every member of staff. The room is comfortable, my only quibble was that our usual room on 1st floor was now converted to a double bed rather than two singles. The reception staff quickly allocated a different room which was smaller but still boasted the quality assured by MUR hotels. The food was very good with lots of variety and the restaurant maitre d, Maria, is so welcoming and efficient. I look forward to returning next year.

3rd visit to this hotel. Sadly will be our last. Food (evening meal) very poor quality and cheap offerings. Hotel bedroom shower (4th floor) one minute cold the next scalding hot - apparently a recurring problem - just not sorted. Hotel needs a re-fit (Reception roof fell in whilst there) high price for what was once a very nice 4 star hotel. Much better places to stay in PDI.

TERRIBLE BREAKFAST COFFFE in otherwise great hotel. Such a pity! After installing good quality espresso coffee machines (following our complaints last year) - the all controlling accountants last week replaced these machines with cheap, and in my view, undrinkable coffee. Mentioned this to many managers and staff but they just brushed me off. A pity because every thing else really good. Great heated pool. Good pool bar. Otherwise good breakfast. Very clean. Quiet. Well equipped rooms. Great central location. Good friendly service. Helpful, nice staff.

I stayed here a couple of years ago and couldn't wait to come as we had such a lovely time. Sadly I wish I hadn't bothered. Our room was on the 2nd floor above the service area at the side of the hotel which was so noisy, bins being emptied and lorries arriving 1st thing in the morning with deliveries. The rooms themselves really need a makeover. If you are thinking why did I not book a pool room where it is quieter we had already spent a considerable amount of money staying here and did not want to spend even more. The breakfast and the lunch in the hotel is good but the evening food really is unacceptable. I also think that the food needs better labelled. I cant eat fish and found that even though some of the stuff has a label it doesn't mention what the main ingredients are. We ended up going out most evenings as the food is terrible. The rooms were clean and kept tidy and the pool area, bar, reception and corridors are all really clean also. My main gripe with the hotel (and Jet2) was that we had booked all inclusive plus. Unfortunately this only includes basic brands. Anyone who thinks that they are going to go to the hotel and have access to certain brands will be very disappointed. Even if there was a supplement to pay but if you want something they don't class in the AI package you have to pay full price. I had a bill of 19.50 on check out as I had Bombay Sapphire instead of Gordons. I don't understand why AI+ is being offered. When I asked at the reception I was told that as far as the hotel was concerned that all-inclusive plus does not exist in the hotel and they don't understand why Jet2 is offering it. I contacted Jet2 and a resort Rep called Janos came to see me at the hotel. He did admit that they were having complaints about the AI+ but his remedy for my problem was to down-grade me to half board if I didn't like what they were offering me. This is completely unacceptable. I noticed a big difference in the hotel from 2 years ago and I definitely would not class it a 4 stars. The only thing about the hotel is the staff. They do make the holiday but a few of the barmen when you are there a day or 2 can be a little too cheeky. The price for this hotel is not worth it and instead of putting a load of tat in your room like shopping bags and hats with the hotel logo on them maybe shave a few pounds off the bill.