The best
I’ve been a regular guest at this hotel for several years, returning annually and spending a significant amount of money each time, so it’s incredibly disappointing to write this review (I also never write reviews)
The only real positives this hotel has going for it are its location and the rooftop pool. Unfortunately, everything else has declined noticeably year after year and it is under new management (key sensation) but see no positive changes. The rooms are in a very poor state ( consistently unclean), with a strong sewage smell that makes the stay uncomfortable. Each visit seems worse than the last, and it’s clear that standards are slipping rather than improving.
I also feel it’s important to mention the breakfast, because it was a major disappointment. If breakfast is not included in your stay, I would strongly advise against paying extra for it. It’s simply not worth it. And if it is included, I’d recommend sticking to something very basic like cereal and coffee ( or just using it for a quick coffee before heading out elsewhere). There are far better and more affordable options nearby. The quality of the food was extremely poor - for example, the boiled eggs were actually black inside. I am fussy when it comes to breakfast, it’s my favourite part of holiday but after trying various dishes that were unsatisfactory I defaulted to boiled eggs but these were genuinely unpleasant. The only positive aspect of the breakfast experience was the staff, who were friendly, attentive, and accommodating.
What has truly left a bad impression, however, is how my recent situation was handled. I had booked and paid for a 10-night stay, but during my holiday I received news of a death in my family and had to leave early, missing 7 nights. I fully understand that this situation was not the hotel’s fault, and I made that clear throughout. However, what was frustrating was that the staff repeatedly reminded me of this, rather than showing any empathy or willingness to help.
As a loyal, returning customer, I simply asked if those unused nights could be moved to a later date in the year. I was not asking for a refund ( just some flexibility). When I spoke to the reception team, there was little to no understanding shown. I was told “no refunds” and directed to contact an email address instead.
When I followed this up by email, the initial response I received was quite rude. A later reply was slightly more polite, but still very firm and dismissive. It was clear that while they may have had the ability to accommodate my request, they simply chose not to.
Given my history with the hotel and the circumstances, I expected at least a degree of understanding or goodwill. Instead, the response felt indifferent and transactional.
Given the prices this hotel charges, the overall experience (from the declining room quality to the poor food and lack of flexibility) is simply not acceptable. If your budget allows, I would strongly recommend staying somewhere like the Meliá instead, which is far nicer.
Alternatively, consider an Airbnb nearby, as you’ll likely get much better value and a significantly more pleasant stay. If you want to use their facilities then suggest you just pay a external guest fee (although to note the spa has now increased and really isn’t worth it, go to nearby sauna instead)
Sadly, this experience has completely changed my view of the hotel. Loyalty and guest satisfaction clearly counts for very little here, and although I plan to return to Torremolinos later in the year. I won’t be returning to Ritual / Key Senstations.
Continue with Google
