Although we understand the situation regarding Covid and the lack of booking for the last 18 months must have had an impact, the check in process and service levels need to be urgently addressed.
No clear signs and instructions regarding check in, we had to call someone in Malaga who was trying to provide directions to a gate in the complex that was not clearly marked and as the the person on the phone had never been to or seen the complex, had no idea how to direct us.
Taking into consideration that you cannot check in until after 4 pm and the reception, when it is open closes at 1 pm, defies all logic.
The instructions for many things were unclear, we did not know how to access the car park or the pool and after a week, we have still not been inside either. The use of the laundry system is equally unclear as it states you need to insert a certain amount of euros, which we did, only to find 2 days later and that is because the reception is very rarely open, that we needed to purchase a token, at the reception that is very rarely open.
I have tried to recover the euros I put into the machine but apparently the staff are very busy (!!!) and have not been able to go up to the machine, open it and give me my money back.
On the first night an alarm went off in the general areas, no one knew if it was the fire alarm and it went on for hours, no service/emergency call out numbers, no one on site (on a complex of this size, I am sure it must be breaking some sort of health and safety rules). I do not want to think about the consequences if it had been a fire.
The property overall is not bad, reasonably clean and tidy but the service level do need serious a d urgent attention.
