Gloria Thalasso & Hotels Reviews 31

First time in this hotel and I love it!! Beautiful outdoor spaces with plenty of space for sunbathing and dining. The food is very tasty and there’s a huge range to choose from. We stayed in a double room, which was very spacious and clean. My only criticism about the room is that it would be good to have a double bed instead of two singles pushed together. Very helpful staff and good entertainment during the day and night. Unfortunately, despite being “All Inclusive Plus” there are still quite a few hidden charges. I will definitely be back here again.

Gloria Palace San Agustin Thalasso & Hotel.
We booked this hotel through TUI holidays, my wife and myself in one room and my daughter her husband a three year old and a 6 month old baby originally in a same type of room. But before I booked TUI said that for a premium amount my daughter and her family could have a family room which had two bedrooms, perfect I thought and as usual i requested higher floor rooms.
We arrived at 11.30 ish PM, A glass of Champagne was offered and first impression was great.
How WRONG could we have been, we were allocated the rooms, we had a room on the fifth floor, perfect I thought but then they said that my daughter and family were not in the main hotel but out of the hotel and down a very very steep ramp (the bell person almost became a cropper taking the bags down) There was a cramped open air corridor and then three flights of steps to reach the room with no lift.
My daughter and husband went back to reception and said that this room was absolutely no good for her family as the baby was in a pram ,it wasn't fit for purpose. After all to get to my room you just came out of the lift and went straight into the room not even a bit of a lip to get over.

The staff on reception said that there were no other types of rooms available but if we saw the manager on the next day they would see if they could swap them into a room the same as ours so this time with no bell person available my wife and I helped to carry all the cases, children and pram to the room (once we had negotiated that ramp and the three lots of stairs that is.)

The next day they were prepared to do nothing saying the hotel was full, with phone in hand I went on several hotel sites with rooms available there and then, next excuse was that TUI was at full allocation and they were not prepared to upgrade us, hang on had we not paid a premium to have a family room? no response. They were sticking to there guns.
But you have rooms available NO WE HAVEN'T was the reply as they were still booking people in.
I have stayed in a lot of hotels in my life as a Area Sales Manager both four and five star in the UK and abroad but I have never ever had a hotel refusing to satisfy a simple room move to keep their customers happy.

The TUI rep turned up at that moment in time and at first it looked promising but then they told her that only three people were allowed in our type of room hang on they were going to book us into one of these rooms until the family rooms were mentioned. The upshot was that even she failed to convince them that the baby was in a travel cot after all and other guests with babies and a toddler were staying in the same rooms.

The staff on reception were prepared to do nothing and that was that and became very off hand with us and just wanted to ignore us. We made the best of a bad situation having to bring the baby and toddler down and up three flights of steps and a dangerous ramp that in this country would have been condemned by health and safety . I slipped and hurt my back at least twice
I am not going to review the rest of the hotel because if they cannot get the basics right then there is no point in reviewing the rest.

MY ADVICE IS TO STAY IN ANOTHER HOTEL CHAIN DO NOT STAY HERE YOU HAVE BEEN WARNED !!!!!!!!!!!!