Anne Marie P
from Glasgow, United Kingdom
Submitted on 18-07-2016
This hotel is beautiful, really huge though so be prepared for a lot of walking to get to and from your destination within the actual hotel, lifts, dining room, pool ect. Long walks along corridors to and from the lifts. May not be ideal for someone who is a bit slow on their feet or gets tired easily, when walking. The staff here are lovely and really work hard. Girls who make up your room are pleasant and friendly. Waiters & waitress's who bring your drinks, so attentive, I felt sorry for th...
This hotel is beautiful, really huge though so be prepared for a lot of walking to get to and from your destination within the actual hotel, lifts, dining room, pool ect. Long walks along corridors to and from the lifts. May not be ideal for someone who is a bit slow on their feet or gets tired easily, when walking. The staff here are lovely and really work hard. Girls who make up your room are pleasant and friendly. Waiters & waitress's who bring your drinks, so attentive, I felt sorry for them because they seem to work all day at the pool bar, then in the evening you see them up in the lounges working late into the evening. They must walk miles during their shifts, carrying trays of drinks and glasses back and forward to the bar and guests in this massive floor space hotel! Dining room staff were also lovely and never stop for a second. Tables are all set beautifully with real table linen and napkins. Found it difficult to find a table for more than 2 people though, and often had to push 2 tables together. Told one of the waiters this, and he said it was because they had so many couples staying. He said there are plenty tables set for more than 2 people, up at the back of the dining room. I said I didn't want to walk that far back as the dining room is massive and I sometimes struggle with my hip. He then started setting a table for 3 for us, a bit closer to the center of the restaurant. You have to go up and down to get your courses of food. It's a huge dining room! Food is a bit repetitive, loads of choices though. Chefs cook some things in front of guests,so something's you have to stand in line for.
We had a rather disappointing experience regarding our booking, that I can't say is the fault of the hotel. It's the fault of Thomas Cook, or Jet 2 Holidays, not sure who exactly, but will get to the bottom of it now that we are home. Anyway, after around 8 days into our holiday I mentioned this to a lovely girl called Kerry, just in conversation,not expecting her to be able to do anything about the situation that happened to us. Kerry is part of the fabulous animation team. She then told her boss, Garry, who then told a girl called Desiree. Desiree said she was sorry to hear about about our Thomas Cook disaster, and offered us a room upgrade. We had a look at the offered room but it wasn't any better than the room we had, just on a higher floor, as all the rooms are exactly the same. Even the Star Prestige, same rooms!!
My biggest disappoint was the reception staff!!! We checked in at almost 10 pm. I have never received such a cold welcome anywhere. Not one smile! I have read other people's reviews on here,and have to say, we never found any "Happy to help reception staff" they were just plain RUDE. When I was asking one of them a question one day, he turned round to another member of staff while I was speaking to him and started talking in Spanish. He didn't even say, excuse me a moment, and then start his conversation! Extremely bad manners, I'm sorry I didn't get his name.
Biggest surprise to us though, was that we had to check out for 12 o'clock, quite normal, BUT your All Inclusive stops then too!! I think this is shocking!! We missed our first day of All Inclusive as we didn't arrive until late in the evening, but I thought we would get it at the other end of the holiday. I questioned this, when another, extremely rude member of the reception staff wanted to remove our wristbands. She said it finished at 12 noon and summond us to come to her as if we were a couple of dogs , she had scissors in one hand, and gestured with her other hand, for us to give her up, our hands. When I said we didn't have any benefit from our All Inclusive for the whole of our first day, she gave us a little slip of paper to take to the dining room for a lunch. I was so angry at her rudeness and attitude towards us, I had to go back and ask her, her name. She said,Luna. I had seen her dealing with other guests, on other occasions and thought , What a sour faced girl! She must suck lemons for breakfast, Never a smile! We were not being picked up for the airport till the evening, our flight home was 10.30 pm. We were sitting about in the hotel all day with our luggage and hand luggage, and didn't want to carry it about all over the place. So now we had to BUY a draught soft drink or bottle of water in the hotel we had just paid over Â£4000 to come stay in!!!
When we went to get our lunch with this receipt, a waiter at the entrance to the restaurant followed us in, because we didn't have these bands on our wrist, he had a discussion about us to another waiter, all in Spanish, finishing with the words, There's 3 of them! Surrounded by other guests, having their lunch who spoke in Spanish! The second waiter then asked us if we would be paying for our lunch today. I said, No, and showed him the slip of paper. It was so embarrassing, as if we were trying to sneak in for a free meal!!! All this in front of other guests, who were eating. Hopefully they can send some of their reception staff and two of the older waiters in the level 2 restaurant, for some better social skills dealing with people.
After the rudeness of Luna regarding the wristbands, then the embarrassment caused to us in the restaurant, by a waiter who, every time we went into the restaurant for 2 whole weeks, said hello to, so he knew we were guests in the hotel, we then made up our minds that we would never be returning to Iberostar Bouganville Hotel again.
I am astonished that my first encounter and my last encounter, in such a beautiful hotel, was so disappointing. I can't believe they have a group of such snobbish and ill mannered people dealing with their hotel guests . Hope management take note!!!!
I have marked this hotel with excellent service for all except Reception Staff. Wouldn't give them the credit for this mark!