from London, United Kingdom
Submitted on 11-13-2017
We stayed at THB Los Molinos from 8-9 September and booked our stay based on the broadly positive reviews on this site and others. To give the hotel our basic critique, then I think it's fair to say that the four stars that they give themselves flies a little close to the bounds of reality: it's a three star at the very best. Upon arrival we were a little concerned, given the shabby exterior but once at the pool we were a bit more at ease. The pool area is quite nice and very much the selling po...
We stayed at THB Los Molinos from 8-9 September and booked our stay based on the broadly positive reviews on this site and others. To give the hotel our basic critique, then I think it's fair to say that the four stars that they give themselves flies a little close to the bounds of reality: it's a three star at the very best. Upon arrival we were a little concerned, given the shabby exterior but once at the pool we were a bit more at ease. The pool area is quite nice and very much the selling point of the hotel we would say. Our room was basic - definitely not 4*and to any couples out there it's worth flagging that a "double" means two single beds pushed together - so it's a bit of a romance killer. We paid extra for a sea view, but as we were on the second floor it was pointless as our view was of trees, not the sea - but we didn't mention anything since it was the first weekend away from our 1 year old baby - so we were just happy for peace and we just wanted to enjoy our time together. The bathroom was in a really poor condition ‚?? certainly not a 4* level and the shower veered between fire hydrant and a limp trickle of water, so made for an interesting shower experience. Breakfast is ok but definitely make sure you order your coffee at least 10-15 mins before you think you will want a coffee, because that's how long it takes to get served. We ordered a fair few cabs during our stay and in some cases we're waiting long periods of time, which we discovered was due to reception forgetting to confirm the order. So do be mindful that just because you ask for something, it doesn't mean it has been actioned....
But our honest critique of the hotel now comes to a crashing halt. Because what happened on the morning of the 10th September saw our views and opinions completely turned upside down... Literally.
Having been at a friend‚??s wedding we arrived back at the hotel just after 6.30am. Yes - very very late! Especially for parents of a young child! Yet in relative Ibizian terms an early night! We eaten breakfast at our friends (the bride and groom) hotel - the Ibiza Gran - and then hopped in a cab back to THB. Having been at the wedding all day and night we had changes of clothes with us in a bag, which we peacefully walked with through the reception towards the lift. As we got to the lift we heard a commotion and as we got in a security guard scissor kicked his way in, kicked me in the stomach and dragged me and our bag out of the lift. To be clear - at no point did anyone ask us if we were residents at the hotel. We were obviously very shell shocked and protested that we were guests at the hotel -a lot of shouting ensued and my husband angered by the way I had been thrown to the floor shouted at the security guard and the receptionist. At this point the receptionist and security guard must have realised their error but rather than apologise, they said that as my husband had "verbally abused" them then they would be calling the police.
Shocked at the abhorrent way we were being treated I decided it would be best to return to the room while my husband spoke to the police. As it was my birthday a cake and a bottle of fizz had been left in the room and I took them back to the reception to prove we were guests. Upon returning and seeing my husband being shouted at by the hotel receptionist (he still never asked if we were guests or not) I dropped them on the floor. Yes that wasn't my plan but when you've been kicked and dragged around, shock does strange things.
So I headed back to the room ‚?? incredibly upset and still in shock. My husband followed and I told him we should go to sleep and speak to management in the morning. Within 5 minutes the police arrived - despite claiming we weren't guests, the night receptionist still managed to send the police to our room ‚?? 201 - the "double" room with the "sea view".
What followed was a grotesque and unbelievable abuse of hotel guests. Our possessions were thrown at speed across the room to the shrill of ‚?? Vamos‚?? by the police ‚?? no questions asked ‚?? just pure brute force. I was picked up out of the bed and thrown to the ground. When I got up I saw the police man pick up my engagement and wedding rings and just toss them on the floor. At this point the whole ordeal was a blur ‚?? but I managed to compose myself enough to pack our things. I decided to try to film the police ‚?? bad idea ‚?? as he just grabbed me by the wrists and threw me and the phone to the ground (again - this time breaking my toes). My husband was obviously completely in shock at the treatment but thankfully managed to keep his head in the face of being punched in the face, kicked and thrown to the ground himself.
Upon returning to the reception with the majority of our belongings, I pleaded with the reception manager ‚?? whom we had checked in with ‚?? to help us. He could clearly see that something terrible was happening, but as he hadn‚??t been around at the time we returned, was clearly reluctant to intervene. To make matters worse, the police officer then picked me up at the reception desk and threw me to the ground. Clearly at this point I was very upset and shocked that we could be treated in such a brutal way. At the same time, my husband asked for the names and details of the guard and the night receptionist. The later was reluctant to provide a name, however after period of time his colleague wrote down ‚??Pepe Fernandez‚??. When my husband returned to the hotel later that morning, to speak to the manager, he was told that no one of that name worked at the hotel, by the two reception staff plus the manager himself.
Having booked and fully paid for our stay in February, we were very much looking forward to our trip in Ibiza to attend the wedding of our very close friends. It was also the first trip away from our 1 year old daughter and also my birthday. My husband is a Doctor, and I am a finance professional my in our late thirties (though feel much older post one year of life with a baby..), without having to state the obvious, we are not hard core clubbers, nor are we heavy drinkers ‚?? we were simply there to enjoy the sunshine, peace and freedom away from our young child. To be still awake at 6am that morning was a near miracle, yet we had done so as it was a night of celebration for our friends. In the hours prior to returning to our hotel we had been at the Ibiza Gran Hotel, where we had eaten and then walked through the hotel peacefully to catch a cab home ‚?? indeed we had a very pleasant chat with the front of house staff while we awaited our cab. They were the same ones that welcomed us back to the hotel after our unceremonious departure from THB and offered their apologies for our treatment at THB.
In our discussions with the hotel subsequently, they have denied any wrong doing and they claim that they do not have cctv of the lift area, where the unprovoked attack by the security guard took place. No one we‚??ve spoken to can answer this simple question ‚??why would you approach a guest with the force of a security guard first rather than politely walking up to them and asking them for their room number‚?? ‚?? this to me is the crux of the situation. When we have probed them further on the horrifying incident had to happen in the first place, their response was ‚??Ibiza can be a rough place in the summer and clearly they mistook your identity so that is why they took action‚??. According to the Finance Director of THB Hotels ‚?? I was ‚??so drunk I couldn‚??t stand‚??. Maybe I was unable to stand because she was dragged to the floor by a security guard perhaps? Also I didn‚??t seem to have any issues walking into the hotel for me to be in the lift in the first place? This is obviously caught on their CCTV camera, while the films that I was able to make on my phone show us walking/talking perfectly ok‚?¶. There is of course the small matter that I was drinking juice in the club - and have witnesses to attest to this. But hey obviously in this situation, why let the truth get in the way, when really it is so easy to blame the ‚??drunk English‚?? isn‚??t it? In relation to the assault by the police we were simply told ‚??they lead very stressful lives and at times they have to be violent.‚?? To be clear there was no caution issued nor paper work provided by the Police at the time and when we called them on several occasions in the week post the incident, nothing was filed either‚?¶
The remnants of our possessions that remained in the room, we never recovered ‚?? we had to wait four days before they would confirm this; we received a blunt one line email from the Finance Director of THB Hotels. We didn‚??t loose a huge amount in monetary value, but I did lose a pair of pearl earrings from my grandmother that were in the safe, which held a lot of sentimental value.
If you have read this review in its entirety, then we thank you. You‚??ve probably got a clear picture of our recommendation when it comes to staying at this particular hotel, but clearly there are some good reviews on here, so far be for us to tell you what to do. If you can afford better then definitely pay up ‚?? this was our mistake (my husband is from Yorkshire) and I would heartily recommend the Ibiza Gran. If that is out of your price range, then I would sincerely look at other options. But more broadly this isn‚??t about money or hotel star ratings, its simply about safety and respect of guests. We hope that in writing this review and posting candid pictures of our bruises/bust lips (though we didn't want to share too many owing to the personal nature) that it brings to your attention the incredible, fast paced change in events that can happen at the hands of very poorly trained hotel workers and the Police in Ibiza. Seriously if it can happen to us then it can happen to anyone, so we hope you stay safe and vigilant.
If anyone reading this saw the attack at the lift, please do reach out to us.