Firstly, I rarely complain. I work in the travel accommodation sector and I know some people have unreasonably high expectations etc. This is not the case with my review. This is a pleasant, 4 star hotel in a wonderful location. What let's it down is something which costs nothing to correct... Appalling service; even from management
We booked a family suite and two additional twin rooms. Our confirmation stated check in was from 2pm. We set off from home at 4am with two young children. When we arrived in Spain we had lunch before arriving at the hotel at 4pm. We were then told ( with no apology) our rooms wouldn't be ready for 45 minutes. This is ridiculous that it is nearly 3 hours after the original time. They gave us a ticket to have a free drink, but our children were desperate to get in the pool. So we waited and waited and waited in Reception.... We told the General Manager who was enjoying a coffee. He gave us another ticket and we waited and waited and waited, sitting on the entrance steps so they wouldn't forget us. Eventually my husband asked again and then they gave us the key cards to the family suite. Then, we had to ask if anyone could help with a trolley for our bags as we had a lot of luggage & 2 children. Why no offer of help in a 4 star hotel??? 10 minutes later our luggage arrived and we could get changed & go to the pool. It was about 5.30pm now. Every sun lounged had old towels on them and there was no way of knowing which was free or not. Someone should be clearing the pool area of old towels and used drinks cups etc but they don't.
So, we enjoyed a swim & some sun anyway. That evening we decided to book a Balinese bed by the pool so we could guarantee a place and the kids could sleep if necessary. The general manager at reception said booking.for the 20 euro beds were from 7.30 am.. First come first served. Personally, given our arrival problems I would have given us one free & reserved it for us then as a gesture of apology but they didn't... So, my husband set the alarm for 7 am to make sure he was down at reception following morning first to book a bed. Next morning he gets there 7.30 am on the dot to be told.. Bookings for the beds are from 8.30! Very irritating again. What adds to it is that the staff seem blasé about guests.. As if we're cattle and there are no smiles, no care, just we're all one & the same... Just irritants to their day. I know it's a hard job running a hotel, it's hard to please everyone etc and guests can be difficult...but this is absolutely no excuse for poor service.
The family suite was fine for a 4 star. A bit small and two glass top coffee tables probably not the best choice for childrens rooms but it was clean and adequate. There was no information book in the room telling us about breakfast times etc etc.
It's a shame because we are regular visitors to Marbella as we have family here but we will definitely not be coming back to this hotel because of the service. It could be amazing because it enjoys a great location & is a classic, attractive building. Treat your guests as guests! Look after them. Show kindness after their journey. Have their room ready.. Not more than 3 hours after they've paid for. Smile. Keep the pool area clean.. It's the most important area in the summer. Give correct information at reception. All easy to do and would have meant a 5 star review.
- Official Description (provided by the hotel):
- Fuerte Marbella, the most emblematic hotel in the centre of Marbella, combines tradition and innovation. On the beach front and surrounded by 4000 sq. Meters of garden, Fuerte Marbella Hotel is an oasis walking distance to the Marbella old town, with restaurant and shops. Most of the rooms have magnificent views of the Mediterranean sea. A 7 km long beach promenade allows gentle walking to the famous Puerto Banus, with international shopping and restaurants. Fuerte Marbella offers a complete sports centre with covered heated pool (winter only) and a beach restaurant with sun beds (extra charge, summer only). Easy access from Malaga International airport (60 km) by rental car, shuttle bus or private transfer (book through the hotel). Public direct bus to Marbella bus station is also available. ... more less
- Reservation Options:
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- Also Known As:
- El Fuerte Resort
- El Fuerte Marbella
- El Fuerte Hotel Marbella