Helios

This is my first ever review! Beware.

I booked Hotel Helios Benidorm for a two-day trip, specifically to get away from the busier parts of Benidorm. Unfortunately it turned into a nightmare.

The main issue was at the pool, where lifeguard asked us to move my drinks (plastic cups, not glass) back from the ledge. I did so. About half an hour later another staff member (Julia) asked us to move them back further, which I also did, and then a further half hour after that we were asked to put them on a table instead — again, the drinks were moved. I know this is not material but it's a pattern of escalation and victimisation.

Despite complying, we were later told the lifeguard had complained we'd been rude. Oddly, he'd spoken to us in English himself when he first asked us to move the drinks — but when I tried to find out exactly what had supposedly been said, I was told he doesn't speak English, so there was no way to actually get to the bottom of it. If you read other Tripadvisor reviews - you will see similar issues with the poolside team. I was not aware of this at the time.

Shortly after, the bar simply stopped serving us anything at all — including water — for no apparent reason, after having served us without issue all afternoon. I had to go and find a manager myself just to get a drink of water.

Then it escalated further: a manager accused me of being rude (we hadn't been), and a second, more senior manager accused me of using a paid sunbed without paying, something nobody had told us about — and then he threatened the with eviction when I showed him evidence (photos). For the rest of the stay we felt genuinely unsettled walking around the hotel, unsure if we'd be locked out of our rooms.

To make it worse, we saw other guests with drinks and sunbeds positioned even closer to the pool than we'd been, completely unchallenged, and we also learned other pool rules (no inflatables) were being ignored for other guests too. We confirmed directly with the general manager afterwards that no rule had actually been broken on our part — so this really wasn't about rules at all. I was at a complete loss as to the issue. Honestly, I was not being rowdy, I only had 1 alcoholic drink in 4 hours so wasn't not drunk.

The rooms and location are fine, but none of that matters if hotel management responds to a guest's legitimate concern by escalating and threatening eviction. I wouldn't recommend staying, and I'd be wary of any hotel where raising a concern gets you treated like the problem.

I actually never went in the pool, and just decided to go to the beach instead which was way more relaxing. So you might as well stay closer to the beach :d

It's likely the hotel will respond to this message blaming me, but I have no right of reply. I would be very concerned with the attitude of the hotel team. I have written a formal complaint. On a plus side, I really liked the women who checked me in, she seemed great! Rooms were clean, although, I did have a moth in mine.

Excellent hotel, would definitely recommend. Staff excellent, clean spacious rooms and good food and lots of choice in restaurant. Special mention for Rocky at the poolside bar, great character and gets to know his customers well.

Great friendly hotel , very helpful staff, hotel was spotless and very well looked after.