Hotel El Puerto by Pierre & Vacances

If I could give this hotel a -5 rating I would. There is zero empathy or customer service at this hotel. On our arrival there were multiple minor ‘red flags’ that could have been overlooked however having someone enter our room and steal €300 is the final straw. Our stay was 22/07/26-29/07/26. On the 27/07/26 at 1030 cleaners came to the room while we were getting ready to leave for the beach to which we said no thank you today just some clean towels please. No problems there. However between 1100-1600 while we were at the beach someone had entered room 829 and took ALL of our money, €300 approximately. No belongings taken, nothing moved out of the ordinary in the room, only cash taken from 2 different areas in the room. €150 taken from a purse inside a small bag on the unit and €150 approximately taken from a travel money envelope from inside a handbag inside the wardrobe. When we realised what had happened we went straight to reception where we were dismissed pretty quickly as it was a ‘national police matter’. We were told that the manager would be in the next day (28/07/26) who could access the door key card information to see who had entered the room. Off we go to the national police station to log our report and told the investigation will be started the next day. Police openly admit that they point the finger at hotel staff. 28/07/26 comes and we make our way to reception ready for some answers. We were met with the ‘manager’ who could not have been less interested if he tried. He made us feel like it was our fault and dismissed the fact I stated I felt unsafe in a room that anyone can enter. He even stated ‘there is no evidence or proof so perhaps you have just lost your money’!! I simply ask what am I supposed to do with no money and no bank card, can you even offer us dinner at the hotel. The answer was ‘no that’s not our responsibility’. This left us feeling defeated with 2 days unsure what to do. Moving on to the ‘minor red flags’ that I would have overlooked but now believe these were all indicators of how the hotel really is. The rooms are not clean with our room having dirty makeup stained curtains. There was even what appeared to be blood stains up the wardrobe door. Your bedsheets are also not changed very regularly. The pool bar was closed ‘for renovations’ in the middle of holiday season. Inconvenient if you are all inclusive. The pool also does not open until 11am. On 2 occasions our room door key would not allow us to enter the room, having to get staff to let us in. The shower flooded the bathroom every time it was used. This was not user error, it simply just leaked so much. The beds are as solid as concrete making them extremely uncomfortable. The elevators are extremely slow and can easily be standing 5-10 minutes waiting for one to arrive at whatever floor you may be on. All in all DO NOT go to this hotel. Over priced, unhelpful and potential thieving staff and no pool bar.

Do not book if you are looking for a relaxing holiday. Pool Bar was not open for the duration of my holiday and it was not ideal to go up and down 10 floors on a small lift to then have to purchase cold drinks from the reception bar. Had to queue every day for entrance to pool as not enough beds to go around. Rooms had one wardrobe, no drawers or cupboards to store clothing. Totally MIS-SOLD. Not as advertised. I spent a lot of money and was very disappointed. Will not be back and would NOT recommend.

I have stayed at this hotel for many years (10+), but sadly, this will be my absolute last visit.

The Upgrade Fiasco & Rude Management Historically, I have always been able to upgrade our standard room to a junior suite via email and simply pay the difference upon arrival. We love the junior suites for their spaciousness and great views. However, this year I was bluntly told they "do not do this" and "haven't done it for a few years." This was utterly confusing and frustrating, considering I have done exactly this in previous years and actually had an email confirmation saying the suite was booked!

When we arrived and were told we didn’t have our junior suite, the reception staff were incredibly unaccommodating and quite rude. Eventually, a receptionist got the manager on the phone to speak with me. To say he wasn’t very nice is a huge understatement. He was completely dismissive and flat-out refused to acknowledge that we had followed this exact upgrade process in the past.

The Room & The "Apology" We were stuck in a very basic standard room with awful views. The hotel's attempt at an apology came in the form of two small, very hard, plastic-looking cakes. They looked like stale leftovers from a buffet and went straight into the bin.

Pool Area & Absurd Rules The pool area seems to cater mainly to the non-paying public rather than paying hotel guests. Because there were not nearly enough sunbeds for actual paying guests, we tried to use the cushioned chairs. We were told we weren't allowed to sit on them unless we were clothed. This is a ridiculous rule when it is far too hot to wear clothes by the pool! Furthermore, the sunbeds they did have were packed so tightly together that it was actually dangerous; there was zero room at the sides, meaning the only way to get on and off was to slide off the very end of the bed, which is impossible for people with mobility issues. Because of this, we had to go across the road on the beach and pay out each day for sunbeds. This is something we shouldn't have to do if our own hotel has a swimming pool.

Falling Apart & Unprofessional Staff The hotel is slowly falling into disrepair. The outside of the building literally looks like it has war damage. Across the board, the staff are not very friendly. To top off the terrible customer service, the manager was even seen arguing loudly with another guest in the reception area, which is highly unprofessional.

We have had a few minor hiccups over the years, but nothing even close to this level of disrespect and poor service. That is why we kept coming back for so long. But after this experience, we will never return and I certainly dont recommend staying there.