Very disappointing service for a five-star hotel

I have stayed in many hotels over the years, and I honestly cannot remember ever feeling frustrated enough to write a public review. However, after our stay at Higuerón Hotel Curio Collection by Hilton from 20–22 August, I feel that other guests should know about our experience.

We had booked two rooms. When we arrived to check in, I handed the receptionist both my passport and my mother's passport. However, when we received our keys and went upstairs, I discovered that only one of us had actually been checked in and we had only received keys for one room. I initially assumed that the keys for both rooms were inside the same envelope. I then had to go all the way back down to reception to sort out the second room.

Unfortunately, this was only the beginning.

When we returned to the rooms later, we noticed that room 411, which was my mother's room, had a strong smell of dampness and humidity. On top of that, the electricity in the room was not working properly. We tried inserting the key card correctly multiple times, including trying a different card, but the electricity kept cutting off and the air conditioning was not working.

We called reception and explained the situation. We were told that a cleaner would come to check the smell and that we should try the key card again, as perhaps it had not been inserted correctly. We explained that we were perfectly capable of using a hotel key card and that this clearly was not the problem. We were then told that a technician would also be sent.

We waited around 15 minutes, but nobody came. I eventually went back down to reception and explained that we could not continue waiting in a room with a strong damp smell, no reliable electricity and no air conditioning. My expectation is that when you check into a five-star hotel—especially after paying a significant amount of money—the room should be in proper working condition.

I asked to be moved to another room, but I was initially told that the hotel was fully booked and that there were no other rooms available. We were simply asked to wait while they contacted the cleaner and technician again.

A cleaner eventually came to the room. Rather than investigating the source of the damp/musty smell, she started spraying a strong, heavily scented chemical product directly onto the wall and the toilet in front of us. The smell of the product was extremely strong and chemical-like. It felt more like an attempt to cover up the smell than to actually address the underlying problem. This was particularly concerning in a room where someone was expected to sleep.

At that point, we had already been waiting for around 30 minutes, and the electricity and air conditioning were still not working. We then waited another 10 minutes, but the technician still had not arrived.

I finally went back down to reception again. This time, there were several other guests waiting to check in, and I was much more direct about how unacceptable I found the situation and the level of service we had received. Interestingly, their attitude suddenly changed, and they immediately started looking for another room.

Surprisingly, another room was suddenly available.

We were eventually moved, although the new room was located in another wing of the hotel. When we returned to room 411 to collect our belongings, there was still no technician there.

What disappointed me the most was the feeling that we only received proper assistance after I had to become visibly upset and raise my voice. Being polite and patient did not seem to get us anywhere. That should not be necessary at any hotel, let alone one marketed as a five-star property.

For anyone assigned room 411, I would strongly recommend checking that the issues have actually been resolved before accepting the room.

To be fair, not everything about our stay was negative. Our other room, room 407, was perfectly fine. The breakfast was excellent, and the staff working in the kitchen and around the pool were friendly and pleasant.

However, there was also a general lack of information throughout the hotel. We repeatedly had to ask how to access the gym, how to use the pool and where different facilities were located. There was not much useful information available in the room, and even the information provided through the QR code and website was not particularly helpful.

The final issue happened on our last night and during check-out.

When using the valet service, you would normally expect to receive some form of receipt or ticket when handing over your car keys. On our last evening, I gave my car keys to the valet employee, but he did not give me a receipt. I went back and asked for one, but he told me not to worry and said that when I wanted the car back, I could simply tell him and he would remember.

The following morning, when we were checking out, I informed the receptionist that our car was with the valet and explained that we had not received a receipt. She told me that her colleague would help me shortly. I also explained that the car was registered to our room and that they should be able to locate it using the registration number.

I then went outside to wait for the car.

After approximately 10 minutes, with our time becoming increasingly limited because we needed to get to the airport, I went back inside. To my surprise, the receptionist then asked me what it was that I needed help with—as if our previous conversation had never happened.

I had to explain the entire situation again.

Only then did she ask for the car's registration number, locate the keys and arrange for the car to be brought out.

This may sound like a series of relatively small incidents individually, but together they created a very frustrating experience. Incorrect check-in, being given a room with a damp smell and electrical problems, waiting around 40 minutes for assistance that never arrived, initially being told there were no alternative rooms and then suddenly being given one, poor communication regarding the hotel's facilities, and finally the confusion surrounding our car at check-out.

For a five-star hotel, this level of service was extremely disappointing. I have honestly received better service at hotels with far fewer stars.

The hotel itself has many positive aspects, and several members of staff particularly those working in the kitchen and pool areas were excellent. The breakfast was also very good.

However, the reception service and the way these problems were handled left a very negative impression. Guests should not have to repeatedly chase staff, wait almost an hour for basic issues to be addressed, or become visibly upset before someone finally takes the situation seriously.

Unfortunately, despite the hotel's facilities and positive aspects, our experience with the service—particularly at reception—did not meet the standard I would expect from a five-star hotel or a property carrying the Hilton name.

Positives Cool hotel; clean and tidy with good facilities including a gym, 2 swimming pools, lane pool inside and rooftop pool. Breakfast was fine, served longer times on an Sat/Sun. Rooms; very clean and tidy with lovely staff who took care of that side of things. Bottles of complimentary water daily. Rituals products were a great touch in the room. Location; 20 min walk down a massive steep hill to the beaches/beach club 🤣 defo not walking it back up! But there is a shuttle offered by the hotel from the Beach Club. At the quieter end nearer Benalmádena/Fuengirola side rather than bang centre Fuengirola. Loads of good food places around the beach fronts and streets.

Cons Check in upon arrival we were given absolutely zero information about our stay including what facilities were and were not included i.e. gym, indoor pool, rooftop etc and it was unclear on OnTheBeach as well as the hotel website what was included in guest stays. Charged to use the rooftop pool when already a guest... charged for a bed at the Beach Club however the cost entitles you to your lunch and drinks to the value (but overpriced menu from the get go so doesn't get you much). Breakfast was alright however absolute chaos due to the poor layout and the poor egg chef was on his own every day absolutely grafting for his wage due to how busy he was which also meant massive queues for eggs if wanting. There were people everywhere. You got the tea and coffee yourself from rubbish machines unlike other 5* hotels where they at least ask you for your tea/coffee order and it's good coffee. It says adults recommended and there were a few kids there but I wouldn't class this is a child friendly at all if considering it. The shuttle was a great facility however the timings were hit or miss and again this was information not provided with upon check in. Other than the general house keeping and cleaning staff around, the service from more front facing staff was hit or miss. We are unsure if we'd return here but it could be far better with some tweaks like guest information for a start but it is in pretty surroundings and relatively peaceful.