Guayarmina Princess

Going platinum at this hotel is pointless and is a waste of money, very misleading too. My boyfriend booked platinum for us and paid extra for a bath tub in the room (which we did not receive). You are only allowed the mini bar once, which is very poor.

The whole idea of being ‘platinum’ was to feel like you got something better than the standard room.. the balcony had two chairs and a table and was very small, but in the pictures it showed 2 sun loungers, there was a very loud sound coming from the extractor fans blowing throughout the day/night from the hotel facing our balcony, so we couldn’t relax.

On our second morning we went to the ‘platinum’ restaurant for breakfast. An employee said good morning and quickly walked us outside. Once we had our breakfast we fancied some fruit from the buffet, whilst my boyfriend was lifting a plate I heard the same employee shouting at me from across the restaurant asking “what are you doing!” and “did you even check in” leaving me embarrassed infront of other people inside the restaurant. I explained that we had checked in with him 5 minutes previously but we wanted some fruit and he honestly gave me a nasty look.. I was so upset, as someone who has anxiety, it took a lot for me to stay after this. We sat at a table with 2 pieces of watermelon and 2 pieces of orange. He stormed over to our table and said “seriously! Why would you do that!” And pointed to the table because it wasn’t dressed and told us to move.. I went back to our hotel room and cried, I was embarrassed and so upset by how I was spoken to.

My boyfriend complained down at reception and he spoke to the complaints team, when he investigated the situation he told my partner that the employee was actually the manager of the platinum restaurant and he complained that “they were eating with their hands”, further insults to guests!! Please explain how it is inappropriate to eat fruit with your hands? Who on this earth eats an apple and watermelon with a fork! We feel as though this matter was NOT dealt with, in fact brushed under the carpet. We didn’t eat from the hotel since this.. even though we had paid for it we felt uncomfortable returning. We used our money to eat elsewhere which shouldn’t have been the case if the issue was resolved properly.

We had to scan our bracelet to get into the restaurant and then the employee scanned our bracelet again once we ordered food and then they asked for our room number, it’s all a bit too much.. Then to be accused of not checking in was shocking.

When checking out they didn’t even ask us how our stay was, just as quick as they could get rid of us from the hotel. But very welcoming when we entered the hotel to begin with..

The 2 stars I gave were to the cleanliness of the hotel and the hardworking cleaners which do not get enough praise, the place is was spotless. Great entertainment throughout the week also.

I really wish I had a better experience at this hotel as it’s in a great location. Wouldn’t stay here again, very poor customer service.

22 July - 5 Aug. Only three minor criticisms: Three of the acts were cancelled and, I felt, replaced by less accomplished acts. The bands 'Gotra' (rock) and 'Soul Stream' were good. The sinks in the room drain really slowly. It's a small problem but annoying after two weeks. The bar in the Sunset area has reduced it's opening times.

Other than that, everything was great.