Benidorm East by Pierre and Vacances

Worst experience I have ever encountered on holidays!!!! I never leave awful reviews but this I feel I had to share.

I have travelled to many countries, and have never experienced customer service like I received here.

Just returned from a four night stay ending 19th June 2926.

I called the Pierre Vacances a few days prior to my arrival, to confirm my booking . l had booked through an agent , not directly with the hotel itself. My arrival time was due for 1am so l wanted to ensure that I could check in at that time off night.

When l called the hotel l spoke to a receptionist called Miranda Sanchez. I greeted her then explained l was arriving to stay in the apartments late at night and asked was late night check in possible? and asked could she please confirm my booking?.

Miranda said yes reception is open 24 hours a day. However what she failed to inform me was that reception is infact open 24 hours, in the hotel around the corner!.

The apartments do not have a reception area so all check in for both the Pierre Vacances Apartments and the hotel all must be done in the hotel building itself.

Information l feel she should of stated as l was queuing check in and had explained my arrival time and that l had two children travelling with me and a friend. Not being told this caused issues and stress unnecessarily.

Miranda then proceeded to say "I won't check your booking as its through an agent". I explained that l had the hotel confirmation number and asked could she please check it?.

Mirandas response was "no its through an agent l won't check it". I asked again politely and reiterated my situation, late arrival with children. Miranda said "l can't help you" in an angry tone and was very dismissive. Being unable to assist a guest is one thing, but what I was asking was basic check in queries. Miranda didn't explain politely, she was rude and somewhat aggressive in her tone of voice . It appeared as if she were angry with me for asking a straight forward question.

When I arrived at the apartments there was a sign saying check in at, and gave an address. I returned to the rental car and tried to find the street stated on the sign in the apartment. I tried to call the hotel , to ask where it was. The phone was cut off twice as if it were being cancelled.

I walked around looking for the hotel entrance and after a while realised the building next to the apartments was the back of hotel and that I should walk to the front and go to reception. If Miranda had of told me this I would not of spent my time walking around the back of a hotel trying to gain access . The were no sign post saying entrance or reception. This was in the middle of the night and walking around the poorly lit area right behind the hotel.

All of this was avoidable if Miranda had simply just told me this basic information. Miranda was unhelpful, rude, aggressive and dismissive.

When I got to reception Svetlanna was working she checked me in. I paid the €200 security deposit, then booked the underground parking and proceeded to park the car.

I gained access to the underground car park which is situated under the apartments. I parked the car and was unloading luggage. After what seemed like two or three moments , the lights went out in the underground car park with it being night visibility was very poor so I was unable to find a light switch . I located the stairs and I my friend and two children carried our bags up as we couldn't find the lift in the darkness.

Check in at night was the most stressful experience I have ever encountered in any hotel I have stayed in.

The apartments were nice and conveniently located to the beach and many bars restaurants. However the customer service entirely put me off returning to this accommodation

Filthy vile hotel. Did a review already about a diabetic guest checking in at 10pm when the kitchen closed. He was refused food. The lying hotel responded that he was offered food up till 11pm which was a blatant lie by the hotel manager.