Villa Del Mar

I wanted to share my honest experience regarding the spa facilities and how the situation was handled during my stay.

When booking, we were given the clear impression that the couple’s package included a 50-minute shared treatment together. However, when we arrived and asked about the timing – 45 minutes after entering the spa – we were told it was actually individual treatments, meaning we would be waiting around while each person was seen separately. We were also informed the massage would only last 15 minutes, which was completely different to what we were promised.

We were unhappy with this change and agreed to pay just for the use of the facilities. We were charged €75, even though the brochure clearly states a rate of €20 per person – this was very misleading.

What made the experience even worse was the way we were treated. The staff spoke in Spanish between themselves and we could clearly hear them discussing us, as we was translating in real time , including remarks about not wanting to refund the full amount and offering only a smaller sum instead. There were even comments like “they are not worth it”, which felt very disrespectful and made us feel inadequate. The reception staff also gave me constant dirty looks, which was extremely unprofessional and unacceptable.

As someone who visits spas regularly and runs my own salon, I know exactly what good service looks like. The spa itself was also not up to standard – it was clearly in desperate need of maintenance, with grouting needing to be re-done and areas requiring a thorough clean.

I am very disappointed with how the whole situation was managed. It was unprofessional, misleading and disrespectful. I translated my concerns in Spanish so they could see my points why we wasn’t happy, they got the manager (who was dealing with it upstairs with the spa receptionist) and our views was subsided with a smile and grin on her face. Appalling management, and even worse customer service.

The only positive at the hotel was the rooftop bar lady. She went above and beyond. She would deserve 5

Location ideal, on the quieter end of Benidorm, although only a ten minute walk to the old town. Hotel quite modern compared to others and room and food very good. No faults, would definitely visit again.

The hotel was great stayed in room 608 ,the room was everything we expected with the jacuzzi, The food was spectacular, saw a review about having to make a meal with the food ,its easy when its a buffet, so not sure why people leave negative reviews, The staff are amazing and so polite, saw another review about having to get up crack of dawn about putting towels out on the beach, its standard so the negative comments about it are self entitled people, the roof top bar is excellent, I recommend this hotel and im hard to please, I will be returning next year booking already anyone who leaves a negative comment about the hotel or the staff shame on you ,yes maybe need to be updated but guess what your on holiday!The beach is 2 mins away !