Neptuno

Absolutely incredible hotel in every sense of the word. From the moment we arrived, the staff were warm, welcoming, and couldn’t do enough for us. The hotel itself was spotless, beautifully decorated, and maintained to an exceptionally high standard. The rooms were spacious, comfortable, and equipped with everything we needed for a perfect stay. The food is fantastic as are the drinks.

The facilities were outstanding, the atmosphere was relaxed and friendly, and the location was ideal for exploring the surrounding area. Every aspect of our stay exceeded expectations, and it is genuinely one of the best hotels we have ever stayed in.

One thing worth mentioning for future guests is that the hotel is a very popular gay hotel located in a well-known LGBTQ+ destination. We weren’t aware of this before travelling, but it wasn’t a problem for us at all and everyone was incredibly friendly and welcoming. However, it may simply be something to be aware of in advance if that isn’t the type of holiday atmosphere you’re looking for.

Overall, we had a fantastic experience and would highly recommend this hotel to anyone looking for a first-class stay. We would happily return without hesitation.

I arrived at the hotel and settles into my preferred room choice room 401 which cost me 59 euros extra on top of the normal price to book the room. The room overlooked roofs of the Yumbo Centre. The preferred room choice is an additional charge on top of the advertised price on hotel websites so the visible price of the rooms cheaper on their website than what you actually end up paying when you go through the booking process, it is misleading and needs to be factored into any booking cost.

I woke up at 7am to noise from the builders who were replacing the floor tiles in the patio areas of rooms 501 directly above, room 301 directly below and room 400, 402, 403, 404 and 405 so I had been charged extra to be surrounded by building work which went on all day. I went down to speak to reception on day 2 as it carried on and a builder had walked into my room when I was getting changed- even though my room was not one of the rooms being worked on and the 'No molestar' sign was clearly visible on my door handle outside. At this point I had had enough and spoke to the Customer experience manager. I wanted to establish who had access to my room as for me it was a security risk for my belongings. It turned out he hadn't used a keycard but my door was not properly locked and he had tried the handle and walked in. I was offered an alternative room at this point but was not given any indication of where the room would be. As I had already unpacked everything and settled into the room and the building work was suppose to stop the following day I kept the room.

On the third day I decided to use the gym after breakfast as I am a regular gym goer normally. I was shocked at the state of the area and the areas which were next to it open to the hotel guests. The gym floor was filthy with stains, all trims were loose and dirty around columns and the floor, the machines had grease oozing from the moving parts and the multigym which appeared broken on a photo from two years ago on their website was also still broken with the wires tangled. It appeared the basement where the gym was , was being used as a dumping ground for old broken furniture and hotel cast offs. I was shocked at the state of the areas.

when I came back to my room I decided to sit on the balcony- It was so dirty that I immediately went down to reception to ask for my balcony to be cleaned urgently. The furniture was all covered in a layer of dust, the tiles themselves were covered in building debris, grit and dust. I told reception that It was unacceptable that it appeared my balcony had not been cleaned since the building work started and wanted to raise a formal complaint and meet with the hotel director. The earliest this could take place was the following Monday.

I went to breakfast on the Monday morning as usual and used the fresh orange machine which presses the oranges. I noticed as the orange juice was flowing into my glass that there was some dark debris in the glass . I stopped pouring and fished the debris out to find two dead beetles like insects about 1cm long- I immediately called the waitress and showed her what I had found and gave them to her in a napkin to report it to the restaurant manager. She was shocked at what had come out but they continued to allow guests to use the machine even though this had happened- For me this was a clear breach of food safety!! I had the meeting with the hotel director Armando and explained the whole situation. I offered to show him the areas that I felt were really poor in the hotel but he made an excuse that he didn't have time and really didn't seem interested. He did agree that it was unacceptable what had happened and didn't disagree with any of my comments. I was offered my 59 euros back for the preferred room 'add on' and he also offered to upgrade me to all inclusive for the remaining three days. I explained that I didn't want this as I didn't want to stay in the hotel during the day but I accepted they pay for my one glass of wine each night I had with my meal.

For all the reasons above this is why my rating for the hotel is so poor. I would not return there or advise friends and family to stay there based on all the cleanliness issues and the poor condition of the facilities. I have enclosed photos so that other travellers can decide for themselves. I would not consider this hotel to be 4 star. The hotel directors lack of interest in the issues which I raised, him having worked there for ten years clearly shows he either does not care about the hotel. Maybe he will look closer now after this review.

I have stayed in several other 4star hotels in the immediate area and The Neptuno falls well short of all I have stayed in. It has a good location very close to the Yumbo Centre but is really noisy despite reviews saying it is well sound proofed.

The hotel is very out dated..needs a good upgrade..food is not good..ended up going out every night..pizza from the day bar was frozen...not much choice.. can get water from the day bar for ure room..cleanliness in rooms is average..the noise from the yumbo is unreal but what do u expect being so close to it.. Entering the hotel there is noone to help with luggage and there is 9 steps down to foye...then a further 8 steps to reception..best leaving luggage in foyer.. Oh what and another 8 steps down from main street Cleaners do come in everyday Staff are nice But the hotel its self is not a recommendation from myself..if u smoke they do have smoking areas at the side..not allowed to vape at the pool..but for the size of the pool.. what's the problem as smokey area is right next to the pool anyway .. Standard rooms look on to the side of the hotel. Up grades onto the pool...so no difference really all rooms are standard just the view.. Shower takes a good 10mins for shower to heat up then roasting to freezing in seconds