Grupotel Revoli

Just back from a 2 week stay with our family of 5. 2nd time staying here and can’t fault the place. We stayed in room 502 and love our stay here. Place is always clean and tidy. Shout out to Emma in the onsite supermarket who was brilliant with our family and 3 girls. Food and drink are brilliant prices from the bar and were always good. Happy hour twice a day which is great. Reception staff always helpful when required. Room was cleaned most days which is great and always good to have clean towels etc. Have booked up again for next year for room 502 as our family enjoy it so much. Air con and WiFi were great for the 2 weeks. Can walk to centre and beach no problem from hotel. Our kids enjoyed the pool mat activity. Roll on next year to stay at our favourite place again.

We arrived this evening having been to Puerto Rico over 50 times, this is our 4th trip this year. Usually we book independently but because we were travelling with our grandchildren for the first time we booked a package through TUI for a week self catering at £2500. Flight - great staff very kind and professional, although we waited for coach to arrive again the journey was fine. Then we arrived at this ‘hotel’. We were given room 402, its along way from the lifts and so because of disability asked for a room nearer - told ‘none available IN YOUR CATERGORY’. I asked what CATERGORY this was ‘UN YOUR CATERGORY’ I asked therefore to upgrade and was told nothing available. I then inspected the room, I found cockroaches in the bathroom, filthy floors, filthy tiles both on walls and floors and outside balcony dirty. I went to reception and asked to be moved and was told nothing was available ‘IN YOUR CATERGORY’ I explained that I had not booked cockroaches and filth ‘in my CATERGORY’ I was told to see the TUI rep tomorrow. I asked what time the TUI Rep would be available and was told he did not know but to go on TUI App. We are only here 7 days so not unpacking has eaten into our quality holiday time. I then asked what ‘catergory’ I had booked and was told ‘balcony only (but all have balconies other than ground floor!). I cannot believe for a moment that TUI would book this ‘CATERGORY’ of accommodation for their clients. DO NOT CHOOSE THIS HOTEL - do not accept room 402 and the customer service at the hotel is non existent. So we will assess how TUI representatives customer service is tomorrow. (A so called ‘cleaner’ knocked at our door and spoke in Spanish I tried to explain the cleaning she replied ‘Spanish’ so I pointed at the cockroaches In the bathroom and the filth on floor and tiles but she swept up cockroaches and left! What happened to infection control - presumably someone didn’t ’place’ them there they’ve crawled around - I have small children who could pick up infection. Never in all out time over 40 years of visiting Puerto Rico, have we experienced such a poor hotel and room. TUI let’s hope this is resolved tomorrow.