Grupotel Gran Vista and Spa

⭐ 1/5 – Disgraceful staff, misleading facilities and a thoroughly disappointing stay!

I would strongly advise anyone, particularly families with babies, to think twice before booking Grupotel Gran Vista & Spa. Our stay with our seven-month-old baby was incredibly disappointing, stressful and nothing like the four-star experience we expected.

APPALLINGLY RUDE STAFF

The customer service was quite frankly disgraceful. During our stay, our MAM Easy Start baby bottles became damaged and melted while being sterilised in the hotel’s microwave. These bottles are specifically manufactured to self-sterilise in a microwave, so naturally we were concerned and asked staff to investigate.

Rather than offering assistance or even checking the microwave, a member of staff actually called me “silly”.

I was absolutely disgusted. Imagine being abroad with a seven-month-old baby, concerned about how you’re going to safely prepare his milk, only to be belittled by hotel staff. Regardless of what caused the damage, this was an utterly unacceptable way to treat a paying guest. The lack of professionalism and empathy was astonishing.

MISLEADING HEATED POOL ADVERTISING

One of the main reasons we booked this hotel was the advertised heated indoor swimming pool. Travelling in October with a baby, this was particularly important.

Unfortunately, the water was absolutely freezing! It was far too cold for the swimming experience we had expected with our baby. Advertising a heated pool creates a reasonable expectation of comfortably warm water, and we felt completely misled.

DATED ROOMS AND UNCOMFORTABLE BEDS

We booked a standard double room but were placed in a one-bedroom apartment in an older building, which staff described as an “upgrade”.

An upgrade? Absolutely laughable.

The accommodation was tired, dated and the beds were horrendously uncomfortable. A larger room does not automatically mean better accommodation, and this certainly didn’t feel like an upgrade.

CONCERNING WATER ISSUES

We were never informed before travelling or upon arrival whether the hotel’s tap water was suitable for drinking or preparing baby formula.

After using boiled water for our baby’s bottles, we discovered considerable amounts of white flakes and sediment collecting in the hotel kettle. Whether this was limescale or something else, it was extremely unpleasant and worrying when preparing feeds for a seven-month-old.

The lack of clear information and reassurance for parents was unacceptable.

OVERALL – AVOID!

Between the rude and insulting staff, damaged baby bottles, freezing pool, uncomfortable accommodation and worrying water situation, this was one disappointment after another.

Problems can happen at any hotel, but being called “silly” for raising a genuine concern about my baby’s feeding equipment was absolutely disgraceful.

We paid for a relaxing family holiday and instead spent far too much time dealing with unnecessary stress.

I genuinely cannot understand how this hotel justifies its four-star rating. We would NEVER return and certainly would not recommend it. One star is generous if I could leave a negative review I would!

Stayed in a one bedroom apartment which was very spacious and comfortable. The hotel grounds are quite expensive but well looked after. Sunbeds are plentiful and spread around the grounds. All the staff we spoke to were polite and friendly. We stayed half board and found there was plenty of choices for both meals. The quality and food presentation was excellent. There are plenty of shops and supermarkets near the hotel and the beach is a five minute walk away. We had drinks at the pool bar and the roof bar which were nice and reasonably priced. We would definitely recommend and would stay here again in the future.