"Puente Romano exceeded our expectations - thank you team!"

"My husband and I recently stayed at Puente Romano for a short break. We had great expectations for this hotel. It was beyond disappointing. Firstly the pool situation is an absolute disgrace. They advertise they have 4 /5 pools - however two of these pools (one at La Petit Maison and the second adults pool at Coya) are fee paying (approx €200/€300 for two people). The remaining two pools included with the hotel stay aka no extra fee included were consistently full by 10/10.30am and every day people arriving later than this were forced to either pay to go to the other pools. I should note also the beach beds were full by this stage also. In my opinion that is an absolute disgrace and not acceptable for the cost of a nights stay. You shouldn’t have to get down to the pool early to gaurentee your spot while on holiday. Families should especially be wary of this - if you are not down at the pool by 9/9.30am you will not get a spot. Just to note the resort is huge and the map / directions around it are not easy to follow. The gym and spa are behind La petit maison with very few signs. The hotel staff were terrible at giving directions and certainly never guided you to where you wanted to go themselves. The staff are ok, it felt the hotel was a job for them and we never saw anyone being particularly helpful or friendly. Check in was disjointed. No one helped bring our bags into the foyer and the lady at check in failed to mention the additional costs for the so called “included pools” Turn down service was poor for a 5 star hotel. All they did was close the curtains and didn’t take away used cups or refill the tea / coffee stations. Small thing to pick at but again bad form when you are paying 5 star hotel fees. They were also slow to replace any amenities used during normal room make up. Overall, we have stayed at a lot of 5 star resorts and found the facilities and customer service really let Puente Romano down. The pool situation is the worst thing about this hotel. Definitely not worth the money. A sure place for an Instagram influencer but behind the glamorous facade there’s no customer service, the pools have minimal availability and the restaurants are an absolute rip off."