Hotel Anel

Our experience at this hotel was far below what one would expect from a five-star superior establishment. From the moment we arrived, we encountered problems. The room we had booked was not available due to a malfunctioning air conditioning system, and no satisfactory alternative was provided.

The spa was another disappointment. Despite being advertised as a key feature of the hotel, most of the services required an additional payment, and the jacuzzi was out of order. To make matters worse, the spa manager was remarkably unfriendly and unhelpful.

Breakfast service was substandard. In a hotel of this category, one would expect consistent quality and replenishment, yet the buffet was left to run empty well before the end of service. Basic items such as bread and milk were simply unavailable, and no effort was made to restock them.

Our room lacked even the most basic amenities: no hygiene or body care products beyond a single bottle of shower gel, which was never replaced. Today, we had to call reception once again because the air conditioning still wasn't working, and neither was the in-room jacuzzi — despite multiple complaints throughout our stay.

Upon arrival, there were not enough towels in the room, and the pillows were later replaced with noticeably less comfortable ones. At the swimming pool, guests are required to purchase a swim cap, which we were not informed about in advance. Even the morning shower was a disappointment, as there was no hot water.

Many elements in the room were worn out or broken, contributing to the general sense of poor maintenance and neglect.

As if all of that weren’t enough, on our last night we experienced a power outage that left our entire room without electricity.
An absolute disaster — it’s honestly a bad joke that this hotel is rated five stars…

🏴󠁧󠁢󠁥󠁮󠁧󠁿We stayed for 2 nights.

Very dated hotel, it does not include the 5 stars, crazy as a comparison to Italy and other countries, probably if we were in the 80s I would agree.

A lot of dust around, the bathroom air filter was full of dust the Which denotes a lack of cleanliness for months, the balcony full of dust and cobwebs.

The restaurant was nothing special, slow service and absolute lack of baby food.

The breakfast was quite poor without even having the chance to have a measly soy cappuccino. If this is the maximum that Sofia can offer at the 5-star level we are in bad shape, we will not return.

We booked a room through Booking.com for two adults and an 11-year-old child. We arrived at the hotel at 10:00 p.m. and waited 40 minutes at the reception because there was only one employee who was processing documents for five guests, spending about 10 minutes with each one, answering their questions. We asked for priority since we were with a child, but we were told to wait — there was no priority given at all.

When we finally received our room, we found that there was only one bed and no additional bed for the child. We went back to the reception to explain the situation, but they told us that it was their policy, even though our Booking.com reservation clearly showed a bed for the child. The receptionist refused to resolve the issue and said that we could only contact the manager the next day.

Meanwhile, the room was already paid for. The next day, they promised to refund the money, but the refund was never processed. When we called again, they refused to return the payment, stating that they fulfilled all their obligations.

We are extremely disappointed with the level of service and customer care.

I have never experienced customer service so terrible in a supposed 5 star hotel. Tried to charge us for breakfast when the book in the room clearly said it was free and when we proved we were right, they were very rude. Whilst they refunded us, they told us to sit in reception so we did but they never bothered to tell us they had finished the transaction so we sat there for hours. Staff were incredibly rude. I would steer well clear, you can find much nicer and less dated properties with better customer service. Will never book again.