Eurostars Grand Marina Hotel GL

This was one of the worst hotel experiences that my wife and I have ever had. It wasn’t just about the poor quality of service. We believe that we were treated differently because we are Black. This was evidenced by the warm welcome other guests ahead of us received and the ease with which they were checked in on arrival and catered to by the front desk during the interactions we observed during our stay. Notably, we did not encounter any other Black guests during our 3 night’s stay.

When we arrived, it took 20 minutes to check in, yet the two groups being attended to at the same time as us took way less time and received a warm welcome. It was extremely odd as we purchased a City Suite with bed and breakfast over a month prior. They made me re-enter my email (even though it was already displayed on the iPad). The manager sarcastically blamed the “delay” on a glitch in technology, which was untrue.

The next day, we were mildly jet-lagged (we’re from the US) and slept in. We placed our do not disturb sign on the door. A house keeper knocks once and immediately enters our room without permission. My wife speaks Spanish and told her we’re still in the room. Completely freaked out, we immediately put every valuable we have in our locked suitcases and the safe. They called several times requesting to enter the room to clean even though we did not ask for the service. The do not disturb sign remained on the door for that day.

The following day, we left the room at 10:00am to allow staff to clean. We returned to the room at 3:30pm and a housekeeper is still in the room. We were mildly annoyed because we needed to retrieve several items from the room. The housekeeper explained that she was just finishing up so we left to purchase our tickets for a boat tour for the America’s Cup. We returned to the room about 45 minutes later only to discover that our room key was no longer functioning even though the key worked on the elevator. We left for the boat tour and went to the front desk when we returned from the tour about 1 hour later. When we arrived at the front desk, we were dismissed by a man who appeared to be the manager. We were then attended to by a rude representative who condescendingly told us we must have de-magnetized the keys by putting it next to our phones. The representative re-issued the keys and when we returned to the room and our keys still did not work. More than annoyed and fearful for our stuff we went back to the front desk and then staff returned with us and brought a technician, who determined that the battery on the room door had died. No apology for the inconvenience, nothing at all.

We thankfully departed to go home the next day. As we are checking out, the only words from the front desk attendant were “did you use anything from the minibar?”

Service was not great and not helpful
I gave 1 star because the valet was great.
The rooms are clean and soap smelled good, but everything else is annoying and terrible. Soap dispensers were not working. The lamps were not turning off . I called service desk for how to turn it off as I had to sleep and they don't know either. They said they have to ask someone and send somebody to turn off the lamp for me! My husband and I clicked every single switch and even removed our card key and the lamp still doesn't turn off.
The plugs to charge phone don't work well. I could not charge my phone if lamps are off.
And the telephones are not wireless; they are still those short curly black cords from the 80s so the phone keeps falling and the reception gave me attitude why the line is noisy. They hung up on me twice.
The night side table is so tiny, things keep falling.
Curtains are not blackout.
We wanted to have dinner and we went down around d 6:30; their restaurant is not open for dinner till 7PM. So don't go there before 7 for dinner.
It is close to the marina but there are no restaurants or shops around the immediate vicinity.