Alua Gran

If I could give zero stars I would! This hotel is not 4 stars, it is seriously outdated and the customer service is absolutely appalling. This hotel is understaffed and works on a token system to get drinks, the whole point of a all inclusive holiday is that it is meant to be a relaxing holiday without having to spend time queuing up to get drinks. Just to top it off Me and my family got stuck in one of the lifts for 10 minutes…... the emergency alarm went off and other people staying at the hotel heard the alarm however the reception staff (one person on the desk) said that he never heard the alarm go off. If it wasn’t for my brother and husband forcing the lift door open we would’ve been stuck in there for longer. This is absolutely unacceptable this is a serious health and safety issue, especially as my sister has a severe heart condition and was having a panic attack. As soon as we got out the lift we spoke to the receptionist who said he was very sorry and that usually someone would call if there was an issue with the lift … on this occasion it did not happen (this hotel does not meet regulation standards which is concerningly dangerous!). We even had to tell the receptionist to put an out of service sign on the lift as other people where trying to use that lift which was broken … they finally put a sign at least 12 hours after our incident. we spoke to the manager who offered a 25 minutes massage under the condition that we sign a disclaimer!!! We were disappointed with this outcome so we had further discussion with the manager who advised we could leave if we wanted! How can you turn around to paying customers and recommend they leave ! We had also asked for an incident report so that we could have a log of the complaint but the manager said we would have to sign the disclaimer to get this information…. A very corrupt system absolutely appalling customer service. And to top it off we found a cockroach in the glassware tray … apparently the manager said this wouldn’t happen because they check this weekly! I would avoid this hotel at all cost!!!