Protur Roquetas Hotel & Spa

Although this hotel presents itself as a 5-star, all-inclusive establishment, the services provided contradict both the international standards applicable to this category and the legal requirements regarding food safety and consumer protection.

1. Serious deficiencies in food hygiene
– Meals served containing foreign objects (hair).
– “Detox” water contaminated with insects.
– Dirty dishes, glasses, and cutlery with visible food residues.
These issues pose a risk to consumer health and violate the applicable sanitary regulations.

2. Non-compliance with 5-star standards
– The pool is not heated, which is inconsistent with the comfort level expected from this category.
– Serving coffee in carafes and providing water from previously opened bottles is unacceptable and contrary to luxury hotel standards.

3. Deficient management
– The staff, although polite, is visibly overworked, indicating a lack of adequate organization.
– There appears to be a cost-cutting policy that compromises both quality and guest experience.

📌 Conclusion and recommendation
The current level of service does not justify a 5-star classification and constitutes misleading advertising to the customer. This situation could be subject to complaints to the National Authority for Consumer Protection and the Public Health Directorate, given the irregularities observed.

I'm not sure who rated this hotel, but it certainly doesn’t deserve its 5-star label. At best, this is comparable to a standard 2- or 3-star hotel. Despite being advertised as a spa hotel, they charge extra for spa services, which feels misleading. I booked for two people but ended up staying alone when my friend couldn’t make it. Despite paying for two, the hotel didn’t offer any compensation or flexibility for the extra charges.

Additionally, even with a dinner-inclusive package, they still charge for drinks, including a simple glass of Coca-Cola. There's no mention of possible upgrades or package details that could improve the stay. It was also uncomfortable having someone stand by during the meal, ready to bring the bill the moment I touched a drink.

The rooms are extremely basic, offering nothing more than hot water, towels, and a bed. You could easily get the same experience from a budget hotel, and for much less.

What’s even more frustrating is that this seems to be primarily a tour group hotel. If you're not part of a tour, you feel like an afterthought and shouldn't bother staying here. The experience for individual travelers is far from welcoming or enjoyable.

If you're looking for a relaxing, luxurious stay, I strongly recommend looking elsewhere.