Playa Esperanza Resort

We paid for the most expensive appartement because of the pictures, expecting an exclusive experience and relaxing time but we were given a ground floor room with people basically tanning and chatting at your terrace, almost inside your space. We had to keep curtains closed at all the time and didn’t even use the external area which was originally the main reason why we spent so much money… completely gutted Be aware that are only 4 rooms of this category so you have 25% chance of ending up in this one, they should have a different price and make it clear when booking

We have just arrived at this hotel and the hotel is ok although expect to pay an extra €15 per day if you want to sit on a bed at the beach. Also we where placed in a disabled accessible room, emailed hotel reception and reservations to be moved to a normal room and no response, they responded quickly when I was booking the hotel but now there is an issue they are silent. Front desk staff are fairly abrupt and a bit rude (not sure if they mean it or it’s just the Spanish way) everything you ask them they respond as though it’s an inconvenience and it’s not their job so assist you or you’ve just asked them to do something crazy. Again the hotel is ok but it’s 4* for a reason.

Our son has a severe allergy to some nuts and also reacts to egg. At breakfast we noticed that the muesli had a pile of walnuts in the middle, and the sign did not include nuts in the allergens. We raised this with the maitre d and his response was not satisfactory. He first said foods might contain small amounts so best to avoid- obviously our son needed to eat so we couldn’t avoid everything, and then when we clarified it was a large amount he said he couldn’t do anything at the time, and eventually said he’d let the kitchen know later. We explained the urgency; that others could potentially have a reaction but that didn’t seem to phase him. To our shock the communication to the kitchen did not happen, or was not done effectively as the same thing happened every morning subsequently. The particular staff member was cold and tried to avoid any eye contact after this incident. I do hope that his attitude is addressed. In the last evening, similar happened with a watermelon salad, it had walnuts but gluten was the only listed allergen, the blue cheese also had nuts sprinkled on it most evenings. We were on high alert for the nuts that my son is allergic to, so there may have been other errors, and certainly spotted a few with the cakes and desserts. We raised the allergies when we arrived as advised to by the hotel in an email beforehand, however we spoke to the head chef via another chef translating, and we’re not offered much advice or help other than when we asked about a few specific foods. It was very busy and awkward as there was no specific person to ask each evening. The plain pasta had egg listed as an allergen, but we were informed that this was incorrect and it did not contain egg. Other than this, (and the mosquitoes!) we had a great stay at the resort. Rooms are a little dated but everywhere else felt newly renovated, loved the spa, the kids club is amazing, 1 min to the beach, great pools, lots of space and sun lounges. We would definitely go again if we had some assurance that this has significantly improved; I hope it doesn’t take a significant event for the resort to change their practice.