Protur Roquetas Hotel & Spa

We chose this hotel because it is a five star hotel and believed that we would get five star service. This is not the case. Positives Great setting, on the beach Nice staff, especially those in the pool bar. Adequate rooms. Spacious Cloth table cloths and napkins An abundance of food Good beach location Negatives Hotel’s client focus is on the all inclusive clientele, mostly from the British Tour Operator TUI Not good if you book half board because it is not your desire to remain in the hotel drinking and eating all day! The room had elements that were not clean, mirror, floor lamp. There was a mini bar with soft drinks and water. We did not touch the soft drinks as we don’t drink them and the water was not replenished at all, in spite of asking and seeing a man with a trolley going to other rooms to replace ( maybe only for all inclusive?) There are two themed restaurants at the hotel. We were told we could not use them as they are exclusively for all inclusive guests. This was stated even though the leaflet we were given on arrival and the information on their website states that they can be booked by paying a supplement. The only mixers for drinks were from a tap ( no bottles). A Gin and Tonic was 6€ for non all inclusive guests, so I would expect to have proper tonic. The butter, tea and coffee in the restaurant and coffee and tea in the room were the worst I have ever had anywhere. Slabs of butter placed in the restaurant that clients dug their knives into, hardly 5start service The jam, Nutella, marmalade, butter etc were all served ‘ communally’ and not in individual packs; again, hardly 5 star. In spite of it stating that pool beds must not be reserved, by 8.30am all beds had towels in them but the are was empty. They were still that way an hour later. As for the room, the complimentary items in the bathroom were shampoo, a plastic shower cap and a packet of tissues. I have had better in a three star hotel To summarise, this hotel is in no way a five star establishment. It is suited to families and people who wish to eat and drink all day around the pool. They really need to Improve their service in many areas to deserve ‘luxury’ status. I would also suggest that they do not accept bookings from anyone other than all inclusive. We felt that we were being monitored, in case we took something for free, that we were not entitled to. The manger himself even told us, when we complained, that this is what often happens in their hotel. Parking in the almost empty hotel underground parking is 15€ a day. Excessive If you are looming for five star service, this is not the place to book.

The hotel itself is very spotless consistently. Despite it being August, the hotel felt like it was never too busy with people, could always get a sun bed, never rammed at breakfast, lunch or dinner which made for a relaxing time. Pools are brilliant, something for everyone with lazy river, spa esq pool and splash pool for kids. Restaurant had good variety but if I had to ask for one improvement maybe some more options in the kids buffet & options at the pool snack bar. Asian & Italian restaurants were a lovely addition to have a sit down meal. Asian was the best for us, beautiful food. The staff cannot do enough for you, shout out to Maria in the restaurant who was so lovely to our little girl Lola. Also thanks to Juan who said morning to us everyday and put a smile on Lola's face. Mini bar filled up everyday, drinks available everywhere self serve or at the bar. Kids entertainment in the evening was perfect and we really enjoyed the entertainment even though it's usually not our thing. Would 100% recommend for a relaxing week in the sunshine, it's no wonder we spoke to so many people who were returning guests to the hotel. Thanks for a lovely stay. Joe & Alice

I felt although the hotel had many good points there was alot that let it down. The pools were fantastic however dirty. You can see the algae build up around the edge of the lazy river, turning the growth black. The drains also had a black build up. The mini bar was great but the fridges didn't get cold and when I asked an engineer to attend, i found him rude. He told me its a mini bar. Also the air-conditioning was poor. Again engineer told me I was wrong and it was working but my family members room was much cooler, confirming my concerns for it not working. Air-conditioning around the hotel was appalling, using the lifts I felt unwell due to heat. The lounge area was so uncommon due to temperature. Although maids attended daily, the room was dirty. I have a 1 year old who regularly smeared food or drinks on the sheets. However, these were not changed. And regularly slept on dirty sheets. The bath was dirty and had a scum build up. The mini bar was not fully refreshed. We were only given 1 coke zero and 1 coke original after our first day. Our last day it was not even replenished. The entertainment was poor, a 7 day rolling program meant that my brother who stayed for 10 days saw the same poor shows over. There was no entertainment during the day. The shows were of poor quality apart from the magic show. The child's play area was also poor, no fencing to protect children playing. No baby swing. Making it unsafe. No cover over pools to protect babies from sun. Splash park around the back and cold. The snack bar food was great. However, felt it was poor there wasn't anything after evening meal, crisp and nuts from the bar is not an acceptable snack. Could be easily resolved with chips. My son and I have dairy and egg allergies and some mealtimes struggled to eat due to lack of choice. I felt some allergy labels were incorrect, an example stating that white rice had milk in it. Which was very concerning as I didn't know what I could trust and egg can kill my son. One night my only choice was bread, as even the potatoes had dairy. The kitchen, dining room, bar, concierge, entertainment and reception staff were impeccable, incredibly helpful. Small changes could make this a fantastic hotel. Given a 5 star rating, I feel the hotel was way below standard. 3 star plus at best, as I have stayed in 4 star which are far superior.

Excellent holiday, on arrival reception staff were very friendly and efficient. The restaurant and bar staff were also very good, along with the cleaning staff who all do an excellent job. We were all inclusive and there was plenty of food and drink options, our mini bar was fully stocked with water and soft drinks which was replenished daily which was a lovely touch. We stayed in a junior suite with whirlpool bath on the balcony which was fabulous and very spacious. The pool areas were lovely and you have access from the hotel straight onto the promenade and the beach. Around the hotel there are plenty of little shops and bars and restaurants within walking distance. Overall a lovely holiday, we will be returning.