Well, we have been back a month and have really taken some time to think the experience through.
It’s not 5 Star.
We had two meetings with the GM to discuss our dissatisfaction.
Poor Customer Care; the management don’t appear to walk the hotel with their team checking the place out, they should, otherwise how can they keep it to the standard they market it as? It’s supposed to be 5 Star for goodness sake, but they seem oblivious to quality issues.
• Toilets out of order from the Tuesday when we arrived - and the management didn’t appear to know and certainly hadn’t dealt with until we complained on the Sunday night.
• Rubbish clearance not up to speed in the hotel corridors and around the loungers. Empty beer bottles and cigarette butts were there for several days - until we pointed it out.
• Waiters in the Nobu Restaurant that send Ladies to the Gents Toilets and Men to the Ladies Toilets.
• Housekeepers Working so hard they have to work into the small hours - we returned to our room at 01:15 to find the Maid changing our bedding!
• The Hotel is ‘open’ to non-residents. If I’m paying top price for a 5 Star Hotel, I don’t want to be sharing the Bar and sun loungers / Pool with non residents....
• The Hotel suffers some damage, I get that, but stains on carpets and walls need addressing as a constant cycle of maintenance / repair.
• The bedside table drawer handle was broken from the day of our check in, to the day of our check out.
• The Air conditioning Grille in our room was covered in black mould - for our entire stay.
• There is a mosquito problem, but unfortunately where people have squashed them on the ceiling / wall, Maintenance should be cleaning the dead body and or painting them out - before we check in, not leaving them there - there were loads of dead mosquitos squashed on the walls / ceilings. Ugh.
• If you’re thirsty, whilst one expects drinks in 5 Star to be expensive, £10 for a bottle of water! It’s just Water! It should be complimentary.
A shame and disappointment. We really hoped as it was Nobu Brand, it would have been great. Unfortunately it’s just not there. They blame the Staff saying standards are tricky to maintain on Ibiza due to not getting adequate Staff as locals can’t afford accommodation. Then they should be putting the Staff up in accommodation units. Then they can guarantee standards as Staff would appreciate the accommodation package. No point in blaming the Staff if you’re not prepared to look after them....
Ah well, I’ll just continue going to The One and Only in Dubai, that is 5 Star and they know how to run a hotel and look after guests AND Staff....