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Ewan Bain
Misterton, United Kingdom
195
Avoid...Apartment broken into, poor security...unsympathetic staff...average accommodation
Review of Ona Campanario
1.0 of 5 bubblesReviewed 23 Sept 2018via mobile
We are due to fly back shortly after a 10 day stay here.

The apartment isn’t great but we made do with it. There has been no effective air-con despite them coming out to fix it (it was dripping near a plug socket of all places). The kitchen looks like something out of the 80s. Kitchen Door fell off (although this was fixed fairly quickly). The swimming pools are its saving grace in some respects along with the Scandals restaurant adjoining the resort. I was going to give the place 2-3 stars, however, one incident in particular and how they have dealt with it means it gets one.

We had been out for the day as a family to Mijas. I returned with my three year old twin daughters to find that our apartment had been ransacked, possessions and clothing strewn all over the place. Before you say it, YES we had locked up (despite the manager - Francisco - implying that we had). The thieves took a couple of IPads and jewellery and that was largely it...thank goodness.

What shocked me about this place is the lack of BASIC SECURITY. There is no working CCTV on site; this is something I cannot comprehend in this day and age. Which means there is literally no chance of identifying the culprits. Also, the only way in to the resort, as I understand, is through the reception. The concerning thing about this is that there isn’t always someone manning it. I’ve been past there on occasion and there was no-one there. I suspect they will say that they are in the back office but that means you’re not keeping a close eye on who is coming in and out.

So, we have two problems: no CCTV, and no way of hotel staff identifying who is coming and going from the premises....worried?? I would be if I were you.

Now this is an opportunity for the hotel to show compassion and advise what steps they will take to avoid this in future right?? WRONG...

Having reported the break in at reception, I was hastily asked to come into the back office so as to avoid making a scene and worrying other guests. Francisco tried to report the theft on my behalf but I was advised I needed to go to the police station and report it in person. Francisco came to see the apartment and said he will do everything he can to support....

Francisco offered us a top floor apartment (as we asked to move). This was not appropriate given the amount of marble floored stairs etc with two young children. They said there wasn’t anything else they could offer for 2 days...🤔

After I had a trip to the police station to report the incident - only thanks to a friendly local who helped translate to the police on my behalf and €50 round trip to Fuengirola (you’d have thought the hotel would’ve at least paid for the taxis as a nice gesture) - I’ve not seen or heard from Francisco since. I spoke to him on the phone on my return from the station and he said he would be in the office the following day as I wanted to make a formal complaint. My step mother who was holidaying with us, had to go to the reception anyway the following morning to report the broken kitchen cupboard door...Fransisco wasn’t there 🤔

Now, correct me if I am wrong but if a guest of your hotel/resort had been the victim of a crime like this you’d think they would make it a priority to make us comfortable but also to take action to ensure the safety of other guests?? Well we haven’t had anything to that effect thus far. I believe they should’ve done the following:

1. Paid for the taxis to report the theft

2. Checked in on us intermittently and updated us as to what actions they are taking. For instance, have they reported this to head office and if they are doing an internal review.

3. Conduct an internal review. This should involve speaking with all staff members to see if they spotted any suspicious activity between the hours of when the theft took place. After all, with no CCTV we are left with little else. It also should serve to rule out whether staff members were involved - this is a natural first suspicion of course and steps should be taken to ensure this is ruled out...I should add that when I mentioned a staff member perhaps carrying out the offence, Francisco got very defensive and said that he trusted his staff....that’s not the point Francisco!!! You should regardless treat this objectively and put personal work relationships aside; after all a paying guest has been burgled!!

Has anything to the above happened?! Your guess is as good as mine...

I should also add that they tried to get to the safe but to no avail, thankfully.

If you’ve had the patience to read all of this review then I urge you to re-consider staying here. We’ve spent the last night or so not being able to sleep in fear they might break in during the night whilst we are there (I’m just grateful we weren’t there when it happened or by the pool).

I would certainly not stay here, NEVER...EVER!

Also, avoid Onagrup hotels. If their approach here at this hotel is anything to go by then I suspect it will be the same elsewhere. Due to most guests paying timeshares they know they have them locked in for money so customer care obviously not a priority.

Lastly, I apologise for any typographical errors in the post above but rather difficult to check on a phone!
Date of stay: September 2018
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Reviewed 24 September 2018 via mobile

Just back from our annual Golf Trip. We stay at Ona Campanario. On our arrival we were upgraded to a 3 bedroom apartment by Avery helpful and pleasant Tariq at reception. We were very impressed with the size and amenities in the apartment. From washing machine to microwave it has everything you could possibly want. It has 3 pools one of which is a kiddies one, The only drawback was it was situated in a hill and in a very quiet area, not what a group of 8 Irish Golfers wanted. But within easy access to the bigger n livelier towns which we frequented. But if it’s a relaxin n quiet holiday you want, then this is a great place to stay. Restaurant Nxt door for b.fast n meals is quite good. Well worth a visit.

Date of stay: September 2018
Trip type: Travelled with friends
2  Thank paul r
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 3 September 2018

We stayed here for 11 nights the reception staff and general staff were all lovely, but externally it looked ok, but when you looked closer the whole site is in need of a lot of refurbishment, the rooms are outdated and dirty and the air conditioner didn`t work properly and was really loud! The balcony area has broken tiles and mould and paint flaking off everwhere, the swimming pools have half the small tiles missing from them and they are really sharp when you tread on them and there is black mould in the grout in the pool! The pool bar looks unclean too, it just needs a clean up and a paint! They need new sunbeds, they all seem to dig in your back as the covers are really badly worn through and dip down and they look old! The foyer looked the only ok area in this site! Overall It needs a lot of money and time spent on it and it would need to shut for a few monthsto do this and then it could be a really good place to stay! They had a customer rating in reception of 8.4! No way we rate you as lucky if you get a 6 from us!

Date of stay: August 2018
  • Trip type: Travelled with friends
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank Sara R
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 17 August 2018 via mobile

Reasonably clean and fresh in the room and a fantastic sized balcony. Have to say that the maid was great, although the floors were pretty dusty. Would benefit from having a small hoover in the apartment.
Air conditioning not powerful enough to cool the rooms which were furnace like at night.
Pools were great, clean and well attended by the lifeguards and finding a pool bar was a great surprise. Lots of drink options and food available, staff here were fab. The lifeguard did a great job of chucking out some local kids who came in and went crazy in the pool (lots of kids finding their way in to the pools at night causing a disturbance too).
Not great that you have to pay for WiFi and that only 2 devices could get on even when you have signed out but free WiFi is available from the attached bar Scandals if you buy a drink or food. So don't waste your hard earned euros on the slow WiFi.

Date of stay: July 2018
Trip type: Travelled with family
Thank Popgoesthewease
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 4 August 2018

The flat was large and comfortable and clean also a great VerandaThe size was ideal for a family but the air-conditioning needed to be improved for the size of the flat the beds were beautiful clean and fresh swimming pool also great

Room tip: The colour scheme needs a look at bright yellow not a good idea
Date of stay: July 2018
Trip type: Travelled with friends
Review collected in partnership with this hotel
Thank TGStanford
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 3 July 2018

this has to be the worst place I have stayed in just back from a 14 night stay very rude lady when we arrived we were a family of 6 my husband and I our son and his wife 2 16 year old boys no housekeeping had to ask after 5 days to be told we could only have our apartment cleaned twice more before we left nothing for the boys to do no parasols at the pool hookers coming and going police all over the place so as you can imagine I will never visit calahonda again

Date of stay: June 2018
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
3  Thank ReneeK393
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
OnaHotels, Guest Relations Manager at Ona Campanario, responded to this reviewResponded 3 July 2018

Dear Renee,

I confirm you this is an apartment, not a hotel room, and cleaning service is not daily but weekly, as our housekeeping service has correctly informed and done. Everything is clearly stated at every channel, web and online site in order for our possible guests can know beforehand the conditions. It is supposed that once you book with us, you agree terms and conditions.

Regards,
Virginia
Guest Experience Ona Hotels

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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