Cerro Atlantico by Umbral

Assez central et appartement correct

Here’s a polished version that keeps all the details and makes the complaint clear and firm: Our check-in experience was extremely disappointing. We had to wait for several hours because there was nobody available at reception, and the phone number displayed for assistance did not work. When we eventually went to another hotel at a different location to try to get help, we found the receptionist on her personal phone using Facebook while the reception phone was ringing. Despite us repeatedly trying to contact reception for assistance, she was not answering the calls. When we finally spoke to the receptionist, she was extremely rude and unhelpful. We had to ask to speak to someone above her, and we were then informed that she had cancelled our stay for no apparent reason. The other staff member had to reinstate our booking before we could finally check in. As a result, we did not actually manage to check in until 6:15pm, despite having arrived much earlier. This was a very poor start to our stay. Having guests waiting for hours because there is nobody available, while the receptionist is on her personal phone using Facebook and ignoring calls, is completely unacceptable. The situation could have been handled much more professionally and politely. We were also asked to pay a €200 deposit that had not been made clear to us when we booked and paid for our stay. This should have been clearly communicated during the booking process, rather than being presented as an unexpected requirement upon arrival. Overall, the check-in process was extremely poorly organised and caused unnecessary stress and frustration at the beginning of our holiday. The level of customer service we received was unacceptable.

Our experience at Cerro Atlântico was extremely disappointing, mainly due to the poor check-in and check-out arrangements and the unacceptable level of customer service. Despite providing the required notice of our arrival, we were left waiting for over an hour with no staff present. When we attempted to get updates, we were met with a rude and dismissive attitude. The company repeatedly ignored our calls, creating unnecessary stress at the very start of our holiday. The checkout process was equally frustrating, as we were unexpectedly required to travel to another hotel to collect our €200 deposit. This did not appear to be an isolated issue, as other guests experienced similar problems and poor treatment during our stay. In terms of the facilities, they were reasonable and largely reflect the price you pay. The rooms are basic, with some dated furniture and fixtures, but for a low-cost stay this is understandable. For us, the accommodation was primarily somewhere to sleep and shower, and it comfortably accommodated a group of five people. The location is by far the best feature of the hotel. It is around a five-minute walk to the beach and the main party areas of the old town. There are some small hills to navigate, but these should not be a problem for most people without mobility issues. The pool was actually better than it appears in the photographs. It is a reasonable size, with good depth at the far end, and serves the hotel well considering the number of guests staying. However, the hotel can be quite noisy at night. Although the hotel advertises a no-noise policy after 10pm, this is difficult to enforce when there are no staff on site to monitor the situation, especially given the close proximity to the old town’s nightlife. Ultimately, despite the good location and acceptable facilities, I would not stay here again. The biggest issue was the very poor customer service. Guests are treated with a lack of care and attention, and while fortunately nothing went wrong or required maintenance during our stay, I have little confidence that any issues would have been resolved quickly or handled professionally.

Nightmare to check in due to there been nobody working at the front desk, cleaners and other staff were rude and grumpy (when they turned up). I would recommend staying anywhere other than here.

Arrived at 3.25 not realising there is no one on reception so had to call a number to be to then wait another 50mins for someone to come and check us in - not ideal after travelling all morning. The hotel is very basic and ideal for party goers. Great location to the old town too but the hill getting to it was not so great esp in the heat. Doors very noisy as you literally have to bang them to close. Hotel however has kettle, toaster, microwave and hob... also washing liquid and tea towel. There is no hairdryer. The aircon is free. There is a payable deposit of 200 pound which has to be made via card and you get this back a few days after leaving. The pool is absolutely freezing. The last day we was going a stag group of 14 boys arrived, not ideal esp when they was still awake at 7am the following morning - but lads will be lads

We stayed here for a week in August and I would absolutely not recommend this place. If I could rate it 0, I would. One day we went out and when we returned our room was infested with cockroaches. There was no 24-hour reception, so we had no one to contact for help. Because of this, we were forced to stay in our friend’s room and sleep on the floor, as we could not stay in our own room. The staff were terrible and completely unhelpful. The atmosphere was uncomfortable overall — there were creepy people hanging around the pool, which made us feel very unsafe. There is also no lift, and we were on the top floor, so we had to walk up multiple flights of stairs every day. To make matters worse, we had to check out at 4am for our flight. Again, because there was no 24-hour reception, we were told to leave the key on the kitchen table. One of our friends accidentally left her suitcase inside and had no way of getting back in. She had to fly home without her suitcase. When she eventually got the suitcase back from a friend, most of her clothes were missing. Overall, this was a terrible experience from start to finish. Very bad management, poor security, no support, and extremely uncomfortable conditions. Would not recommend under any circumstances

DO NOT RECOMMEND. We had booked 2 rooms for a group of us, on the very first night we came back and the room was filled with cockroaches . On another occasion a we were all in the pool and a very creepy man kept lingering, tried to drowned 3 of us and was very weird. Staff were awful. We checked out at 4am (no 24hour reception)and we had to leave the key in the room …. A friend had accidentally left her suitcase in the room after it been locked. Had no contact number or no1 on the desk . STAY FAR AWAYYYY (also the friends suitcase had been opened and clothes had been taken my staff) also no lift there was 10 stories

All the other reviews made me doubt this place but it was amzing value for Money great location massive apartment very clean and minimal. Close by to Old town like a 7 min walk and a spar shop 1 min away a local bar called Elite was also up the road very friendly locals we had a great time.