Best Alcazar

This was a difficult hotel to score because the hotel, the experience, was a dichotomy of mostly nice facilities with some good staff experiences alongside poor quality and very substandard staff experiences. Let’s start with the positives. The room; we booked a two bedroom apartment. The apartment block is situated at the back of the hotel and behind the pool area. It has its own reception for check in. So if you have booked an apartment don’t waste your time queuing at the main reception to check in, go to the apartment block and the reception is on the 5th floor. However, if you do queue don’t worry, it’ll be good practice for what’s to come (more about that later!). The room was spacious and there was a complimentary set of branded ‘Best Hotel’ flasks and some drinks which was a nice touch. The room was reasonably clean, you could find dust if you were desperate to do so but it was adequately clean. We had a later morning one day and the cleaners left a note saying if we wanted our room cleaning to call a number and they’d come back, which was good. The shared pillow on the double bed was a bit different but you get used to it. The bathroom was dated, the shower in the bath with a bath curtain but again it was fine. The pool areas are clean. There are three good size main pools and a kids pool and a jacuzzi. All pools have life guards in attendance. We found the pool outside the apartment to be the more spacious and calmer. We always managed to get a couple of sun loungers at mid morning every day which I know can be difficult in high season at other hotels. There was entertainment throughout the day and of an evening. We didn’t participate but it looked like it was well received. There a complimentary bus that takes you in La Herradura which is good as the road is steep and lacks a pavement in places. La Herradura itself is worth an afternoon visit, especially if you enjoy some beach time as well as pool time. Most of the staff were pleasant, especially if you attempted to communicate in Spanish. The bar staff were friendly despite being busy. The lady who checks you in for breakfast was pleasant and helpful. Now for not the not so good….. Communication - We booked All Inclusive and nobody could tell us what was/ wasn’t included. Some nights we could get something others we couldn’t. For example we were told drinks with meals in the restaurant were not included. Then they were? We were told you couldn’t get food at the bar whilst the restaurant was open, then you could. There were several more of these incidents. We asked reception for a list or confirmation of what’s included, neither the hotel or apartment reception were able to produce a list and we were told ask at the bar or restaurant where we had already been receiving conflicting responses. We didn’t know what snacks were included and when you could get them. Likewise it was unclear with drinks. It felt like you we being misled either by incompetence or cynically on purpose. The queues can be frustrating. It took 20 minutes plus to get a table in the one restaurant some mornings and evenings; likewise the bar queues could be 10 mins plus when there wasn’t enough staff on. We found going at the opening of the restaurant the best time in the evening to avoid the larger queues. Though we only went once for early breakfast, there was no queue, so again earlier the better if you want to dodge the queues. It felt you were spending too much time queuing than actually enjoying your holiday. The restaurant was busy as you would expect. So sometimes you had a mosh-mash of a meal because something hadn’t been replenished. The staff bringing the food out were going as fast as they could so I dare say demand outstrips ability to supply at busy periods. The food quality was very poor. Especially for a country that has amazing cuisine. The meats were fatty, and tasted cheap. There was little variety too. If you are vegetarian the only meal you could make was pasta and sauce or salad. The restaurant itself is not a great experience; busy, people banging into you, tables squeezed in and the decor is drab. I’ve eaten in nicer industrial work canteens and enjoyed higher quality food there too. This aspect really lets the hotel down. Especially as where the hotel is located there is little option but to use the hotel. If you value a good meal as part of your evening this is really not the place for you. If you are more ‘grab and go’ and not too fussed by the quality of the food then you’ll likely not mind it. Most of the staff are fine but we came across a couple that weren’t great. On one occasion in readiness for the queue that we were about to join to get into the restaurant (queue time 20mins+) I got the kids a couple of soft drinks from the bar. For reference, it was the middle of the early August heatwave. This is when we experienced the worst piece of customer service I’ve received in a long time. The restaurant receptionist tried to snatch the two half consumed soft drinks from my hands. As I tried to explain I was all-inclusive so I could get the drinks from either the bar or the restaurant for no cost so there was no financial advantage in me bringing the drinks into the restaurant he threw himself back in an animated fashion as though he was under attack. From there the other receptionist pushed a note my way which read “you cannot take drinks FROM the restaurant” (I was taking them to). Then who I assume was the restaurant manager gets involved. It was rude, ridiculous and completely unnecessary. I tried to explain the drinks were to keep the kids hydrated but they were took off me in front of the now spectating diners. No apology for the long queue, just a ludicrous reaction to some policy they have but don’t communicate. So then we had to wait for more drinks. It was bizarre and made us look like we’d done something seriously wrong. Not a way to treat a customer. We (2 Adults, 2 kids) stayed 6 nights all-inclusive in early August 26. For the best part of £3,000 it was poor value hence the rating. I’ve stayed in Spain many, many times this was the worst. It’s a shame as it could be good.

Unfortunately, Best Alcázar did not live up to our expectations. There are some positives. The resort itself is very clean, the pool area is lovely, and there is plenty to do. Our room was also kept very clean throughout our stay. However, we found the hotel was not particularly English-friendly, and some members of staff came across as rude and unhelpful. We also found the attitude of some guests around the resort quite entitled and inconsiderate, which affected the overall atmosphere. We stayed all-inclusive. The food was generally okay, but it became very repetitive after a few days and there was not enough variety for a longer stay. Accessibility was also disappointing, and in our experience the hotel is not particularly disability-friendly. The room itself was clean but had only two plug sockets, which was very inconvenient. On our departure day, the cleaners were already coming into our room to collect dirty towels before the official 12 noon checkout time, which made us feel rushed and was not something we appreciated. Overall, the hotel has good facilities and is kept very clean, but the attitude of some staff, repetitive food, poor accessibility and general atmosphere meant we would not choose to return.

Location wise, hotel is in the middle of nowhere with no supermarkets or bars to walk to and therefore had no choice but to pay all inclusive. Food was nice, bar regularly ran out of drinks requested. Hotel overall , staff and guests are not English friendly and we were totally left out of any entertainment offered and ignored . Hotel and rooms very clean but on last day we were swarmed upon by cleaning staff waiting to service room 15 minutes before our departure time, which we knew as had a reminder pushed through our door. Would not return as felt uncomfortable and ignored for the duration of our stay

Not very friendly, very rude they don’t speak very good English, the entertainment was only in French and Spanish, No English, The rooms were clean and comfortable, wouldn’t come back here again

We just finished a 5 day stay with 3 children of varied ages. We were staying in the apartments. 2 bed very spacious, everything you need for self catering provided. Was wary of booking after seeing reviews but was a last minute get away. Honestly we’ve had a great stay. Apartments yes a little dated but very clean and without fail, cleaners came every morning. Not what you get nowadays if not maybe in the hotel part. Three pools and a child’s pool. No mad rush of people reserving beds. All day you could find something. Clean pool areas and good activities provided during day at pool. We opted for self catering as half board or inclusive was a lot more online. But when we arrived we saw you could pay to eat at breakfast lunch and dinner seperatly when required and was a lot cheaper than pre booking. Food was fine. Good selection and restocked rapidly even when dining room full and busy. Also the waiters on the ball and very clean areas kept. Prices of drinks very good and not overpriced. Yes people on inclusive, do form a queue around lunch at bar but just plan your timing around it. Arcade and bowling available to keep kids occupied and very well priced considering what you would expect to pay. Honestly can’t fault anything. Advise to park in parking as police come around and fine you on street if not parked correctly! Check in was easy and front desk staff very accommodating. Apart from a few estetical minor things in apartments if you want to be picky, have nothing to complain about. Will definitely come back again.