Pozo de la Serna Holidays from AU$795

Staff was impeccable. So friendly, gracious, helpful. Location could not have been better. Rooms are beautifully decorated, clean, spacious. Beds are comfortable. Bathrooms are clean, luxurious, modern. Would definitely stay again.

Excellent hotel. Outstanding Breakfast variety and quality!

Professional staff, cleanliness, great service/room/bath

The hotel is overall fine — clean, comfortable, and well-located. The bed was great, the room was spacious, temperature control worked and the staff were all genuinely friendly and cheerful. However, the service is far from what one would expect from a five-star hotel. Every time we needed something, whether requested in person or by phone, it took multiple follow-ups to actually get it — if it arrived at all. For example, we asked for extra toilet paper when we came back from dinner. Thirty minutes later, nothing. We called again, and another thirty minutes passed before someone finally brought it up. The next day, we asked twice for clean cups — once at reception and once directly to housekeeping — and never received them. Everyone was polite and eager to help, but things simply didn’t happen. That’s the key issue: it’s not about attitude, it’s about execution. Also, a note on design — the bathroom setup with transparent glass walls offers no privacy at all, which makes sharing the room quite uncomfortable. A five-star room should provide a separate, private toilet area. If the hotel were priced lower and rated four stars, this would be perfectly acceptable. But at this price point, and with the five-star label, the overall experience doesn’t deliver the expected level of service or value.

The staff at reception were all excellent, friendly, and helpful.