Iberostar Albufera Park

We booked Iberostar for the well-known standards. Unfortunately, the brand promise was not there for us. We had a very poor vacation start due to Reception. At the arrival, the rooms we booked and confirmed by Reception were not available. After a tiring morning flight and 1h taxi transfer, we spend almost 2h in Reception area for the employees to find a solution that never came… With us, a baby of 9 months. Sitting there with the baby and being ignored it was one of the worse customer experiences ever. The level of hospitality and problem solving was completely absent. The next day it was the anniversary of my husband and they failed again. To organize a little surprize, I had 4 different discussions with different employees – not knowing the procedures, not taking notes, nor doing something to help. At the end of our vacation, we found out they totally forgot to inform us about hotel facilities and their own program Aliveness: sport and relax… Overall, this is a great hotel for families with kids. Excellent amenities. Beautiful outdoor/ indoor pools for kids and adults, nice gardens, SPA center. 2’ to the beach, very large and spotless clean rooms(>40sm). Some are having facilities for cooking, useful for kids.. The animation was very good as well: daily aqua gym, the TV projections, kids and adults shows every evening. All facilities are shared with the brother hotel Iberostar Playa – both excellent. I think the best team in this hotel is the Restaurant. They are just great in terms of hospitality, efficiency, food diversity and quality. Everything was very clean; fresh food, a new theme every evening. The processes and people are well organized and structured, since able to onboard and feed a very large number of customers every day. The employees are always smiling, present and ready to help. Sometimes, you have the feeling they are working 24h/day. Congratulations!

- the Reception: employees attitude, lack of training on basic procedures and customer approach. - again Reception staff: attitude towards non German customers :( if you don't speak german, you don't exist... I understand german tourists are representing 90% of the customers. Yet, we deserve at least the same respect. - payment procedure: in advance. - playground jumping kids - should be limited to 10.00 pm since super noisy for the rooms above. - all this marketing around the sea view rooms. there is no such thing in this hotel. the hotel is not on the beach, therefore no direct sea view. all rooms are having a view from far. @ Iberostar management: your team is only as strong as your weakest team member. In this case - Reception. This could have been a 10+ rating, but it will only be 7 :(