royalgardenvillas.com Avis 2

We were a family of four across 3 generations - two 80 year olds, myself with mobility problems and my daughter. Guess what? We all LOVED it. We stayed in 2 bed Lotus Villa. It was stunningly decorated, beds were the best I have ever slept in (even better than home!), the facilities in the villa were excellent - Jack and Jill basins, each bedroom having it's own ensuite. Our room had a lovely bath and an outside plunge pool too! Our big pool was lovely as well - with a seat area, we even got my dad in the water! My mum re-discovered her swim fins after not having swum since the pandemic started - at 84 she had lost her confidence and it was lovely that she could regain it at RGV. We found the staff amazing - from the manager Fiona who welcomed us warmly on the first morning and kindly allowed us to keep the villa until our late departure, after I mentioned that my elderly mum had a bad night. There was a lovely VIP suite after check out which we had intened to use - it has beds, a soft drink minibar and showers as well as a work desk. I have never been so impressed with the care at a hotel before. From the staff who provided our room service, topped up our water, ice bucket, or brought bedtime chocolates in the early evening, bringing the pool brunch, to those doing the daily clean (cheerful and efficient) and those on reception who arranged a taxi to the supermarket. They also kindly arranged a taxi back for us when none of our phones would pick up the network, but we whatsapped them and they saved the day! The lovely breakfasts were the best and variety with fruits, juices, cava, lot and cold dishes, so that we all looked forward to breakfast, which isn't always the case as my daughter has severe allergies. The hotel handled this kindly from before we even arrived (indeed this is why I booked here as opposed to anywhere else). My daughter and I also used the spa and had some treatments which were professional and a delight. On our last day, we had asked for a large taxi for the transfer and given it was a holiday and many people needing taxis, we were grateful for their help. Every interaction with the team was spot on! Indeed, I think initially we were overawed at the loveliness of the site, and by the time we were leaving, it was so hard to leave. It is the wonderful team that make this place amazing. Some luxury venues can be intimidating but RGV was welcoming and every generation in our party just loved it.

My recent stay at Royal Garden Villas was, unfortunately, a very disappointing experience. The most notable issue was the lack of professionalism and understanding from the staff, particularly the manager.

During our visit, we encountered a significant issue regarding our accommodation. Despite having two small infants with us, we were informed by the manager, in an inappropriate manner during breakfast, that our villa was only booked for two people. This approach was not only unprofessional but also created an uncomfortable atmosphere for us and other guests.

Furthermore, the staff seemed ill-equipped to handle this situation effectively. Instead of trying to find a feasible solution or showing any kind of empathy towards our situation, they preferred to escalate the matter. Their inability to prioritize guest satisfaction was evident.

The overall attitude was cold and unwelcoming, a stark contrast to what one would expect from a luxury establishment. It was clear that customer service is not a priority here, and their approach to business is highly questionable.

Based on this experience, I cannot recommend Royal Garden Villas. The lack of skilled and empathetic customer service, combined with poor management decisions, significantly marred our stay.