We booked the premium seaview room with the double bed and when we checked in, we got a room with no sea view but the parking lot instead and only one small bed. The resort was completely booked out so we had to stay in that room the first night. Luckily, the guest manager Teresa upgraded us to a seafront view suite starting the next day which was wonderful.
The next three days were nice. The food was good and so was the service, to the most part. Some of the staff does not speak English, so it was challenging at times to communicate the food that we wanted and special needs we had due to food allergies which the hotel does not communicate about with their food.
On day 4, my wife and I got a massage at the spa. Her therapist used menthol gel and put it on my wife's ears and upper face with some of it getting into her eye, all without asking prior. My wife had a reaction and immediately showered off at the spa. Burning and a headache followed. She then asked for a cream to help sooth her skin. After the applied the cream, they asked her for 54 Euros extra, for just the cream. We obviously were furious. The therapist caused this problem in the first place and then charged extra for a littlw bit of cream? I spoke with the guest manager Teresa about this and all we got was that their staff are professionals. No "I am sorry this happened". After talking to Teresa's manager, we got at least the massage refunded but still paid for the cream. That was all totally mismanaged.
