Protur Roquetas Hotel & Spa

Below is part of the letter I wrote to the hotel upon my return. The public areas were always dark. Either increase or improve the lighting. The same incessant background music played the same music file every day. Asked reception if they could possibly change it and they said it was the only one they had. Done my head in what about the poor staff who have to listen to it all season. Maybe put a minimum age restriction in place. The amount of newborns and kids in prams was ridiculous and of course the noise they made. Enforce the reserved sunbeds policy would be helpful. No one pays attention to your notices. The dress code for evening dining is totally ignored. Management did not attempt to enforce this at all. I requested a quiet room on a low floor. I got floor three facing the kids pool/playground and the ball court. Failed on both counts there.

We chose this hotel because it is a five star hotel and believed that we would get five star service. This is not the case. Positives Great setting, on the beach Nice staff, especially those in the pool bar. Adequate rooms. Spacious Cloth table cloths and napkins An abundance of food Good beach location Negatives Hotel’s client focus is on the all inclusive clientele, mostly from the British Tour Operator TUI Not good if you book half board because it is not your desire to remain in the hotel drinking and eating all day! The room had elements that were not clean, mirror, floor lamp. There was a mini bar with soft drinks and water. We did not touch the soft drinks as we don’t drink them and the water was not replenished at all, in spite of asking and seeing a man with a trolley going to other rooms to replace ( maybe only for all inclusive?) There are two themed restaurants at the hotel. We were told we could not use them as they are exclusively for all inclusive guests. This was stated even though the leaflet we were given on arrival and the information on their website states that they can be booked by paying a supplement. The only mixers for drinks were from a tap ( no bottles). A Gin and Tonic was 6€ for non all inclusive guests, so I would expect to have proper tonic. The butter, tea and coffee in the restaurant and coffee and tea in the room were the worst I have ever had anywhere. Slabs of butter placed in the restaurant that clients dug their knives into, hardly 5start service The jam, Nutella, marmalade, butter etc were all served ‘ communally’ and not in individual packs; again, hardly 5 star. In spite of it stating that pool beds must not be reserved, by 8.30am all beds had towels in them but the are was empty. They were still that way an hour later. As for the room, the complimentary items in the bathroom were shampoo, a plastic shower cap and a packet of tissues. I have had better in a three star hotel To summarise, this hotel is in no way a five star establishment. It is suited to families and people who wish to eat and drink all day around the pool. They really need to Improve their service in many areas to deserve ‘luxury’ status. I would also suggest that they do not accept bookings from anyone other than all inclusive. We felt that we were being monitored, in case we took something for free, that we were not entitled to. The manger himself even told us, when we complained, that this is what often happens in their hotel. Parking in the almost empty hotel underground parking is 15€ a day. Excessive If you are looming for five star service, this is not the place to book.

We loved this place the food and drink was amazing, the room was clean with a lovely view. Close to the airport. The pool was very cold but it was only May. The beach sand wasn’t nice at all, it was like ground up bricks. The kids entertainment was very same old, it was on quite late as well. Overall we had a great time here and would come back.

Just back from a week at this hotel. Firstly I would like to mention how friendly and welcoming the staff are. They are a credit to the hotel. We had 2 visits to the Asian restaurant which was really lovely, and again lovely staff, I think the ladies name was Lola, she was so friendly and attentive. The food in the main restaurant was good, we liked the themed evenings especially the Mexican. We loved the piped music which you don’t usually get (sometimes a little too loud though) again all staff friendly, except the lady at breakfast serving the eggs. The hotel is in a lovely location with a lovely promenade that went on for miles with a lovely beach. We got a bus to the Gran Plaza shopping centre, which was only €1.35 per person each way, the bus stop is right outside the hotel to the left. A really nice shopping centre. We’re not usually pool lovers but we loved the lazy river. Many sun beds around the pool were reserved with towels at 6.10 am even though they ask not to reserve them until 8am, it was still dark and people were out reserving them. We enjoyed the sun beds on the terrace above the pool bar. The rooms were dated but clean and the fridge was stocked with soft drinks and water daily, there was no charge for the use of the safe. Our room did have a musty smell. Nice bathroom with double sinks and a good shower over the bath. The reception area was really uncomfortable to sit in because it was so hot with no air, and also the area outside the rooms were so stuffy, maybe if they didn’t want to put the air conditioning on at least leave the doors open for some fresh air and a breeze. We couldn’t wait to get back to our room for the air conditioning, as that was a great relief. I would say the hotel is great for families and the children seemed to love it and the staff were so good with them. The evening entertainment was ok, nothing special but it went on till 11.30 and if you wanted an early night there was no way you’d get to sleep until it had finished, especially if your room is around the pool area. The karaoke evening was horrendous. We had a nice week but would not return as we feel it is more suited to families.

Excellent holiday, on arrival reception staff were very friendly and efficient. The restaurant and bar staff were also very good, along with the cleaning staff who all do an excellent job. We were all inclusive and there was plenty of food and drink options, our mini bar was fully stocked with water and soft drinks which was replenished daily which was a lovely touch. We stayed in a junior suite with whirlpool bath on the balcony which was fabulous and very spacious. The pool areas were lovely and you have access from the hotel straight onto the promenade and the beach. Around the hotel there are plenty of little shops and bars and restaurants within walking distance. Overall a lovely holiday, we will be returning.

This is our second visit to this great hotel The Hotel is spotless , the staff just can't do enough for you, my wife has a Gluten intolerance and there is plenty of choice from the Buffett, the staff just couldn't do enough for her at meal times, we will defiantly be visiting again in the near future