Lusso Apart Hotel

The restaurant serves delicious food, and the staff are wonderful and friendly. Such a beautiful hotel.

We had a bad experience. The hotel itself is nice, but the sheets and towels weren't changed each day. Breakfast delivered to the room was very poor too. They kept forgetting what we'd ordered and brought just one piece of toast per person. When we complained, they asked again what we'd already ordered and wouldn't even add another piece of toast or a pastry. A disaster, especially since the same price could get you a 4 or 5-star hotel with a buffet breakfast!

We had a very good experience, and it's ideal for kids. The apartments are spacious, with original decor and excellent service, plus a hearty breakfast. Downstairs in the Olanta area there's a restaurant and bar with a very well-equipped, welcoming atmosphere. There's also a shared spot for reading or playing cards, pool, and foosball, along with grills, an outdoor pool, a sundeck, and a gym.

The shared spaces were lovely and clean, and the gym and lounge were new and very well equipped. The apartment was clean overall, though the pots and lids were greasy when we arrived. The decor is beautiful, and the balcony is too, but we couldn't enjoy it at night because the lights weren't marked or visible. They have several grills upstairs, but guests aren't allowed to use them. The pool wasn't heated as advertised; the water was always cold, so on cloudy days it was impossible to use. It's called a luxury apartment, but enough details bring the standard down. They should check the rooms before handing them over so guests don't have stays like this. The place has lots of luxury, but the quality was poor in several ways. We had trouble sleeping because the mattresses were poor quality and the elastic was broken, though they fixed it. The water heater didn't work, so we both showered in cold water and got sick. The appliances were low quality too: all the cutlery was tin, and the forks bent in half. The cookware was incomplete, with no wine glasses, coffee cups, or pizza pan, and the pots were very dirty with old, caked-on oil. Breakfast tasted good but was meager, just 4 pieces of toast and a tiny tub of butter. I asked for more butter and they brought it, but took away the cheese. The towels often came torn, holey, frayed, or dirty, a disgrace in an almost new apartment. The staff were generally young, polite, and willing to sort out problems. The short-haired girl was very nice and concerned about what we'd experienced. But one day at reception, the blonde girl with long, straight hair was chatting on her cell phone with a colleague and badmouthing someone. She kept us waiting at least 15 or 20 minutes while we were trying to pay the remaining balance and go shopping. We were left standing there like fools while they talked about personal things and criticized a colleague. It really annoyed us, and I don't think that behavior is appropriate. Guest service comes first, and work hours are for working, not personal criticism that reflects badly on the hotel. Several times we called reception to ask for breakfast to be brought up, but no one answered. We had to get changed and go downstairs to tell them in person. After seeing the girl on her phone, we realized why, she was probably just messing around instead of helping guests who called. They should monitor staff with the cameras they have all over the hotel, since they seem to miss the essentials. On our last day they left us a gift voucher for lunch downstairs at Guapas, which we appreciated as compensation for the problems. The executive menu lunch was mostly fine, but the bruschetta was terrible, just two tiny toasts with a slice of tomato and oregano. Learn how to make proper bruschetta! We were told to order only from the executive menu, though lunch was supposed to let us choose what we wanted. They offered coffee or ice cream, but we couldn't pick another dessert. Still, it was a nice gesture. Leaving took ages too. The waiter said we had to sign, but although we waited and the cashier kept looking at us, she didn't come over to settle it even though we only needed to sign and weren't paying. My husband got fed up and asked what was going on. She was busy cleaning glasses, then took her sweet time getting the voucher and doing something else before letting us sign and go. Apart Lusso Hotel is very nice, but there's quite a bit that could be improved. Hopefully these criticisms help make future stays 100% perfect.