Pyrenéus Residence

I had a very positive stay at the Resort. The staff were polite, friendly, and helpful, the place was extremely clean, the pools were well maintained, and the atmosphere was lovely. The buffet food was very good, and breakfast was excellent too. The one issue was that when we booked, the information said lunch and dinner would be buffets. But on one evening, dinner was à la carte, with suggestions from the chef. That was a little disappointing because families may have children with food restrictions or preferences, and the à la carte choices offer less variety for them. In our case, they were able to make a suitable meal for my son by replacing some food groups, which met our needs well. I think guests should be told in advance when a meal is changing from buffet to à la carte. That way, people entitled to lunch and dinner can choose which meal to use. For example, if they know ahead of time that dinner won’t be buffet, they can have lunch there and make plans to eat dinner elsewhere if they prefer.

The resort is beautiful and has the potential to make for an unforgettable stay, but the staff clearly need better training, starting with management. Our experience was really disappointing. At check-in, they took hours to find my reservation, even though I’d booked well in advance through CheapTickets and showed all the confirmation documents. They said there’d been a system failure, and we lost nearly the whole day trying to sort it out. The manager on site was especially upsetting: rude, always frowning, and never apologized for the hassle. They also set up the sofa bed in our room without asking. I asked three times for it to be changed back to a regular sofa, and they only did it after a lot of insistence. The bathroom shower enclosure was clogged, so every shower left the bathroom flooded. In the other room, where my mother was staying, the toilet was clogged too. Such a shame, because the place itself has a lot of potential.

The pool and hot tub were a highlight. Both were heated, so we could enjoy them at night, and getting into the room with a wristband instead of a key or card was handy. We stayed from Thursday to Sunday as a couple in room 19C, with full board, and everything was excellent. The restaurant team was lovely, helpful, and polite. There was plenty of variety and the food was tasty, especially the desserts. If you have a sweet tooth, you'll be very happy. The beers come in long-neck bottles. Our room felt new, the bed was comfortable, and the clean linens were good quality. It was cleaned every day and the towels were replenished. Everything worked. We were having too good a time to turn on the TVs. The property is fairly close to town but surrounded by nature, and it's very peaceful. We drove into town one evening to walk around and got back without any trouble. We'll definitely return!

We liked the resort's look and the staff were polite, but our stay had several problems. We were in room 09C, next to the cleaning supplies storeroom, and the noise there was enough to wake us at 4:30 in the morning on our second day. The living room TV didn't work, its air conditioner didn't cool, and the bedroom air conditioner made an unusually loud noise. The sheets and towels were clean and new, the beds were comfortable, and opening the door with a wristband was convenient. Still, for a resort that had only been open eight months, those maintenance issues were worrying. We paid for full board. The food was okay, though some dishes were disappointing: the chocolate cake was extremely dry, the beans looked pale and unappealing, and the pork steak was very dry. The pool menu had lots of options, but the prices were exorbitant, like nightclub prices, and should be reconsidered. The morning playroom attendant needs more oversight. She stayed on her phone and didn't even get up to turn on the lights in the very dark space. The resort says children over three can be left with the monitors, but I wouldn't trust that arrangement based on what I saw. The other attendants seemed very attentive. I also want to mention the sales pressure. I had a bad experience with a Gav salesperson in Porto de Galinhas years ago, after being approached on the beach and pressured relentlessly to buy an apartment share. We lost half a day, and he got visibly annoyed when we kept saying we weren't interested. I worried the same thing might happen at this resort, and it did. A man called Guilherme kept pestering us to go for a massage he said he would give us. We know that after the massage comes pressure to buy a share. Gav really needs to rethink this. It made me reluctant to visit their resorts.