Altos de la Gloria Beach Apartments

The view is what earned the three stars. We keep choosing these apartments because the location is excellent, but the service has got worse over the years. During this 11-day stay, we had to ask for towels on Saturday morning after seven days, and they didn't arrive until Monday evening, just before we were due to leave Wednesday morning. They offered cleaning, possibly with fresh sheets, that same Monday. There were no dishcloths or toilet paper, so we had to buy them ourselves. The service no longer matches the price, and we don't feel encouraged to return.

The apartment was clean, and the bedroom mattresses were really good. The fantastic sea view also earns a star. But for a top-class apartment I expected more: the range hood hangs so low that you keep bumping your head, using the oven caused a power cut, and the fridge's bottle rack was broken. The sunshade in one bedroom was broken too.

The apartment has plenty of equipment, but it is missing some details, and the value doesn't match the advertised price. The pictures showed the best angles, while the whirlpool is fully visible from above and offers no privacy. You can also hear every footstep from upstairs. Service was awful, the worst I've had in hundreds of overnight stays. They ignored promised clarifications, and check-in was a mess. About the reply: your claims are outrageous. We contacted you 90 minutes before check-in to say we couldn't make it. You say someone was waiting for us to check in 90 minutes earlier, which makes no sense, and if that happened it wasn't our fault. You told us a later check-in wasn't possible, and that we had to pay online immediately to get into the apartment. Paying in the middle of the mountains was completely unreasonable. Why couldn't we have paid when you came by the next day, for example? You then said, "I'll check with the manager and I'll write to you again," but we heard nothing. When we followed up, you said you were expecting a message from us and it would be taken care of for you. Those are two examples of the terrible service.

We booked this apartment for 15 days. Two days before our departure, our city went into pandemic lockdown, so we weren't allowed to leave and had to cancel. We told the apartment manager, but they kept refusing to cancel and tried to get us to move the booking to later dates. We couldn't say when the city would be released from lockdown. Even so, before our first reserved day they charged €2,300 to our Visa for a stay we couldn't use. We're outraged and are now trying to recover the money through lawyers. We advise against booking here under any circumstances, at least during a pandemic. You could lose your money without having a holiday. If they won't accept the pandemic as a reason, we can't imagine how they'll respond to other unexpected events, such as a family member's death or illness. We don't trust these people and believe they don't respect the law. Think carefully before booking.