PortAventura Hotel Mansion De Lucy

The waterpark being closed was the biggest letdown, and nobody had made that clear to us. I complained through Booking.com, which contacted the hotel, but the hotel rejected it and asked for “supporting documents” even though I was writing about the overall experience and service. The trip felt overpriced and nowhere near the standard of a four-star all-inclusive resort. We stayed 10-13 October 2025, booked through Booking.com as an all-inclusive four-star stay. Check-in was vague, with no map or clear directions. Breakfast booking slots didn’t help, as everyone queued together anyway. Ordering drinks was slow because only one or two staff were taking orders. The all-inclusive QR code system was confusing and led to charges for meals and drinks that should’ve been covered. Nobody checked wristbands, which made the system pointless. The wine selection was poor, bottled water wasn’t included, and some basic soft drinks weren’t available. Our room was clean thanks to the housekeeping team, but the bathroom door had swollen and wouldn’t close properly.

We got to the hotel on December 22 and reception found two reservations under my name. I explained what had happened and asked them to cancel one and refund it. The receptionist said only a manager could deal with it, and I’d need to call the hotel. I asked her to call because I’d already tried several times, but she couldn’t get through either. On her fourth attempt, after asking someone, she found an internal code that finally worked. Whoever I spoke to refused everything: no refund, room upgrade or extra services. Just “Sorry, we can’t do that.” I was furious and upset by the way customers were treated. I’m grateful to the reception staff for genuinely caring, but management’s attitude ruined our weekend. I’m attaching photos of both bookings as proof. My family and some friends had planned a park trip and booked ahead for December 22-23. We joined the hotel roulette for fun. It was our first time, although my friends had done it three times before. On November 24 I paid €294 for three members of my family. The bank confirmed the payment, but no booking confirmation or receipt came from the hotel. I waited, thinking it might arrive later, but it never did. On December 18 my friends got confirmation for a room at El Paso Hotel, while I still had nothing and started worrying the trip would fall through. The app bot was useless for questions about the booking or payment. It couldn’t connect me to an operator and just repeated scripted replies. I called several times and couldn’t get through, including one time when I waited on hold for 40 minutes. To save the trip, I paid another 168 euros for a room for three at El Paso. That time the confirmation and receipt arrived almost immediately.

It’s a pretty Spanish-style hotel, with pleasant rooms that stay fairly warm through winter. The staff were friendly, and the buffet was spacious. There wasn’t a huge selection, but what they did serve was good quality.

After three weeks, I still don’t have an invoice for my conference stay. I’ve phoned the hotel three times, written through Booking, and sent several emails. Each time I’m told another department is handling it. That delay is completely unacceptable. At checkout I was told the invoice would only be issued then, but the queue was too long and I had a bus to catch, so I had to leave without it. I wouldn’t recommend this hotel for business travellers. Their inability to provide basic financial paperwork makes me suspect they’re either unprofessional or deliberately not reporting income. If you need a verifiable invoice for expenses, stay elsewhere.