Hotel Helios

We came in April 2023, which was too early in the season to enjoy the beach. Still, being right by the sea was wonderful, and the town and train station were easy to reach.

The hotel itself was generally fine. Breakfast was continental, our room was cleaned several times a day, and we liked the beach club. But the way a front desk employee treated us at check-in was so upsetting that it overshadowed the stay. Before arriving in Santa Margarita, I asked the desk for restaurant ideas and help booking a table. The employee made a reservation for us. Since we were traveling with a large group whose tastes might differ, I also booked another restaurant myself, at a later time that worked better after our four-hour travel day. After looking more closely at reviews of the first place, many describing it as a tourist trap, we decided at the last minute to use my reservation instead. We told the employee this in person when we checked in, and her manner changed immediately. She seemed upset that we weren't going to the restaurant she'd booked and said there might be a no-show charge. She said she'd contact the restaurant and let us know. Nobody had mentioned a no-show or late cancellation fee when the booking was made, and she hadn't asked for our credit card details, so this caught us by surprise. We went upstairs to unpack and get ready for dinner, thinking the conversation was finished. When we came back down, she told us she'd spoken with the restaurant and that we'd have to pay a fee for canceling late. We explained that we hadn't been told about any fee and neither she nor the restaurant had asked for our card information. We said we wouldn't pay. She argued that canceling so late was very wrong and told us we “shouldn’t make a habit” of it. We were shocked to be spoken to that way by someone in hospitality. We knew it was a last-minute decision, but had we been told about a possible charge in advance, we would simply have gone to the first restaurant. We're familiar with this practice and understand that fees exist, but no one had warned us. Instead, we felt bullied and insulted. She seemed personally offended by our decision, which appeared to turn into a scolding. It was a terrible start to our time in SM. We were glad to deal with other front desk staff for the rest of the trip, because this interaction left a bad taste. We loved SM, so it's a shame this happened, but we won't recommend this hotel to anyone we know.

The hotel is spotless, and the staff at reception were lovely. They seem to be cleaning constantly. The rooms are a bit dated, which I actually liked; it's a traditional old hotel, and the price is fair for such a popular spot. I would stay again if breakfast improves. The pool was crowded and seemed a little dirty, with lots of kids around. I wouldn't have wanted to put my head underwater. Its position is awkward too, so you can't just get up from your lounger and slip in. Members of the public are right on top of you, with no clear separation from hotel guests. It felt more like a hostel than a private or luxurious place. That's okay in itself, but I was a little upset because this is my one vacation and I wanted at least a bit of privacy or indulgence. Breakfast was very subpar. The staff seemed miserable and reluctant to be there. People coming in off the street for coffee were served while hotel guests waited to order theirs. A coffee machine would help avoid making ten people wait on one lady who seemed allergic to her job. The same lady started clearing the buffet and didn't keep it sufficiently topped up through the morning. Apart from that, it's a nice, extremely clean hotel in a good location.

The rooms were made up immaculately twice a day, and the front desk staff were friendly and helpful. This is a charming older hotel right by the water, with the train station close by. From a water-view room you can hear the waves lapping, and the breakfast room has a gorgeous view too.