Aguas de Ibiza Grand Luxe Hotel

Just back from first ladies trip to Ibiza. Aguas Grand Luxe was first class. Perfect location for evening stroll to marina and local restaurants. Hotel staff polite and helpful, room large and clean, restaurants amazing (roof top restaurant a must), breakfast fantastic - a perfect trip - we will be back, thank you

This hotel was chosen to celebrate a milestone birthday and unfortunately disappointed on many levels. We booked this holiday months in advance and when we arrived the hotel couldn???t allocate us the sea view room we had booked, and paid for. We had to accept a different room with the option to move the following day to the sea view room, so we were unable to unpack properly and settle in, which ruined our first day and night. We did receive a refund of ??35 from our booking agent a few days later but nothing from the hotel other than an apology note and a bottle of Cava left in our room. The hotel itself is looking a bit tired, particularly the pool area, which had loose and broken tiles, which were very dangerous. During our stay all the lifts but one were out of action so this made it a long winded affair getting to and from our room especially as we were on the 4th floor. What was frustrating was another working lift was roped off for staff use only despite all the other lifts not working. A couple of plus points were our room, when we eventually moved in, was very nice and breakfasts were very very good. The waiting staff at breakfast and the pool bar were very friendly and helpful but shame the same couldn???t be said for the breakfast front of house, she was very rude to us on our first day and also some of the reception staff who I found to be less than welcoming. Another plus was the cocktail bar on the top floor, with Marcelo and Sara deserving a mention, as they really looked after us, and the Spa was very good and worthy of a mention. Other negatives were our bar bill was incorrect when we checked out with bills from the previous occupant of our room randomly added to our bill. No apology for this and reception staff gave the impression I was being awkward questioning this in the first place. Finally when we arrived home I noticed my credit card had been billed for items from the Mini bar, which we definitely didn???t have because we never used the mini bar during our stay, and upon contacting the hotel I was promised a refund but still waiting for this 3 days later. Overall this hotel is far from a 5 star rating and the attention to detail that I would expect from a 5 star hotel was clearly lacking. I have been visiting Ibiza for many years and Santa Eulalia is a lovely place but there are much better and cheaper hotels than the Aguas de Ibiza, which we found very disappointing.