Sheraton La Caleta Resort & Spa

From the moment we stepped into Sheraton La Caleta we felt welcomed and safe. The security and anti-Covid measures are impressive. Our greeting at reception was warm and professional and this reception team is a credit to the hotel. Time and again they proved to be very helpful. Our Club room was immaculate - and yes, the beds really ARE extremely comfortable! The bottles of water, replenished each day, were a nice touch. The "assisted buffet" at breakfast with its one-way system was well-managed and had a wide choice of food and drinks. But the highlight for us was the Spanish restaurant, La Venta. A limited (at present) but imaginative menu provided us with delicious and varied dinners and drinks.The staff here were superb and the place has a great authentic atmosphere. It was also delightful to stroll through the sub-tropical gardens and have lunch in the pool bar, where once again the food, drinks and service were excellent. In the midst of global turmoil the Sheraton La Caleta was like a tranquil haven and was a real tonic for us. We shall certainly be returning!

This hotel has shown complete lack of accountability. On check out I had the displeasure of dealing with the duty manager who had his mind made up and had no time to calmly discuss my concerns. The hotel staff on numerous occasions informed us that drinks were included in the €27 allowance of the full board option but the manager would not investigate or admit that his staff were mis informed. We received an unapologetic and unexpected bill at the end. We had booked 7 nights of full board. On arrival we asked the concierge how the full board format operates and was informed that in the Spanish restaurant you get entrees, main and dessert and drinks not included. The other two restaurants it is 27 euros max but to check with the restaurants. After an excellent dinner at Spanish restaurant and amazing breakfast. We went for lunch at the Coral restaurant. Where the waitress after checking with the supervisor confirmed that drinks were included in the total of €27 allowance. They also assured that my toddler also gets an allowance of €27. Most days they charged us full price when we ordered from childrens menu. At a later date concierge confirmed that the waitress and supervisor at coral restaurant were incorrect and my toddler's allowance was €13.50. I wish I clarified about drinks at that stage, but we had no reason to clarify that because at the snack bar for dinner we were given the same impression that drinks are included in the allowance of £27 by numerous staff. Check-in documents, Website or anywhere else does not stipulate otherwise. Every single day we were given one bill with drinks and food unless we were in the spanish restaurant, where we got a separate bill for drinks which we signed for, but all the food had been marked to €0. This was not the case at coral and snack bar. We had to sign for food and drinks on the same menu and when we queried again as to why it was not €0, we were informed it would all be deducted at check out. Lack of communication among staff and customers is clearly evident across multiple examples. The managers might be informed of the rules but this is not cascaded to staff and customers. When we arrived we were told the spa is closed and will be across the stay (we also had a complimentary visit included in our package) but it must have opened at some point because during check out I overheard a massage session being booked. Again we as customers were never informed about the spa closure before coming or its re-opening. Although the hotel itself was well thought out and the staff have been amazing, my experience at the Sheraton has been very unsavoury as I have effectively been told I was lying by your duty manager when the fault lies in your hotels ineffective communication. It seems to resonate a blame culture amongst Managers, which usually comes from the senior management of Sheraton/Marriott. Thus this was my first stay at the Sheraton brand and due to this experience it will also be my last as this is simply not what I expected from a 5 star hotel.