Alexandre Hotel Troya

Sophie

Very good evening, Yesterday, a staff member, a lady with long black hair approached me and said, “Breakfast, no dinner. Pay pay dinner.” Her name is Jenny?! I read it on the paper I signed. I tried to explain that reception had told me I could enjoy my dinner and settle the bill in full on checkout. This was my third night, and no one had mentioned anything about immediate payment before. Suddenly, everyone started staring at me as I tried to clarify again that reception had informed me I would pay at the end of my stay. They handed me a paper to sign, something I had never been asked to do before. I’m actually one of the few who can afford a five-night stay at your hotel on my own. I enjoyed very much my stay last year. Yes, this is the second year I booked my stay with you. As I have decided to spend two more nights until Tuesday, I had booked myself a stay somewhere else. Anyways, I then asked to speak with a manager, and as the manager approached me, the same lady said in Spanish “The lady doesn’t want to pay” I don’t speak Spanish, but I understood it clearly, and so did everyone around me. Also the restaurant manager struggled to understand my point. He simply said that his staff member claimed one thing while I was saying another, insisting that I refuse to pay. That was absolutely not the case. Throughout the entire ordeal, I felt everyone’s eyes on me. My face turned completely red, and by the time it was over, I kept on feeling extremely embarrassed. I finished my plate in silence, and left. The day before, I asked a receptionist, a very polite gentleman older than me, if it was possible to have my bed sheets changed as I have found multiple long black hair on my freshly changed bedsheets. While I understood that this can happen, the gentleman has been extremely apologetic, his customers service was top notch, and despite it being late in the afternoon, he arranged everything within 20 minutes. It’s disappointing how the restaurant manager handled the situation. Later on, he offered me a drink as an apology, and I kindly denied the offer. I work in hospitality and handle complaints on a daily basis, so I understand the importance of good service. However, I found your staff’s attitude to be rude and unprofessional, completely unacceptable. My dining experience was ruined; I only had one plate and two small sides (from the counter next to me, table 106, because I felt too uncomfortable to go towards the entrance, take a fresh plate, ask for more tuna, and then making my way back to my table. I strongly recommend providing your staff with proper training on how to communicate respectfully with guests. I would appreciate a response from the hotel manager via their personal email before my check out.

Adam Leicht

Just spent a week here and I can only sing it's praises. The staff are very welcoming and helpful, the rooms are as represented in the photos, clean and quiet. The pools are heated and from now on this is exactly my must have for further holidays! The food is good for buffet style and varied, breakfasts have plenty of fruit, fry up if you prefer, oats and cereals, continental pastries etc. We stayed half board and if I were to stay again I'd probably do BnB only and eat out local. Outside there are 2 pools. One only for adults. The other pool has a battle going on of which music will win. The pool speakers or the outside bar speakers. Why these systems are not combined so you don't get one set of shit music instead of battling two sets of shit music I'll never know! Still. Cannot hear either from the adults pool so unlucky those of you with kids that need constant attention and the grandparents aren't with you! It's close to bars and between two resort towns within walking distance. Tips: - Pay the 17 euro to use the spa for the week. It's brilliant and you'll use it daily for the hot tubs, saunas and pool. It's worth every penny. - If you have kids take the grandparents. - The electric scooters are 1Euro a minute. Sooo expensive. Taxis are cheap. - When you go to the water park, pay extra for the fast pass. Don't go without the fast pass. - If you don't have kids, definitely go to the water park with a fast pass, it's so much fun. And walking distance. - Must do the stargazing tour. Suggestion for the hotel: Keep doing what you're doing. Your staff were lovely.

H M

Currently staying here had to review as we have had enough. Rude and impolite. My son is heavily disabled and there were no ajustments made. Manager said we could take his food upstairs from the resturant but then was was always stopped by the old tall guy and was told no he was horrible to my young daughter for no reason. There was other famililes taking food out never been stopped. They come to you as soon as you sit down to scan your room card the service is terrible. I asked if i could eat my food first was very very rude. I told them a man sneezed and was coughing all over the chips they didnt change it. The food made my partner vomit thankfully ok to fly home. The pool is freezing. There vending machines never work. Good thing is that they upgraded our room as there were insects and vents hanging off the walls in our family lounge room. We stayed on floor 1 which helped with my son. I wouldnt come back here just because how rude and unorganized this place is but it has a lovely view to look out of. Asked for out bill realized that they added extra charges on. So obviously had to go through this as we knew it wasnt or bill, man with black hair on reception said this is normal sometimes this happends as the resturant guys dont pay attention so I think thats all we needed to know to never come back.

Frank Brøndum

Nice hotel with an excellent pool area. Especially the adult zone was impressive. The buffet restaurant has plenty of choices, but the quality of most of the food is rather mediocre. The restaurant area is VERY busy and not at all cosy, so we will recommend to eat at the cheap restaurants just outside the hotel. Rooms are being renovated and we had an older room and it needed renovation, but was clean with an excellent bed. Noise at night from nearby discotheques is impressive, but with the windows closed and earplugs in we managed to get at good nights sleep. The Hotel is situated right at the beach and with restaurants and bars just outside the door.

Malgi Hanušová

Not great, not terrible. Personally, I don't like the touristy south of the island, so the location wasn't ideal for me. Unfortunately, Spanish cuisine was nowhere to be found around the hotel, which is a shame because I love tapas. There was a slight smell of cigarettes lingering in the hotel hallways, likely coming from the old carpets—probably a remnant of the times when smoking indoors was allowed. The rooms were fine, and I enjoyed our little balcony. The beach is close by, and it's actually really nice. Breakfasts were great and offered plenty of variety.