Hotusa - accommodation in Costa del Sol

THE WORST CUSTOMER SERVICE I’ve ever experienced. Arrived at the hotel to be told I could check in without a passport, that a drivers licence wasn’t valid ID anymore- the manager even told me patronisingly to “check on ChatGPT!” Whilst the managers discussed our fate they told us to go get a drink at the bar “on them”. Then when we did that and handed over the voucher we’d been given the waitress told us that didn’t cover the drinks we had chosen- not that we have been prescribed which drinks to select, she was extremely rude and when the manager came over to tell her to explain the situation a full out argument in Spanish ensued. Quite unbelievable. The bottle blond middle aged bar lady (didn’t get her name) was so rude. I was told there was no way we could be checked in so I had to travel back to get the passports, nowhere on any of my booking information did it state that a passport was a requirement, zero effort was made to appease me or show and sympathy to the fact I had driven a long way with a young family. It was my first stay at the hotel and will be probably be my last unfortunately. I complained to the Company and they forwarded me to the Hotel Management team who I haven’t heard anything from - that was over a month ago. VERY DISAPPOINTING

Check in was friendly and quick. Room was small but clean and comfortable. Good shower, decent aircon. As other travellers have mentioned, the walls are thin and the corridors are echoey. Breakfast is fine but served in a crowded canteen-like space. All in all, a good experience for a short stay.

Overall the property is well maintained and quite beautiful with lush landscaping. Our unit was spacious, but could have benefited from some detailed cleaning as our range hood was covered in a layer of dust which I wiped down. Our hot tub could have been warmer on the cool nights but it was a nice amenity. The worst part of our unit was the very hard bed mattresses and cheap synthetic pillows. A mattress pad and feather pillows would make it so much more comfortable and luxurious. Our family rented multiple units and every one had a negative comment about their mattress. We had no issue with the location as it gave us many options for day trips.