Vincci Selección Estrella del Mar, Marbella

Our family arrived on July 1, 2019 . We booked and paid for 7 rooms (many thousands of Euros). Room 301B was infested with ants; on the beds, pillows, blankets and floors. They told us that the hotel was full when we asked to move that family to the wing with the rest of us. The girls could not sleep in the room, one girl slept with her parents and the other girl with the Grandparents. The next day the problem was reported and the room was fumigated. The smell was very strong, when reported; the answer we got was; that the chemicals used smell bad but they are safe. Again the room could not be used and the girls slept as they did the first night. A five star hotel is expected to deliver quality rooms and services to their guest. Room 301B did not meet this standards and was not habitable two nights. To correct my bill the following credits should be issued. 1. The balance of 571.31 Euros which is credit for the unused room 301B for 2 nights. 761.74 Euros paid less 190.43 Euros the sum already credited 2. Credit for 20 Euros. Charge No. c602 was for 78.75 Euros and not 98.75 Euros as entered in the final bill. 3. Credit for 70 Euros. Hamacas, The beach manager assured me that because of the money we were spending at the beach for food and drinks, (we spent a total of 850. 50 Euros), that I will not be charged for the chairs . I did not sign anything authorizing this charges for the chairs. I AM HOPING THAT EXPEDIA CAN HELP WITH THE RECOVERY OF THE IMPROPER CHARGES

This was our third stay at the hotel and it’s unlikely we will be visiting again. The hotel was spotless, the rooms were spacious and the staff were great. However, it has gone downhill since our last visit in 2017 as is now more of a 4* in our opinion. We are a married couple in our 30’s and by no means have high expectations but we were really disappointed by our stay this year. What we loved about the hotel is no longer there; good food, peace and quiet, being treated as valued guests. Some examples; we didn’t receive any acknowledgement of the fact it was our third stay (we don’t expect much, just some mention of it would be nice!). We took my parents with us this year and they got a free visit to the Beach Club but we didn’t - it doesn’t exactly reward loyalty. You have to pay for the basics which you wouldn’t expect from a 5* (I.e water €4.5, use of the pool table €2). Towels are on given out only if you have a token which says that guests aren’t trusted. We bought ice cream from the pool bar and were charged €4 but the packaging said €1.99. We expected to have a relaxing stay based on previous experiences but there was a lot of large groups this time being loud, swearing, playing loud music and generally disturbing the peace. This was right by the children’s pool too which was not appropriate and the ambience was very different. The evening buffet was ok but not as nice as previously. We had a nice time overall but not as good as we expected.

Everything was perfect except only one sad thing : to have to extra charge for the Beach Club (sauna, pool etc) 15 euros only for 2 hours, and also the bed & parasol on the beach about 10 euros for 1 day. I saw many clients disappointed like me by this « limited service nevertheless at 5 stars hotel », which is unexpected by the international luxury standards. Because the biggest attracting point of this hotel is the beach, we consider it essential that the hotel should collaborate with the beach to offer the special reduced price (at least) to give an priority service for the hotel guests. Without this amelioration, I honestly can not help hesitating to recommend this hotel to my friends and return to this hotel.

This was last part of our tour of southern Spain. The hotel is beautiful with many pools including the ones at the beach club. Location is nice with convenient access to main highway, but still located in a quiet area. This was nice for rest and doing day trips to nearby destinations like Gibraltar etc. Breakfast was excellent, the dinner restaurant (a la carte) less impressive however. Food there was OK, but not great in any way. We found the nearby restaurants in the area better. Our room was in 2nd floor with view of the garden and sea. It was very clean and nice with well functioning wireless.

My wife and 3 months old daughter enjoyed our stay here in January. We had a room with a balcony which was perfect to have breakfast room service and enjoy the sun. The hotel provided us with a nice baby bed and some products for our baby girl. The hotel has 2 pools and a beach club about 5 minutes walk. The beach club has a nice gym, a spa, an indoor pool, sauna, etc. We had an overall excellent experience. The only negative would be the cleanliness of the toiletts in our room, which didn’t seem to have been thoroughly cleaned prior to our arrival and during our stay. Other than this, we would definitely come back and recommend our friends to stay here.