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Reviewed 3 February 2020

This was our sixth successive Xmas new year visit. Still mostly the usual customer facing staff who again proved very helpful & hard working. But something had gone wrong this year & the staff appeared burnt out before we left on 2nd Jan.

The food had also gone downhill. We prefer buffet style meals but had not expected to find burgers & hot dogs under heat lamps on the hot counter. Burgers are something we expect to made up to order. Hot dogs are found on a stall on an airfield open air market and very much a distress purchase.

I could well be incorrect but it looked as thought top management had decided to concentrate on profit rather than the product.

In previous years we would have booked for next Xmas new year by now. This last experience has left us very undecided.

Date of stay: December 2019
    • Rooms
    • Service
1  Thank Dave C
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 20 January 2020

Stayed here over Christmas and New Year. Bitten alive with bed bugs all over my body. Reception were not interested and said no rooms to be moved into so cleaner came and changed the sheets even though stated the bed frame was also riddled. Bitten alive again now on my face also and finally able to move rooms. By this point holiday had been ruined. Wasnt able to use the swimming pool or sauna. Had to go and get steroid cream that was ordered in especially as the bites were so bad. Almost a month later and my body is still scarred with bites. This hotel is not a 4* hotel. The staff are rude!! I am currently awaiting to hear back from the travel company and the health service! This hotel needs to be closed down! I am already in the process of having it removed from booking.com. save your money and book elsewhere! As you can see from the photos the size of the bed bugs are not small. They take 7 weeks to grow to that size so the room had been infested for some time!

Date of stay: December 2019
Trip type: Travelled with family
3  Thank angela123_10
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Kaktus_Hotels, Director General at Hotel Florida Park, responded to this reviewResponded 24 January 2020

Dear Miss Angela,,

First of all we would like to apologise for the inconvenience caused.

Furthermore, we would like to use this way to inform you about the cleaning standards that we follow in our hotel and the process we followed in your case, as all the customers are very important for us and we take care of each of you. We feel very sorry for what happened and all the team worked in solving the problem very fast and already organized everything to not happen again.

On the 30th of December you came to the reception to report that you have been bitten by an insect. Right away, the reception asked the maid on duty to have a look into the room in order to know what was wrong. At the same time the Front Desk Manager offered you to change into a new room, and you didn’t accept the change on that day. We had arranged the new room already for you. Unfortunately, we didn’t insist enough on changing the room as we wanted to respect your decision, and we also haven’t detected the problem on that moment. The day after, on the 31st you accepted to change the room and we organised everything right away.

On the inspection of the room that the maid did on the 30th , when you came to the reception to inform us for the first time, the process that was done was the following one:
- turn the mattress and inspect with the guests that everything was fine
- change the mattress protector
- change the sheets

On December 31st, when you came to the reception to inform us about the several bytes, we organised a new room right away for you and we also phoned the company “Altimir Sgg Ambiental” in order to treat the room with a thermal procedure. We treated the room, as well as the rooms near it.
On January 3rd, the enterprise “Altimir Sgg Ambiental” returned to verify that everything was correct in all the rooms and the result was that there were no bed bugs.
Furthermore, in March of 2020 (for the beginning of the new season), we have also organized a new training of procedures of what needs to be done in such cases. Every year we inspect all the rooms to be sure we accomplish with our quality standards. Unfortunately, some bugs come on the busses or airplanes trunk and end up in the clients’ suitcase and they remain in the room.

We are very sorry the inconveniences caused to you and we really hope that your skin is well again.
We have already contacted your travel agency and we have sent all the information and certificates to them in order that they contact you asap, as well as to offer you a free stay on one of our hotels. Of course with the assurance that this problem will not happen again and to offer you the holidays you deserve.
Furthermore, we have the information that the travel agency is trying to contact you and we hope that we find the way that you enjoy a nice holidays again.

Yours sincerely,
Marc Caballé – Director Hotel Florida Park

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 January 2020

Arrival at this hotel very good staff very helpful and friendly! Paid more for sea view room and felt it was worth it as could overlook pool and sea and could hear any acts performing. Also had sun until about 3 pm and had a good sheltered spot. All very good food also good but did go off as the holiday went on! For example Gala dinner on New Years Eve worst meal of whole stay!! no vegetables at all and very little choice but think the hotel was closing after our stay until March so supposedly running down.

Room tip: Our room was on second floor overlooking pool and sea. Nice position think any of the rooms facing pool would be good.
Date of stay: December 2019
    • Location
    • Rooms
    • Service
Thank SeriousTraveller2
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 7 January 2020 via mobile

Stayed for 2 weeks over Christmas and New Year.Thoroughly enjoyed every minute of my holiday.
The enthusiasm of the staff was amazing- nothing was too much trouble and there were smiles all round, all day.
The food was incredible and I was always amazed at the amount of choice and quality at every meal time.
The rooms were spacious,light,spotless and extremely comfortable.. sheets and towels changed every day!
I would not hesitate to return to this hotel in the future.

Date of stay: December 2019
Trip type: Travelled solo
2  Thank Legerlady
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 7 January 2020 via mobile

Stayed here for four nights during a New Year trip with Leger holidays. A very large hotel, somewhat tired, bedrooms on the small side with an odd smell..... sewage/stale cigarette smoke? bathroom could have been cleaner hair on the floor and mouldy grout.
New Year's Eve gala dinner was an absolute bun fight 600 people crammed into the dining room like sardines. There were 2 sittings, we were second and found some foods gone and we're not replaced. Very few vegetables. Had to wait ages for potatoes, when they finally arrived they were undercooked and unpleasant. No facility for allergies or vegetarians. I am allergic to mollusc so couldn't eat the langoustine as they were mixed with clams. Food and plates not hot enough either. Wine uninteresting and no wine list to buy your own.
On our last night we were given what appeared to be left overs. Breakfast on our last morning very sparse and not hot enough. Coffee terrible. We had the impression the hotel was waiting for us to leave.
Entertainment fine but the noise in the bar area so loud conversation was impossible.
On the plus side staff helpful and friendly. Cannot comment on Santa Susanna as the resort was completely closed.
Would not return.

Date of stay: December 2019
Trip type: Travelled as a couple
1  Thank 389susanah
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
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