Gran Castillo Tagoro Family & Fun

“Family holiday”

I would like to say this is definitely not a five star hotel. It is only a four. Positives Duplex rooms are huge Adult only pool is lovely Italian restaurant on a later sitting is good Nearby restaurants at marina are top quality Staff are very helpful Grounds are immaculate Negatives Hotel is t… more

I would like to say this is definitely not a five star hotel. It is only a four. Positives Duplex rooms are huge Adult only pool is lovely Italian restaurant on a later sitting is good Nearby restaurants at marina are top quality Staff are very helpful Grounds are immaculate Negatives Hotel is tired Food in main restaurant is poor only just warm and very repetitive Reception absolutely awful 20 minutes to check in with only a small queue Booked a courtesy room but the people before did not leave the room in time therefore it was not available for us. We were eventually offered an alternative room without towels or plug sockets. The courtesy room system needs managing as does the reception area. Check in is so slow that if you have a simple question you could be waiting 15 minutes to be served. This hotel could be a five star but needs to improve in certain areas particularly reception as this is what creates a first impression

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“Good but not 5 star”

Good points: rooms were large and airy, basic but comfortable. We were in a family duplex. Large spaces and pool for younger families. Food in main restaurant was generally very good with lots of variety and different themes. Staff very friendly and attentive. Less favourable points: The Italian… more

Good points: rooms were large and airy, basic but comfortable. We were in a family duplex. Large spaces and pool for younger families. Food in main restaurant was generally very good with lots of variety and different themes. Staff very friendly and attentive. Less favourable points: The Italian bookable restaurant was less impressive. Screaming kids (and parents letting them run riot) and shortage of staff put us off trying again. They should really have scheduled sittings for young families vs adult only groups - the families would probably feel more comfortable too. It’s difficult to get sunbeds near the main pool after a certain time in the morning. Just not enough space - everyone is crammed in like sardines. Great for passive smoking too :/ The thing that marred what would have otherwise been an enjoyable holiday was being told at checkin that our 17yr old son could accompany the rest of us (3 adults) in the adult zone as long as he didn’t drink alcohol. The place was virtually empty but an overzealous member of staff asked him to leave despite the place being empty and my son simply sunbathing. Noticeably the staff member waited until I was in the pool before approaching him. I relayed what we were told at reception and he simply shrugged then went back to my son and to leave within 5mins. Now, there’s a number of good customer practices that could have been deployed here, alas none were followed. The staff could have said - as it’s 3pm you can stay but please be advised that you want be allowed in again or called reception to check with their supervisor or simply turned a blind-eye given it was so quiet and the handful of people around us were unconcerned (they were only aware as they asked what the problem was and were extremely sympathetic , especially as it made my son feel very conspicuous and unwelcome). The hotel need to review this and give some customer service training to the person involved. Also think about how empty this space is and how congested the main pool area is. On a point of principle, which seems to be the only reason he was told to leave, may be not charge him adult rates for the stay if he gets none of the privileges. I did complain at reception and was rebuffed as if it was my fault despite stating that it was a member of the reception team who had told us it was ok for my son to use the adult zone (we would have clearly avoided the area/zone if not mentioned). In summary, if you are looking for an adult-only hotel Experience and/or have older teens in your party, probably best to look elsewhere (may be next door at the Papagayo for instance which we intend to try next time).

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