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“All Round Fantastic.”
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Review of Castillo El Toro

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3 reviews
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Overview
Villa -
3 Bedrooms, 3 Bathrooms, Sleeps 8
Benidorm, Costa Blanca, Province of Alicante, Valencian Country

Reviews from our community

Average - based on 3 reviews
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Reviews from our community

Date | Rating
  • English first
  • Any
English first
English first
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English first
gemmaloui...
London, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Disappointing villa due to uncleanliness and unresolved issues”
Reviewed 1 June 2016 for a stay in May 2016
1
person found this review helpful

We stayed at Castillo El Toro for a 10 day family holiday in May 2016 and unfortunately we didn't enjoy our holiday as much as we should have done despite the villa being in a good location.

We had a few issues, some of which were never resolved whilst we were away which was a disappointment, especially the major issue of the general cleanliness of the property. Despite an early complaint I was amazed to hear that a cleaner would not be attending the property during our duration or that a clean would not take place under the exceptional circumstances that we raised.

Below is a comprehensive list of cleanliness issues we encountered;

- The property had a general dirty and filthy feel to it.
- There was a pile of monkey nuts behind the bedside unit on one of the bedrooms (these were removed a day after we complained but the management company who visited us didn't seem to be bothered by this at all).
- There were cobwebs in most of the rooms, not just small cobwebs formed overnight but large cobwebs that had been there for a period of time I.e on the lighting in the sunroom. Most importantly cobwebs on the kitchen tiles above the worktops where you prepared food! The tiles definitely had not been wiped over.
- The windows were dirty and grimy.
- There was a tampon behind the sofa bed in the main room, the units had not been pulled out and cleaned behind before our stay.
- The floors were dirty. Especially under the sofa and chairs in the sun room and there was a build up of bugs, cobwebs and dirt in the corners. The room definitely had not been thoroughly cleaned.
- The windows in the kitchen door were filthy and dusty and had a general greasy feel to them.
- There was a build up of dirt, dead bugs and cobwebs between the windows and the shutters- these needed a thorough wipe.
- In many of the furniture drawers there was junk left over from presumably the previous occupants- these had to be emptied and wiped before any clothes were placed into them. As well as opened left over food in the kitchen units.
- We had an infestation of ants in the main bedroom- fortunately after powder was put down the issue was resolved.

In addition the to above, a couple of major cleanliness issues concerned the crockery and cutlery and linen.

- Crockery and cutlery. All of the items had a layer of grease and grime on them. We were unable to use them until we had run them through the dishwasher. We only used a handful of items and kept reusing the items we had washed as we didn't want to spend the holiday cleaning!

-Linen. The linen was not clean (it smelt of sweat and grease) and was extremely worn. We dressed the pillows in our t shirts to mask the smell and I ended up sleeping without a pillow. Despite new linen being delivered, it still had the same horrible smell. The towels were thin, had holes in them and were worn. They need replacing. The sheets were also stained and unclean.

We also had problems with some of the appliances in the villa;

- The buttons on the dishwasher all fell out when the appliance was opened. Once we replaced the buttons the appliance worked.
- The televisions did not work despite every effort and my husbands knowledge of audio visual. We gave up in the end.
- There was only one travel hair dryer available to use in villa, between 5 adults. An additional dryer was requested and brought to the villa.
- Air conditioning/heating units- in the manual it noted that you were given an allocation of time to use the facility and if required more then additional payment in the unit was required. We were not given any allocation so when we required heating we inserted coins. Even though we put money in the units did not work.
-I appreciate this is a very small detail but the clock was not working. I would have expected a pre-occupation check to have been carried out and this would have been picked up and replaced?

A few of the smaller issues which were more bug bears than anything but amounted to bigger issues due to the major issues we experienced included;

- Swimming pool. It's a beautiful pool and clean but we were a little disappointed that in the welcome pack it noted that at one point the pool was heated to a constant temperature of 29 degrees, which would have been perfect. It's a shame that we couldn't have any control over the temperature. Our little boy only used the pool once.

Likewise we didn't have any control over the heating of the hot water, and it ran out after two people had showered. Many cold showers were had by all.

We expected the villa to be clean and welcoming, we felt it wasn't and it really did impact on our holiday.

Despite trying to resolve these issues with the management company, only the 'minor issues' were resolved whilst we were on holiday (for example an extra hairdryer was provided and we were refunded the linen hire) and since returning all other correspondence with them has now been ignored.

The villa would be a lovely place to holiday had we not have experienced all of the above problems.

How easy was it to book the property? How helpful were the directions to the property?
How easy was key pickup/access to the property? Overall condition of the property
Bedding & mattresses Kitchen & utensils
Bathroom cleanliness Other facilities & amenities
Service
Travelling group: Extended Family
Would you recommend this hotel to a friend?   No.
  • Did the property offer wi-fi/internet access?
  • Was your security deposit returned on time?
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
edward b
Leeds, United Kingdom
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“All Round Fantastic.”
Reviewed 3 January 2016 for a stay in December 2015

From the original contact with Joan everything was handled smoothly and professionally, Joan provided all the details and information to do with the villa as well as additional information with regards to the local area. When arriving at the villa in Spain we where not disappointed it is set in a beautiful quite location, it was very clean and tidy and with all the mod cons provided and the décor in each bedroom was of a good standard. The grounds where well kept and very secure. The private pool was nice added extra to our normal holiday. When we arrived we had a little problem with the WIFI and I contacted Steve and Chris they where very helpful and had one of their team with us at 0800 the following morning and the problem was sorted out immediately. overall The Team, The Villa even the weather was fantastic. we are just in the process of booking both for the summer and for next Christmas.

How easy was it to book the property? How helpful were the directions to the property?
How easy was key pickup/access to the property? Overall condition of the property
Bedding & mattresses Kitchen & utensils
Bathroom cleanliness Other facilities & amenities
Service
Liked best: The location.
Travelling group: Young Children
Would you recommend this hotel to a friend?   Yes.
Recommended for:
Friends getaway People with disabilities
Older travelers Families with young children
Large groups People with pets
  • Was the property as advertised?
  • Would you recommend the location of this property?
  • Was it a good value for the price paid?
  • Did the property offer wi-fi/internet access?
  • Was your security deposit returned on time?
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management Response
15 Feb 2016
it will be a pleasure to welcome you back
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2 guests
Adults2
Children0
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