We are all different and expect different things when we book a holiday. This is why platforms like Trip Advisor and other review sites often fail when delivering customer reviews.
I have been lucky in my life to have experienced true 5 star hospitality but I have also made many mistakes by listening to marketing and influencer reviews and chosen hotels and holidays that have not lived up to the hype.
In this current environment we are all suffering through a cost of living crisis so when I booked my current holiday I knew it would probably be the only holiday I would have until the end of the year. I decided to push the boat out when I saw Jet Two offering a five star package to El Fuerte in Marbella.
I was wary because I have experienced supposed five star packages through travel companies before and to be honest it hasn’t worked out but this looked particularly good.
The flight and Jet Two were not bad. You get what you pay for. It all went smoothly.
I had done my research outside of Jet Two’s marketing and the reviews for the hotel including one from Stylist Magazine by Felicity Thistlewaite offered a complimentary stay with her family in exchange for a freebie and everything pointed to a five star experience.
In my personal view, first impressions either make it or break it.
On arrival at the hotel, the reception area and check-in is not the first point of call. It is the concierge desk, so you find yourself asking them the questions about your stay that they are unable to answer. You then get taken into a separate area for checking in where you are offered a welcome drink and seated with a hotel representative.
We had booked a room with twin beds as I was not travelling with my lover but my business partner. I had sent an email ahead of time and was told the hotel had replied stating we would need to upgrade to the next level if we wanted twin beds. Unfortunately I did not receive this email so we were stuck with a double bed and no compromise unless we paid to upgrade.
The receptionist didn’t handle my concerns or the fact I hadn’t received the email. She was closed off and in full sales mode, stating clearly you get what you pay for.
As our conversation went on it soon became very clear unless we paid more money we were going in the cheap rooms allocated to Jet Two package customers, with no twin beds and basic use of the hotel facilities.
It turned out also that the promised rooftop infinity pool for adults only was not available and Jet Two made no mention of this in their marketing.
After a good 30 minutes fighting a dead end with no other options, we said we would look at the room. On the way to the room our first impression was a feeling of stress and disappointment. This was not looking like a five star experience for us.
We didn’t even really notice anything about the hotel, we were thinking we were going to have to move.
When we arrived in the room it confirmed this holiday was never going to satisfy what we believed we’d paid for, for a 5 star experience.
The room wasn’t big enough to swing a cat. It had a small double bed, a tiny open plan bathroom with a shower, no bath, a small window, no view and a claustrophobic feeling that was suffocating.
The decor, sheets and furniture were amazing and the room would have been perfect for a young couple on their first luxury holiday but not for two middle aged women who had requested twin beds and a bath.
It was back to arguing on the phone, explaining our issues and asking to speak to the general manager.
We sat in reception waiting as she was on a break until the Guest Relations Manager arrived with a huge smile and a very sympathetic, caring ear.
We explained the situation and she could see our first impression of El Fuerte was not how they wanted anybody to feel about their lovely hotel.
She went into overdrive producing a complimentary upgrade to a room that would satisfy our needs, twin beds, a bath in a separate bathroom with a partial sea view and a terrace.
This action changed everything. As beyond the first impression truly lay the five star experience we were expecting.
So the answer to the question can you really book a five star package through a travel company is simple. Yes but it probably is going to leave you feeling like you are in the cheap seats unless you upgrade.
This hotel is amazing. The staff are attentive, welcoming and cannot do enough for you. The breakfast experience is exceptional with everything you could imagine from freshly squeezed orange juice served at your table on arrival to the best homemade waffles ever tasted.
The setting on the terrace with red striped comfy furniture and umbrellas. beautiful ocean view and lush colourful flowers and plants make you feel like you are in heaven.
The sun loungers are well spread out, really comfortable with huge luxury towels, call bells on every table and a wonderful adults only swimming pool and bar service.
The lunch at Levante Restaurant again on the terrace is beautifully presented and delivered under the watchful eye of Fernando the hotels exceptional restaurant manager.
We had an early dinner at the hotel’s beach restaurant Soleo and our experience was lifted to a new height. The food, the view, the staff and the whole experience left us wanting to return to recreate it the next day.
The hotel once we overcame the first impression is a hidden gem right in the centre of Marbella old town, within easy walking distance of many shops and other places to eat but to be honest when a hotel gets it right you don’t want to leave. You have everything you need and this hotel delivers just that.
In my opinion as a seasoned 5 star traveller I would suggest to a hotel like El Fuerte, if they are going to offer inferior accommodation to lower paying customers (this holiday was not cheap by the way) it would be better to keep everyone on the same level. Trying to mix the two to reach a wider audience, which I understand is necessary in this current economic climate, is a mistake.