MUR Hotel Neptuno Gran Canaria
22 Traveller reviews from Holiday Watchdog
"What a disappointing holidayâ¦ 23rd â 30th December 2013 I have stayed at the Hotel Neptuno several times over the past 6 years. I have always enjoyed my stay here, the friendly staff, especially Nani the breakfast chef , the cleanliness, the (once) comfortable rooms, location etc. This visit was not a pleasant experience at all. I booked this holiday on 4th January 2013, because I knew that most of 2013 was going to be a terrible year for me regarding my heath. I have been on pretty serious triple combination treatment for 48 weeks, pills, injections, minor ops and several blood transfusions so I was really looking forward to my stay here to recover. I had requested the top floor and specified 3 particular rooms I had stayed in before. I also sent the Hotel an email in early December to remind them of my room requests. They replied to my email and said that they had a record of my request etc. Howeverâ¦when I arrived my heart sank! I was given a horrible dark side room on the 2nd floor which was really shabby. There were several complaints made immediately to reception. I was told that a better room would be available on the top floor on Christmas day. So I had to tolerate constant noise through single glazing unit immediately above the waste bins and bottle bank. Delivery wagons regularly woke me, even during the night. Someone had tried to force the door open and damaged it so it didnât close properly, the sink was cracked. I will add pictures after I complete the review. I had to change my door pass key 5 times in 7 days, often waiting ages in the understaffed reception.. I requested a meeting with the General Manager, Iâm still waiting for an opportunity to express my disappointment and annoyance at the way I was treated. This holiday cost me almost Â£2000 for one week! I felt the reception staff were pleasant enough but not taking my complaints seriously, hence my honest review on this website. On Christmas day I packed and went to collect the new room keys, floor 5 had now been changed to floor 4 but the room wasnât ready until at least 1pm. So I wasted the whole of Christmas Day just hanging around waiting for keys, then unpacking once again! Room 421 was at least a brighter room, however there were problems ahead. I noticed an unusual burning smell from the fridge and reported it (no one came to inspect it and I just left the door open at night to avoid breathing difficulties from toxic fumes which is a serious health & safety issue) The rooms were just dated and worn out, many tiles needed replacing in the bathroom, it was shabby, the shower head was cracked and someone had attempted to fix it with sellotape, this caused the water to squirt out all over! The water was sometimes a brown color, many times only cold water and a couple of times no water. This was also reported to reception, no one came to inspect the problem! I ended up showering in a friendâs room for four days. The swimming pool beds were constantly reserved, I managed to sit around the pool only once in the week I was there. This problem needs to be addressed, I heard several complaints about it. My WI-Fi was disconnected a day early so once again I had to join the queue at reception. I was offered 3 bottles of water as compensation, no meal upgrade or offer of anything else!! I left feeling like I had been robbed of a large sum of money by Mur Hotel Group, or one of the many serious drug dealers in the vicinity. I have never noticed the severity of buying and taking hard drugs in such high numbers before in the area. No police presence in the area at night did make me feel uneasy when returning to the hotel, the area is generally run down now, and it needs some major investment. The beggars and African Illegal migrants are all over and constantly pestering tourists to buy cheap rubbish. I used to visit a couple of times a year but I would have to think very carefully before returning. I do think the hotel star rating needs to be reduced to maybe a 2 star in its present condition. The climate is wonderful and temperature was great considering it is December. Room Tip: Top floor, pool view "
- Travel date: 3rd January 2014
"A really great all round value Hotel,with above average buffet food by Spanish standards,comfortable clean rooms,pleasant public areas,and great mixture of gay and straight guests and best of all NO screaming children around the place.Only negative point is the choice of English channels on the T.V"
- Travel date: 12th November 2010
dissabled forget it
"My friends stayed at this hotel this october. I was just next door with other friends. We had a wheel chair and we where invited to go and join them for the day at the neptuno. But on inspection of the hotel, i could not find any accsess for a wheel chair. Staff at recption where not very freindly at all. It was one of my friends birthday, i bought a lovely cake for him , and they gave it to reception and asked if it could be brought to them at there evening meal. they agreed, but then lost the cake. This bit is quite ammusing. They then put the cake out for everyone on the all inclusive buffet for everyone. They did replace the cake but it was a completly different one that i had bought. It took three days to sort out this problem . But i was more angry that there was no facility for wheelchairs. But my freinds say the meals where lovley, and the drinks where not the cheap drinks you usually get with all inclusive, you did not wear a wrist band ,what ever you had you signed for giving your room number."
- Travel date: 25th October 2010
Really good hotel
"My husband and I have just had a wonderful weeek at this hotel, the standard of customer care, cleaning and food was excellent. There were choices of food that would suit everybodys taste buds. The hotel was relaxing and friendly and if you wanted the hustle and bustle the Yumbo Centre was just at the back of the hotel which provide a great night life. This hotle is also centrally located. We would recommend this hotel and are hoping to go back to this hotel next February "
- Travel date: 26th February 2010
really nice hotel
"this is a really nice hotel the rooms are very clean food was great staff are really nice helpfull and friendly (well except the breakfast waiting staff)"
- Travel date: 7th February 2010
Was ok but not great
"Good location and having the locked gate at the rear of the hotel which takes you into the Yumbo was very handy. We stayed for a week in Nov 2009. The food was average, rooms were clean and the beds were comfortable. All the staff were friendly. Smoking was allowed in the bar area which you needed to pass through to get to the dining room.By the time you get to dinner you smell like an ashtray unfortunately and your eyes are stinging from the thick fog! We didn't like the position of our room which was on the ground floor facing a wall which made the room very dark. We requested a change but because the hotel was busy they couldn't change our room until 3 days later ...there was quite a list of people requesting a room change. The positive side to our room was that it was quiet and we didn't hear any noise coming from the Yumbo centre. We only used the pool once as it was always busy so you needed to be early to get a sunbed. We would probably use the hotel again because of the location."
- Travel date: 14th January 2010
Perfect for a relaxing holiday. The hot...
"Perfect for a relaxing holiday. The hotel is immaculate and the staff friendly, in particular the Maitre D' (Maria Delpino) and the Barman (Juan). The food was excellent with plenty of choice both day and night and the pool is immaculately clean. Entertainment is average with the exception of one or two nights although the customers/staff at the bar made up for that. The room was nice and the beds extremely comfortable with the maid keeping it clean and tidy on a daily basis. Altogether a 1st class hotel that I would definitely recommend to anyone visiting Playa Del Ingles for the first time."
- Travel date: 8th October 2008
Hotel stafff very nice in particular Mar...
"Hotel stafff very nice in particular Maria Delpino (Maitre'd) and Juan (Bar) Food very good plenty of variety, Beds very comfortable. overall excellent vaule for money. Met loads of nice people who go there year after year all Nationalities. Would definly go back. Only downfall Entertainment was abit dull, but you always have the Yumbo for a great night out."
- Travel date: 30th September 2008
I have stayed at the Neptuno quite a few...
"I have stayed at the Neptuno quite a few times and have found it a very good hotel. I went this May and the staff I still find were helpful and friendly and the food was of a good standard. This year the hotel has spent some money on new laminate flooring and new televisions. The new flooring has spoilt the appearance of the room but at least the television was new. Being English it would be nice if there was a Sky News Channel. Since the recent modernization I found the prices of food and drink at the Pool Bar and also in the hotel has shot up dramatically. 5 euros for a large glass of coke which is now in English money Â£4. I didnt use the pool bar. Even the price of beers inside the hotel had shot up a lot"
- Travel date: 28th August 2008
I stayed at this Hotel for the last 4 ye...
"I stayed at this Hotel for the last 4 years and i find it a nice clean hotel. The ammeanaties are limited but it makes up with the diversaty of the guests the food is excellent and the staff very helpful i will be going back again. And the hotels location is excellent for the Yumbo centre"
- Travel date: 27th June 2008
Firstly this is not in my view a 4* hote...
"Firstly this is not in my view a 4* hotel. The food is 3* at best actually no it's 2* food. I feel ill just thinking about it. I had the upgraded room which was fine and I was happy with this. The pool is small but ok as is the bar. It's right next to the Yumbo centre and wasn't too noisy except Friday and Saturday nights when the locals made a real racket till 6am! The worst part for my group of 6 or 7 (and the rest of the guests 30's to 40's) was in our second week when a party of about 16 Irish Dideycoys or what ever you call them, let's say beyond travellers, turned up. To say their behaviour in and around the hotel was appalling is an understatement. And what did the management do? You got it nothing! They eventually threw 2 or 3 out for fighting late at night but the rest remained to scream, shout, drop drink and food everywhere. Numerous complaints were made by guests including people who were 5th time visitors. Nothing. Mr Manager of the Neptuno, you should be fired. Of course you are unlikely to encounter this group at the hotel but if you do or any like them, then they'll have free rein to ruin your holiday at this hotel."
- Travel date: 21st November 2007
"Got back yesterday from a 2 week stay at the Neptuno and were a tad concerned as amongst the largely favourable reviews there were a couple of commentators who made me frown a tad about what we were in for. Noise?? Dirty poky rooms?? Unfriendly staff?? Awful buffet?? Well we loved it. The hotel is probably deserving of a 4 star rating in all but a couple of minor details, which I shall draw on later. The Neptuno inhabits a very central location so all the local amenities are close at hand, just about anywhere in resort was within a 15 minute walk, beaches included. The hotel has 170 or so rooms and during our stay I would say it was around half full. The majority of the guests are from the European mainland so very few other Brits, which suited us fine. It is also G-ay friendly so around 2 thirds of the guests were g-ay couples, again this suited us fine, we're a "normal" married couple but like to think were open-minded. The location, although right next to the Yumbo Centre (Mecca for drag-queen lovers everywhere) there was no noise pollution caused atall and I would have to say during the daytime it was as peaceful as you could possibly imagine. The pool area has a plentiful supply of sunbeds and you have towels and mats provided in your room specifically for the sunbeds so don't bother with your beachtowels, bring those extra clothes!! There was no sign of sunbed reserving until the last day when one english couple thought it necessary, but there are so many beds it's pointless. The rooms are a little small and they are in need of a lick of paint but aside from that, great aircon and a lovely shower, plenty of cupboard space, we were happy. I would say the rooms are 3 star. The maid service (about which some complained) was faultless, best I've ever experienced. Beds and towels changed every day and they usually also tidy your stuff up, which when you are a scruff like me can be a tad embarrassing! The buffet is varied and plentiful and the same foods weren't offered twice during our two week stay, the majority of guests are Continental Europeans so it must be quite hard to cater for all, some of the concontions are odd but on the whole the food is good, you need to eat out from time to time though for a change of scene. For dinner you are allocated a table on your first night which you keep for the duration of your stay. There are two sittings to choose from and I suggest if you don't like the look of your first table, ask for another! On terms of the food I would again say it was 3 star. Breakfast was lovely, 4 stars there! The service for us was great, but I always tip well and am polite and in a country where wages are low I suspect non-tippers won't received such great service, fact of life. There is also a snack bar between about 11 and 4 and the food is wonderful. Try the spanish potato omelette or the steak sandwich, fantastic. Once or twice a week they make a paella of barbecue by the pool and it's all lovely and most meals are between about 3 and 8 Euros depending on whether you want toasted sandwhiches or fresh steaks! The only member of staff who lets the side down works here by the way. The Oriental lady who waitresses the snack bar is miserable, sullen and practically throws your plates on the table at times. I did put it on my comments card and hopefully her managers will have a word with her! There is some day and evening entertainment in the hotel but it's pretty low key and not something we go on hols for so I can't really comment on the quality of it. Playa Del Ingles has no heart as such, rather it has numerous "Commercial Centres" that are shopping by day and partying by night. The friendliest is the Yumbo, and it's pretty huge, you can see it from most of the rooms as it's right behind the hotel. The Plaza Centre by the Kasbah is where you go for serious partying but prepare to be seriously hassled!! There are many more of these and we only went to about 6 of them, we quite liked the Annexo II down on the sand dunes as you can eat with a sea view. (Hollandse Glorie, best food we had in our 2 week stay, and what a gorgeous friendly waiter) The bus service is cheap, clean and reliable. Only a couple of Euros will take you to Aqualand (brilliant) and Palmitos Park (stunning Eco experience) The busy journey alone to Palmitos is unforgettable and I thoroughly recommend it for all, take plenty of high factor lotion, it's up in the mountains. Both experiences cost about 20 Euros for adults and around 15 for children but if you go to Aqualand first you'll get 25% off Palmitos Park. (I think it's only 15% if you do it the other way around) Go to Maspolomas dunes for a wonderful experience, if you like nude bathing as we do, head for the dunes between beach huts 6 and 8 where there are plenty of others. A final word goes to the two resident cats, love ya! All in all a fabulous holiday, faultless weather, some beautiful towns to visit on the island and a great hotel."
- Travel date: 23rd April 2007
MUR Hotel Neptuno Gran Canaria is also called
- Neptuno Hotel
- neptuno hotel maspalomas
- hotel neptuno