Protur Roquetas Hotel & Spa

We chose this hotel because it is a five star hotel and believed that we would get five star service. This is not the case. Positives Great setting, on the beach Nice staff, especially those in the pool bar. Adequate rooms. Spacious Cloth table cloths and napkins An abundance of food Good beach location Negatives Hotel’s client focus is on the all inclusive clientele, mostly from the British Tour Operator TUI Not good if you book half board because it is not your desire to remain in the hotel drinking and eating all day! The room had elements that were not clean, mirror, floor lamp. There was a mini bar with soft drinks and water. We did not touch the soft drinks as we don’t drink them and the water was not replenished at all, in spite of asking and seeing a man with a trolley going to other rooms to replace ( maybe only for all inclusive?) There are two themed restaurants at the hotel. We were told we could not use them as they are exclusively for all inclusive guests. This was stated even though the leaflet we were given on arrival and the information on their website states that they can be booked by paying a supplement. The only mixers for drinks were from a tap ( no bottles). A Gin and Tonic was 6€ for non all inclusive guests, so I would expect to have proper tonic. The butter, tea and coffee in the restaurant and coffee and tea in the room were the worst I have ever had anywhere. Slabs of butter placed in the restaurant that clients dug their knives into, hardly 5start service The jam, Nutella, marmalade, butter etc were all served ‘ communally’ and not in individual packs; again, hardly 5 star. In spite of it stating that pool beds must not be reserved, by 8.30am all beds had towels in them but the are was empty. They were still that way an hour later. As for the room, the complimentary items in the bathroom were shampoo, a plastic shower cap and a packet of tissues. I have had better in a three star hotel To summarise, this hotel is in no way a five star establishment. It is suited to families and people who wish to eat and drink all day around the pool. They really need to Improve their service in many areas to deserve ‘luxury’ status. I would also suggest that they do not accept bookings from anyone other than all inclusive. We felt that we were being monitored, in case we took something for free, that we were not entitled to. The manger himself even told us, when we complained, that this is what often happens in their hotel. Parking in the almost empty hotel underground parking is 15€ a day. Excessive If you are looming for five star service, this is not the place to book.

The hotel itself is very spotless consistently. Despite it being August, the hotel felt like it was never too busy with people, could always get a sun bed, never rammed at breakfast, lunch or dinner which made for a relaxing time. Pools are brilliant, something for everyone with lazy river, spa esq pool and splash pool for kids. Restaurant had good variety but if I had to ask for one improvement maybe some more options in the kids buffet & options at the pool snack bar. Asian & Italian restaurants were a lovely addition to have a sit down meal. Asian was the best for us, beautiful food. The staff cannot do enough for you, shout out to Maria in the restaurant who was so lovely to our little girl Lola. Also thanks to Juan who said morning to us everyday and put a smile on Lola's face. Mini bar filled up everyday, drinks available everywhere self serve or at the bar. Kids entertainment in the evening was perfect and we really enjoyed the entertainment even though it's usually not our thing. Would 100% recommend for a relaxing week in the sunshine, it's no wonder we spoke to so many people who were returning guests to the hotel. Thanks for a lovely stay. Joe & Alice

Just back from a week at this hotel. Firstly I would like to mention how friendly and welcoming the staff are. They are a credit to the hotel. We had 2 visits to the Asian restaurant which was really lovely, and again lovely staff, I think the ladies name was Lola, she was so friendly and attentive. The food in the main restaurant was good, we liked the themed evenings especially the Mexican. We loved the piped music which you don’t usually get (sometimes a little too loud though) again all staff friendly, except the lady at breakfast serving the eggs. The hotel is in a lovely location with a lovely promenade that went on for miles with a lovely beach. We got a bus to the Gran Plaza shopping centre, which was only €1.35 per person each way, the bus stop is right outside the hotel to the left. A really nice shopping centre. We’re not usually pool lovers but we loved the lazy river. Many sun beds around the pool were reserved with towels at 6.10 am even though they ask not to reserve them until 8am, it was still dark and people were out reserving them. We enjoyed the sun beds on the terrace above the pool bar. The rooms were dated but clean and the fridge was stocked with soft drinks and water daily, there was no charge for the use of the safe. Our room did have a musty smell. Nice bathroom with double sinks and a good shower over the bath. The reception area was really uncomfortable to sit in because it was so hot with no air, and also the area outside the rooms were so stuffy, maybe if they didn’t want to put the air conditioning on at least leave the doors open for some fresh air and a breeze. We couldn’t wait to get back to our room for the air conditioning, as that was a great relief. I would say the hotel is great for families and the children seemed to love it and the staff were so good with them. The evening entertainment was ok, nothing special but it went on till 11.30 and if you wanted an early night there was no way you’d get to sleep until it had finished, especially if your room is around the pool area. The karaoke evening was horrendous. We had a nice week but would not return as we feel it is more suited to families.

I felt although the hotel had many good points there was alot that let it down. The pools were fantastic however dirty. You can see the algae build up around the edge of the lazy river, turning the growth black. The drains also had a black build up. The mini bar was great but the fridges didn't get cold and when I asked an engineer to attend, i found him rude. He told me its a mini bar. Also the air-conditioning was poor. Again engineer told me I was wrong and it was working but my family members room was much cooler, confirming my concerns for it not working. Air-conditioning around the hotel was appalling, using the lifts I felt unwell due to heat. The lounge area was so uncommon due to temperature. Although maids attended daily, the room was dirty. I have a 1 year old who regularly smeared food or drinks on the sheets. However, these were not changed. And regularly slept on dirty sheets. The bath was dirty and had a scum build up. The mini bar was not fully refreshed. We were only given 1 coke zero and 1 coke original after our first day. Our last day it was not even replenished. The entertainment was poor, a 7 day rolling program meant that my brother who stayed for 10 days saw the same poor shows over. There was no entertainment during the day. The shows were of poor quality apart from the magic show. The child's play area was also poor, no fencing to protect children playing. No baby swing. Making it unsafe. No cover over pools to protect babies from sun. Splash park around the back and cold. The snack bar food was great. However, felt it was poor there wasn't anything after evening meal, crisp and nuts from the bar is not an acceptable snack. Could be easily resolved with chips. My son and I have dairy and egg allergies and some mealtimes struggled to eat due to lack of choice. I felt some allergy labels were incorrect, an example stating that white rice had milk in it. Which was very concerning as I didn't know what I could trust and egg can kill my son. One night my only choice was bread, as even the potatoes had dairy. The kitchen, dining room, bar, concierge, entertainment and reception staff were impeccable, incredibly helpful. Small changes could make this a fantastic hotel. Given a 5 star rating, I feel the hotel was way below standard. 3 star plus at best, as I have stayed in 4 star which are far superior.

This is our second visit to this great hotel The Hotel is spotless , the staff just can't do enough for you, my wife has a Gluten intolerance and there is plenty of choice from the Buffett, the staff just couldn't do enough for her at meal times, we will defiantly be visiting again in the near future

Lovely week here. Staff were brilliant, hotel beautiful and rooms amazing. We stayed in the family suit which was huge! We had a few windy days which made the pools feel cooler but they were still nice for a quick dip! Food was good, lots of choice and the pool snack bar was brilliant! Premium brands of spirits available got just have to ask! Asian restaurant was really good too, make sure you book the 2 al a cartes asap to get booked in! Kid splash park was really good too, our 4 year old loved it!! Oh and ice creams on tap! Overall a really good week and would defo recommend for families / couples!