Sol Y Mar Sharks Bay

[...] The room looked nice, but my bed had make up stains on the duvet, above the mini bar fridge, the glass shelves had not been dusted. The bathroom was missing glasses. The room safe would not work at all. The hotel does not even have a iron and ironing board. The food in the restaurant doesn't have any flavour. The beds were comfy though. I do not recommend this hotel, pay for a higher price and get better service. If you are used to bad service and sheets with makeup stains, then go with this hotel.

First I would like to say that the hotel itself is very nice, the pool was awesome and the rooms were clean and only about a 10 minute drive to Naama Bay. My complaint is no matter how nice a hotel is, what is a hotel without good customer service which was not provided during this short stay. On arrival to the hotel, the reception staff was unable to locate our reservation. After waiting over an hour with no updates, we finally are told the reason as to why they cannot book us in which is they cannot find our reservation. The hotel manager at the time who was nice enough to let us know there were rooms available as long as we were willing to pay a higher second fee for the rooms. Since we had already paid for the rooms we did not see this as a solution. We were offered the choice of making a long distance call to the website which we had made our reservation for a very high fee which was our last resort. After waiting in the lobby for another 2 hours while we waited for a fax and phonecall and no updates, our concerned manager was busy having coffee and not concerned about his irate guests in the lobby area. Once the information was received we were able to get our rooms. By this time we were exhausted and just ready for bed, the manager gave us a free dinner of which the food was very bland tasting. He also gave us an all inclusive bracelet which was not needed since the only thing we needed was access to our rooms sooner. Our package consisted of bed and breakfast and that was all that was used since we were gone from the hotel most of the day for excursions we had booked. On departure from the hotel, once again we were held up with no information because the manager said that they had not received payment which had nothing to do with us. We told him that we had to leave due to we had to catch a flight. I was not pleased at all with the way that we were treated in this situation and as we stood at the desk on check out two more guests came to the desk to complain..never mind we are still waiting for the iron we requested that never came. Once again the hotel was very clean and if you dont care anything about customer service this would be the place to be. Thanks to the assitance of the great staff, this would be a hotel that I would not recommend to family or friends and would never return to again.