SO/ Sotogrande Spa and Golf Resort Hotel Costa del Sol 5 stars

Customer review rating (ALL Rating) 4.6/5 777 reviews

SO/ Sotogrande Spa and Golf Resort Hotel Costa del Sol - Image 1
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Av. Almenara, s.n, 11310 SOTOGRANDE, Spain

Description

Hotel extras

  • All-inclusive available

  • Entertainment programs

  • Authentic and international gastronomy

  • Next to the best golf courses and Polo Club Santa María

  • Kids Club SO/Kids

Our accommodation(s)

Hotel location

SO/ Sotogrande Spa and Golf Resort Hotel Costa del Sol

Av. Almenara, s.n
11310 SOTOGRANDE
Spain

GPS:36.275219, -5.352107

Telephone
Fax +34 956 58 20 00

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets welcome
  • Shuttle
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service
Near the property
  • Car park

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.6/5  777 reviews

Customer review rating 1.5/5

Marguerite C. Families - Confirmed reviews ALL

FAO: Stephane Menou. I write to you as a regular traveller with a family, who sadly had many examples of poor customer service at your wonderful resort. Your duty manager did listen to me on my final day, but i was offered, to my surprise, zero compensation. I'll take you through the issues below: Friday 22nd May - we arrived at the resort. Family of 5 (with my mum, wife, 2 x children). We went to the clubhouse restaurant. We spent €175 on our meal. We never ask for anything to be taken off a bill, unless it's extremely poor quality. My wife ordered 'Chicken caesar escalope' and it was inedible. We eat everything else that was given, and quality was high. The chicken caesar was drowned in the sauce, and my wife couldnt eat it. My 70 year old mother asked the waiter very politely when clearing the table if we could remove the meal from the bill as she couldnt eat it. The gentleman cleared our plates. A waitress then came over to ask about the meal. We explained again. Finally, a the manager on site (for the restaurant) came over. She declared - 'we've spoken to the chef, who's confirmed there was nothing wrong with the meal.' I was totally taken aback, and explained the situation again. I had to say very clearly we weren't going to be paying for the meal. After a very awkward interaction they took it off and we moved on. Friday 22nd May - we moved into our rooms. Me and my wife had our 9 year old in our room. My mum and 13 year old daughter in the other. in our room (409) - we had an issue with ants. Very clearly they were all over my son's bed. We reported. We had people come out. they didnt solve the issue while we had dinner. He had to sleep in our bed. Saturday 23rd May - the ants remained in our room. We reported. People came over. the issue did not get resolved. He had to sleep on an alternative bed. We had to report the ants were now all over the room. Sunday 24th May - We ordered 2 x paninis to the children's pool for my wife and I at 16:30. Paid on the app. My wife had a massage booked at 17:45. Drinks arrived, no food. My wife walked to the restaurant 2 times and was told the food was coming. 'Your food is next, do not worry'. Order information passed. no food arrives.She goes to the massage. 18:00 - 90 mins after order. Waitress comes to the pool to me to explain to me the app had broken and our order was not coming. She couldnt refund me as i'd paid. Massage parlour were very kind and made my wife a smoothie as she was very hungry. Sunday 24th May - i call again in the evening as ants remain in the room. We go to our booking at Marxa at 8pm. At 9pm, during the meal - food on the table. A member of staff comes over to the table during eating, to tell us that the issue isnt resolved and we needed to move our belongings and change our keys. This ruined the evening. My wife and I had to leave the restaurant and leave items. Go to the room. Pack everything. get new keys. Move into the new room. This is now 10-10.15pm on a sunday evening. Monday 25th May. I had called twice and asked to speak with you. I spoke to the duty manager that evening, as we spent the day off the resort. My mum and wife were very unhappy so i took them off site for the entirety of the day. The duty manager was very polite and apologetic. However offered no compensation. I was very surprised. Your hotel is stunning and most of your staff are incredible. But in a space of this quality, you cannot have ants in people's rooms consistently. First time. OK. But the issue ran for 3 days before you then moved us extremely late and interupted our dinner. It was a special trip for my mum, and sadly we had too many moments that we wish to forget. I hope this feedback is of value. I work in hospitality myself, and take customer satisfaction and feedback extremely seriously.

Dear Mr C., Thank you for taking the time to share your feedback following your recent stay with us. It was a pleasure meeting you and having the opportunity to speak with you personally before your departure. I truly appreciate the openness with which you shared your experience and the time you took to explain the areas where we fell short of your expectations. As we discussed, all of your comments have been taken seriously and shared with the relevant teams. Feedback such as yours is extremely valuable, as it helps us identify opportunities to improve and ensure we continue delivering the level of service our guests expect and deserve. I was also very pleased to hear your positive remarks about the resort and many of our team members. I will make sure these comments are passed on, as they will be greatly appreciated. With regard to your observation about compensation, my understanding during our conversation was that your main objective was to make us aware of the issues you had encountered and to ensure they were addressed. For that reason, our discussion focused on listening to your concerns and reviewing the feedback you kindly provided. Thank you once again for taking the time to speak with me and for sharing your thoughts so candidly. We genuinely value your feedback and hope to have the opportunity to welcome you and your family back to SO/ Sotogrande in the future. Kind regards, Fernando Guilarte SO/ Sotogrande Spa & Golf Resort

Customer review rating 2.0/5

Jed F. Families - Confirmed reviews ALL

While we enjoyed parts of the holiday, overall it didn’t feel especially well organised or particularly family-friendly, which made the experience more challenging than expected with young children. We received mixed messages about what was and wasn’t included, which was confusing, and we experienced several issues throughout our stay. Although the food was excellent and the restaurant staff were friendly and attentive, the overall hotel experience did not meet our expectations for a 5-star hotel.

Estimado Sr. F., Agradecemos su tiempo para compartir sus comentarios sobre su reciente estancia en nuestro hotel. Lamentamos escuchar que su experiencia no fue la esperada, especialmente en lo que respecta a la atención a familias. Nos esforzamos por ofrecer un ambiente acogedor y organizado para todos nuestros huéspedes, incluidos los más jóvenes. También tomamos nota de su mención sobre la confusión respecto a los servicios incluidos, lo cual es un aspecto que revisaremos cuidadosamente. Nos alegra saber que disfrutó de la calidad de la comida y del servicio del personal del restaurante. Valoramos su retroalimentación y trabajaremos en mejorar nuestros servicios. Atentamente, Fernando Guilarte SO/ Sotogrande Spa and Golf Resort Hotel Costa del Sol

Customer review rating 4.5/5

Edward K. Families - Confirmed reviews ALL

We were thrilled in every category from the resort, restaurants, golf, driving ranges but the best part of our stay was your amazing staff.

Dear Mr. K., Thank you for your kind words regarding our staff and the various amenities you enjoyed during your stay. We are delighted to hear that our team's dedication contributed significantly to your positive experience. We look forward to welcoming you back in the future. Best regards, Sara Reina SO/ Sotogrande Spa and Golf Resort Hotel Costa del Sol

Customer review rating 4.0/5

Linda M. Friends - Confirmed reviews ALL

Only faults were the food in society and poor balcony apace

Dear Linda M., Thank you for your kind words regarding our lovely location. We appreciate your feedback and will take your comments into consideration as we strive to enhance our guests' experiences. Best regards, Sara Reina SO/ Sotogrande Spa and Golf Resort Hotel Costa del Sol

Customer review rating 5.0/5

Judith B. M. Friends - Confirmed reviews ALL

Fantastic resort. Terrific staff. Loved our time at the resort.

Estimada Judith, Agradecemos sinceramente sus palabras sobre nuestro resort y el personal. Nos complace saber que disfrutó de su estancia con nosotros y que tuvo una experiencia positiva. Esperamos poder darle la bienvenida nuevamente en el futuro. Atentamente, Fernando Guilarte SO/ Sotogrande Spa and Golf Resort Hotel Costa del Sol

Other web-users rate our hotel

  • 199 reviews 8.4/10 Location
  • 352 reviews 8.7/10 Room
  • 531 reviews 9.1/10 Service
  • 295 reviews 9/10 Amenities
  • 168 reviews 9.5/10 Vibe
  • 151 reviews 9.4/10 Wellness Area
  • 121 reviews 7.6/10 Breakfast
  • 63 reviews 7.3/10 Cleanliness

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