Santana Hotel

We were redirected to this hotel from the Mayflower Hotel due to a fire emergency. We understood that our options would be limited given the circumstances, and therefore made a very reasonable request to simply change rooms due to the strong smell of mould and damp and the poor hygiene conditions within the room we were allocated.

Despite this, the supervisor, Dmitri Shitko, refused to provide us with another room and insisted that there was nothing wrong with the room, despite the clear and overwhelming stench of mould and damp. We were not requesting an upgrade or anything beyond what we had already been given; we simply wanted a room of a similar standard that was clean and did not have an unacceptable smell.

When we questioned the reason for refusing to change our room, he could not provide a clear explanation. Instead, after we explained our concerns, he simply laughed in our faces. His complete lack of empathy, professionalism and willingness to accommodate a reasonable customer request was appalling and highly inappropriate.

We were then made to wait approximately 45 minutes while they carried out an “inspection”, wasting a significant amount of our time, only for our concerns to continue to be dismissed.

Given that this was already an emergency relocation, the hotel should have made a reasonable effort to accommodate us with a suitable room. The way this situation was handled was unacceptable, particularly the dismissive and disrespectful behaviour from the supervisor

​Overall Rating: 2 / 5 ​Location: 4 / 5 ​Cleanliness: 10 / 10 ​Service / Staff: 10 / 10 ​Value: 2 / 5 ​ ​We recently stayed at Hotel Santana as a family group across two rooms on a Half Board Plus package. ​First, I want to give tremendous credit to the hotel staff and housekeepers.

The cleanliness is a 10/10 throughout the building—our rooms were kept spotless, and the housekeeping team works incredibly hard under difficult circumstances. The staff are also a 10/10—friendly, hardworking, and trying their best to manage issues outside their control.

​Unfortunately, despite the staff's best efforts, severe ongoing hotel infrastructure issues ruined a significant portion of our stay. ​During our trip, the hotel suffered two separate total water outages, which also affected the air conditioning during hot weather. Having no running water meant no working toilets, no handwashing, and no showers across the property. While the hotel eventually brought in a water bowser to keep the restaurant kitchen running for Half Board meals, having zero water or cooling in our bedrooms for extended periods was unacceptable—especially with two young children.

Communication during these outages was non-existent, with no text updates or explanatory signs posted for guests.

​To top it off, at 7:00 AM one morning, our room was woken up by contractors hammering and stripping plaster off the corridor walls right outside our door. While the Duty Manager was helpful and came up immediately to take photos and inspect the issue, heavy structural building work should never be carried out in guest corridors during early morning resting hours.

​The hard-working staff and spotless cleanliness (10/10 for both) are a credit to the hotel.

However, until management permanently resolves their plumbing infrastructure and stops disruptive early-morning construction, it is impossible to recommend staying here.

I've been coming here for years recent renovations are good to a point as their not complete. Roof top pools and cafeteria really good. Reception and bar area excellent. Raman a Waiter in the bar is a joy to interact with and is an asset to the Hotel which should be appreciated as he's only been there a month so we'll done to him hope he's recognised .Also but not least soya can be included in the above. Francis Webber