Salles Hotel Marina Portals

Perfect hotel. Fair price. Clean, clean, clean. Nice lobby- open, airy. Great location- an easy walk to the beach, cute town, places to eat, supermarket, bus access. Room was perfect- clean, good a/c, good size bathroom. Loved the chill vibe at the pool and the free breakfast was great. Good range of types of people- families w older kids, younger kids, couples, grandparents, girls trips, guys trips- mostly Europeans. Felt very easy as a solo traveler. Highly recommend!

I have been visiting Portals Nous/Puerto Portals for over 20 years and have stayed at Marina Portals on many occasions. Unfortunately, my most recent stay was extremely disappointing.

I travelled with my daughter, along with my sister and her family. My sister booked both of our rooms under the same reservation and specifically booked the same room type for each family.

At check-in, we were given our room numbers and keys. However, when we got to our rooms, it was immediately obvious that they were completely different. One room was much larger, with two balconies, two double beds and a cot, while the other was significantly smaller, with one balcony, one double bed and a cot.

I returned to reception to query this because, during our previous stay in April this year, we were shown the larger room and told that this was the room type we had booked. The receptionist was dismissive and insisted both rooms were the same category, offering no solution whatsoever.

I then spoke to the manager, who claimed that one of the rooms had been upgraded. I explained that I didn’t believe this, as we had been shown the larger room during our April visit as the room we had booked. My concerns were simply dismissed. The manager’s only suggestion was that he could “downgrade” the larger room to match the smaller one. This was a very strange response and certainly not a reasonable solution.

The food was average at best. The pool area is pleasant enough, but since the refurbishment, the choice of a sand-coloured pool lining makes the water appear dull rather than bright blue and inviting. A blue pool finish would have created a much more attractive look.

There were also a couple of disappointing experiences with customer service. One evening, I misplaced my daughter’s pink shoe, and the staff seemed uninterested in helping or even keeping an eye out for it. Even more frustrating, after checking out I realised I had accidentally left my daughter’s white noise machine on the bedside table. My sister was staying at the hotel for a few extra nights, so I asked her to collect it for me. However, both reception and housekeeping insisted that nothing had been found. I know for certain that I left it in the room, as it never made it home with us.

Overall, this was a very disappointing stay. After more than 20 years of returning to Marina Portals, it’s sad to say that I no longer feel it is a hotel I would choose to stay in. Standards of both customer service and the overall guest experience have noticeably declined, which is a real shame for a hotel we have enjoyed visiting for so many years.