Las Dunas Grand Luxury Hotel — Hotel in Estepona

I travelled to Spain on my own to join a wedding party and was excited at the thought of a few days away from my family spent with special friends. The wedding party was staying at this hotel and on arrival everything seemed magical. Beautiful views greeted me and my room which was spacious and bright was ready upon arrival. ||I went to meet my friends by the pool and a few minutes later we went to sit at a table just outside the swimming pool located on the grass, front line to watch the waves and take in the sea air. We ordered some soft drinks and coffees and had a chat. One of my friends got up to use the ladies so we were left just the two of us when a gust of wind caused our umbrella to lift out of the base unexpectedly. My friends daughter who was sitting with me reacted intuitively and grabbed onto the pole but the wind was so strong that it caused the umbrella to fall on my right shoulder with a bang. Everything happened so quickly and in a matter of seconds and my friend who was walking back from the toilets ran into the restaurant asking for ice whilst a couple of waiters ran over and folded the umbrella. At no point did any of the staff ask whether assistance was needed and at that point none of us knew the damage to my shoulder. I sat there for a few minutes in shock from what had just happened and feeling grateful that the umbrella hadn’t landed on my head causing concussion. We spent the next 10-15 minutes observing the colour coming back to my face. I didn’t want to join my friends for lunch as my shoulder started to swell and I just wanted to cry so I urged them to go ahead and I started walking towards the room when a waiter ran after me and asked me to settle the bill. I was in total shock by the inconsiderate attitude, as I was clutching my shoulder which had already swelled whilst holding my beach bag trying to get to my room without crying in public. I went to reception and told them what had happened, how the umbrella hadn’t been secured to the base all the while tears running down my face from the pain and the shock and requested the manager call me. Approximately 30 minutes later the F&B manager called, I ran through the incident with her and she agreed that this was not acceptable. H&S was not adhered to and the staff were rude and inconsiderate, they should have called someone to assist and ensure no treatment was required. She would call me back..||I spent the next couple of days with limited movement and a huge bruise coming through and still no call from anyone asking if I needed a Doctor or assistance (as I mentioned I travelled on my own). I kept going to the reception asking to speak with the manager but he was nowhere to be seen the entire weekend. The staff at the reception desk were absolutely clueless and had no inclination to show any empathy or care towards their guest. 10 minutes before my departure on the Monday morning the manager arrived and after having insisted that I speak to him before I check out he finally appeared and escorted me to a side room to have a chat. John “understood” and would investigate the incident. Of course he agreed that there should have been steps taken by his staff to ensure guest safety and there is protocol when accidents happen but in this case no one took any notice not only of the negligence of not securing the jumbo umbrellas on the beach but also the safety and care of their guests. John assured me that I would hear from him by email with his findings and compensation (I had already paid the bill) and they had credited the drinks which we had when the incident took place. ||A week went by and I didn’t hear from anyone so my husband sent an email to the manager. A few more days went by and we hadn’t had a response so we managed to get his mobile number and my husband sent him a message. A few days later a response came offering me a discount on my next stay and a free massage. I responded but am yet to hear back 2 weeks later. I am absolutely disgusted with the treatment a 5* rated hotel has shown me and am not surprised by the attitude of the waiters having now experienced the attitude of the General Manager John Kearney. They say you lead by example and this is absolutely spot on in this case. The example of the manager is of disregard and dismissal, exactly the same as what I experienced that day on the beach. A bunch of rude men. I have photos to show the bruise that has yet to fade. Go there at your own risk and don’t expect any 5 star treatment. The only 5* are the ones...

An intrepid staff let down by absent management.

Stunning well maintained property. Elegant, large comfortable room. Delicious breakfast overlooking the sea.

Why only 3 stars for this so called 5 star hotel? Several issues starting with a call to the front desk for ice which took a reminder after a 40 minute wait to get the ice finally delivered-with a 5€ charge. A charge for ice you ask? No, the ice is free but the delivery fee is 5€.

We weren’t told when we asked room service for ice that there was a delivery fee.

In addition there is an indoor spa pool that has various jets and should have been heated. But the two times we visited keen to experience it we found it unattended, tepid and no jets. In fact, we never saw any staff in the spa at all. Inquiring at the front desk about how to take advantage of the spa pool we were told on both days we attempted to use it that the staff member was busy giving a treatment and could not operate the spa pool. Thus we were unable to take advantage of this feature for our entire stay.

Both above situations are unacceptable in a hotel of this level. When we asked to speak to management we were told there would be no manager on site, nor could we speak to one but that our concerns would be passed along. We never heard anything from management.

We were told the hotel closes for the winter Sept 30, two weeks after our stay. My hunch is the hotel had fewer guests and was running on skeleton staff and the excellent staff they have were spread thin having to take multiple responsibilities and therefore the guests received inferior quality of service.

Sadly we checked out a day early as our excitement to stay here was left flat. Definitely...

let's start with what went well: the garden direct on the sea is beautiful and the lunch at the terrace was great. junior suites are large, decoration is burlesque and very blingbling (we didn't like it but you may).||||now the potential for improvement: communication is very poor, nobody to help you or show you the way, some works upon arrival at the reception, no bell boys to take your luggage, park your car. at reception untrained/unskilled staff. no individual bath products and when we called for them, we were given some old stuff which had thorn packaging (in times of covid... excuse me?) when we called reception we had to call several times before we found someone to answers the phone, pool hours from 10 to 18h and no towels nor cushions for sunbeds outside this timeslot... too bad if your activities withheld you for swimming during this time... the second service (nightservice) is not done, ||||in case your locking for the spa, don't follow the signs, in the process of moving the spa, they forgot the move the signs... and no reception at the spa either (and the spa is worth 5 star either, no drinks, no relaxing area, no music, no good therapist,...)||we really got the impression that the hotel has cash flow problems and they save everywere they can, this was not denied when we complained to the hotel manager... it may be that there was a change in management lately but do yourself a favor, book a real 5 star...