Caprici Beach Hotel & Spa — Hotel in Santa Susanna

A Disappointing Experience: Not Worth the 4-Star Rating - AVOID!!!!

I recently stayed at Caprici Beach Hotel from July 29 to August 4, 2025, and I feel compelled to share my experience to warn potential guests.

From the outset, my expectations for a four-star hotel were not met. Although my initial impression of the sea-view rooms (210 and 208) was positive, that quickly changed after a night filled with severe insect bites in room 208. The lack of urgency and concern from the reception staff when I reported this issue was alarming. Despite an inspection that found no bedbugs, we felt unsafe and uncomfortable in our room.

Instead of a suitable resolution, we were moved to room 124, which overlooked the parking lot and rubbish bins—far from the luxurious experience promised. The manager's response was both abrupt and rude, offering only the choice between an inferior room or leaving without a refund. This is unacceptable for any hotel, especially one boasting a four-star rating.

From room 214, we could see mattresses left outside, indicating that bedbugs may indeed be an issue. Even an employee admitted to having encountered bedbugs at the hotel before.

To add insult to injury, the receptionist had the audacity to claim that our room was considered a sea view. If we bent over the balcony, we could just about see the sea, but this is hardly what one expects from a "sea-view" room.

The problems in room 124 were numerous, including: Squeaky beds that disrupted sleep. Mold on the ceiling. A loose toilet, broken toilet roll holder. Noisy surroundings due to proximity to the elevator, bins, kitchen and recycling of glass bottles. Early morning disturbances from staff. A malfunctioning TV that remained unrepaired. General uncleanliness.

Despite being in a great location, if you choose the half-board option, be aware that the restaurant does not overlook the pool or beach; it is in the basement with no windows, resembling a canteen. The staff working there were lovely, but if you have dietary restrictions, there are no options. The meals are repetitive, lack variety, and the quality of food was average (we are pescatarians, so we cannot comment on the meat meals).

For over €3,000, I expected a comfortable and high-standard stay. Unfortunately, this was not the case. Additionally, the outdoor facilities were poorly managed, with no enforcement of pool rules, leading to an unpleasant atmosphere.

I have made a formal complaint to the hotel, both on paper and by email, but have not received a reply. I witnessed many other customers expressing their dissatisfaction at the reception, only to be met with the same rude treatment. The staff’s claim that “we have never had any complaints before” is simply untrue.

I wish I had read the reviews thoroughly before booking, as I now see numerous negative experiences from other guests.

In summary, unless you're willing to risk a disappointing experience, I strongly recommend seeking...

First off I wouldn't say it's a 4 star hotel, 3 at best. Be warned that if you get a coach you have to walk 5 minutes from Hotel Mercury to your hotel, on arrival you are greeted by an unpleasant stench of sewerage nearby, not a problem in the hotel itself. It's a good few minutes before any shop or restaurant so at night it's perfect as there is no noise. We were charged €13.86 on arrival but absolutely no idea what for. On top of that you pay €20 If you want a safe for a week, not good for a 4 star hotel, no kettle and amenities to make tea in the room either. We had a fridge which was good at least. The hotel itself is clean as was our room, except when we took a shower to find the drain was blocked, this was remedied the next day. We had fresh towels everyday and our bed was changed once which was fine but cleaning from the housekeepers was not of a 4 star hotel standard. The same hair that was on the hairdryer on arrival was still there as we departed. The hotel is in a very good location as it is right on the seafront and the hotel pool is of a decent size but there is one big problem, it is a free for all meaning anyone not a guest of the hotel can use the pool, there is no gate and it is completely open all day, we had seen many people in the pool all day never to be seen again, if people knew of the flaws in the system anyone outside the hotel could essentially go and eat breakfast for free as they only check tickets for lunch and dinner. The food isn't anything spectacular though and sorry to say it is the worst I've had, mostly cold or of poor quality and nothing to cater British people but not really an issue as it's mostly none English staying there. One of the beds in our room made an awful noise which sounded like paper being scrunched, it was almost impossible to get a sun lounger with shade as people would put there towels on and dissapear for the day. The balcony in our room was a joke. We stayed in 249 and our balcony was on the corner with 2 others hunched together with no privacy at all. Very possible for someone next to you to rob you if you was to leave the door open and went out for the day. The air con is a must as it can get very damp, my phone wouldn't charge as it said moisture was in the port which has never happened before, even after that it was almost impossible to dry our towels. The hotel caters to family's more than couples or pensioners. The adults pool is full of kids and at one point the kids pool had nobody in so I sat in it for a good while to relax but soon kids came there also so not always possible to relax in the pool. So in all a very poor hotel overall with some very glaring issues, receptionists were fine but didn't even ask how our stay was so I assume they knew we wasn't going to be there again, but they would be right in thinking that as we won't...

Cons: Poor hotel management overall during a teens international football tournament when the hotel was full. Don't plan on sleeping during the night, very noisy environment with loud music in rooms above or next to us even well past midnight and after notifying hotel management several times. When there was quiet enough in the early morning hours, we could hear every slight creaking sound of next-door neighbours moving in their beds or from the room on top of ours. This occurred five nights out of five.

On three times out of five the water was not warm enough to wash up with for up to six hours e.g. 4pm-10pm with the hotel only offering an explanation that its at full occupancy.

Be sure to check, take photos and report any damages inside and outside of the room as hotel management will make sure to pass on costs of any damages they find on the last night of your stay. Friends travelling with us were charged for damages to the outside part of the room such as external light fixtures or furnishings that they did not cause. For e.g. during our stay we witnessed teens throwing things from balcony areas to the pool area and vice versa.

During our stay 1st to 6th April 2024 even though the room ventilation could be switched on, temperature control was not available as the weather was perfect with temperatures of 10-12C at night!

Expect to receive prank calls on your room phone until you disconnect it!

The all-inclusive price for lunch and dinner includes only water as a drink. Any other drinks are offered as an addon against further payment.

Leaving the hotel was not an option for us since everything was prepaid through an intermediary.

Pros: Restaurant staff were friendly, welcoming and patient even when attending close to the end time for meals as we were travelling according to a fixed itinerary.

High level of cleanliness in rooms.

Great seaside views and a...