Beautiful Campsite Let Down by Poor Customer Service

16 August 2026 at 07:08:17
We recently stayed at this campsite and came away with very mixed feelings. The most frustrating part is that the campsite itself is genuinely excellent. The pools, beaches, bars, entertainment and facilities are fantastic, and we enjoyed a wonderful family holiday. Had it not been for the customer service... issues we experienced before and during our stay, we would almost certainly have returned in the future.
Our first problem was with the booking process and the MySpace option. We paid extra for MySpace because we wanted our family bookings to be located close together. However, I had to send numerous emails simply to confirm whether the service had been applied correctly. Despite telephone calls and repeated assurances, we were continually told that it had not been added to one of the bookings.
When pitch allocations were finally confirmed, we discovered that our pitches were at completely opposite ends of a very steep hill. This entirely defeated the purpose of paying extra to be near each other. In reality, we paid for a service that did not deliver what we had requested. After asking for MySpace to be removed, I was then asked again upon arrival to pay the MySpace fee. This left the impression that there were significant issues with both the booking system and communication between staff.
I fully understand that we booked relatively late and were requesting neighbouring pitches during a busy period. However, it would have been far better to tell us from the outset that this was not possible rather than charging us for a service that ultimately achieved nothing. I genuinely do not understand how pitches C42 and F41 could be considered "close together".
Unfortunately, the arrival experience was even more disappointing. After a very long journey, we spent around 50 minutes standing in the heat waiting to check in. The process appeared to take 10 to 15 minutes per guest, creating an extremely slow-moving queue. There was a water dispenser visible in reception marked "staff only", which felt particularly unwelcoming after such a long journey.
Much of the information explained during check-in could easily have been sent in a welcome email beforehand, which would have significantly improved the arrival experience.
Sadly, the problems continued throughout our stay. We experienced some of the poorest customer service we have encountered in more than ten years of camping across Europe. This was particularly surprising because we have always found staff in Spain to be friendly, welcoming and helpful.
We frequently felt unwelcome in the campsite's bars and restaurants. On several occasions we were told to sit down and wait for table service, only for nobody to come and serve us. Reserved signs were sometimes placed on tables just as we approached them, often without any explanation. As a family group, we often prefer to order and pay for drinks individually, something most establishments happily accommodate, but this frequently seemed to frustrate staff.
What frustrated us most was feeling ignored. There were numerous occasions where we stood waiting at the bar while staff simply looked at us without acknowledging us. If someone had simply said, "I'll be with you shortly," we would have been more than happy to wait. Instead, we were often left wondering whether we would be served at all.
We were repeatedly left with the impression that British guests were not viewed particularly favourably. We are experienced campers who travel extensively throughout Europe, respect local customs and make every effort to communicate in the local language whenever possible. Despite this, we often felt more like an inconvenience than valued customers.
That said, not every member of staff provided poor service. In particular, Michael at the GoGo Pool Bar and Daniel were outstanding throughout our stay. They were friendly, welcoming, approachable and helpful, exactly the sort of service people hope for when on holiday. They are a genuine credit to the campsite and stood out because our interactions with them were so positive.
Unfortunately, they were the exception rather than the rule. Elsewhere, many staff appeared uninterested in helping, frequently seemed unhappy, and occasionally came across as openly rude. Too often we felt ignored or made to feel as though we were bothering staff simply by asking for service.
What makes this so disappointing is that the campsite itself is excellent. We loved the facilities and genuinely enjoyed our holiday. This is not a complaint about the site itself, but about the level of customer service we received from the moment we booked until the day we left.
If the customer service had matched the quality of the facilities, we would undoubtedly have returned and recommended the campsite to family and friends. Instead, the booking confusion, MySpace issues, poor pitch allocation, being asked to pay twice for services already paid for, the unacceptable check-in process and the consistently poor customer service have left us feeling unable to justify a return visit.
It is a real shame because this is fundamentally a great campsite being let down by poor customer service.
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