MUR Neptuno Gran Canaria - Adults Only

La amabilidad del personal, la comodidad de las habitaciones y las instalaciones en general

Ubicación, desayuno, personal

I have been to this hotel once before and I can say I and my partner really enjoyed it, we booked with Jet2 as last time but this time, from the airport and the hotel we were not impressed. Firstly we ordered special assistance all fine the English end but nothing the other end, also we upgraded the room at the hotel but had to be told by another guest that there would be building work carried out while we were here, I think this is very unprofessional.

Staff exceptional. Food choice during the day was great. High standards

Very disappointing stay compared with our previous visits to Hotel Neptuno. We booked this hotel again because we had genuinely enjoyed it before and stayed 4 times, however this stay was nowhere near the same standard and ended up being extremely disappointing and will definitely be our last. We paid extra for an upgraded room, yet it certainly did not feel like an upgrade. The room felt tired, dated and underwhelming, especially considering the premium price charged. The beds were also extremely uncomfortable to the point that we had to contact reception to request mattress toppers just to get a decent night’s sleep. There was also ongoing construction work during our stay, which impacted the overall atmosphere and experience. This was disappointing and not what we expected from a hotel charging these prices. For the first three nights, the noise from Yumbo during Eurovision was incredibly loud and significantly impacted our ability to relax and sleep. Whilst we understand external noise is not entirely within the hotel’s control, it absolutely affected the quality of our stay. Most disappointingly, I became very unwell during the holiday with what a doctor advised was food poisoning. We only ate within the hotel during our stay, and I experienced severe stomach cramps and diarrhoea which completely ruined the final part of the trip and left me confined to the room rather than enjoying our last days of sunshine. What made matters worse was the response when concerns were raised. We often received generic responses that felt dismissive rather than genuinely helpful or caring. At one stage, the hotel manager or director maybe, asked how our stay had been as returning guests, but the interaction felt uncomfortable and impersonal. During the conversation, we were left feeling judged rather than listened to, which only added to the disappointment. As returning guests, this was particularly frustrating because we had previously enjoyed staying here and expected much better. Unfortunately, this experience fell far below expectations. Given the issues with the room, uncomfortable beds, ongoing construction work, excessive noise, poor handling of concerns, and becoming seriously unwell during the stay, we sadly would not rush back. I fully expect a generic automated response to this review, which would unfortunately feel very in keeping with the lack of personal care we experienced throughout the stay.

After 30 years in the high-end hospitality industry, I was pleasantly surprised by this exceptional establishment. The tranquil oasis it creates is well-deserved of its four-star rating. It offers a private club-like experience without any fees. The exceptional team working here is the true reason for its success. I cannot adequately praise the staff. A very special thank you to you all for making our stay so very special.

I do not write reviews at the beginning of my stay, but this amazing Hotel compelled me to do so. I have stayed here before recently and as an ex-hotelier that have worked for major brands such as Intercontinental, Conrad-Hilton, Marriott, Mandarin Oriental I have nothing but 5 star praise for the Neptuno. The staff and welcome I recieved was amazing, the cleanliness and Housekeeping is absolutely immaculate and the room is beautiful with all the little touches such as fluffy towels, gowns and slippers, welcome amenities. I look forward to my stay the next 4 days and want to congratulate the General Manager and the staff on such an exceptional Hotel. Best wishes.

From the moment I entered the hotel to the moment I left my experience far exceeded anything I could expect. All the staff were friendly and helpful throughout my stay…..Carolina on reception always smiling and extremely helpful as was Alexis ….Bellboy Nuhacet was a great character and worked so hard ….Maria and all the Catering staff worked so professionally to ensure the experience in the restaurant was amazing… food, quality and choice at breakfast and dinner were extensive and top quality… and a big shout out to Nadia who cleaned my room to such a high standard and always had a smile every morning. The pool area was always immaculately clean with plenty of sun lounges available during the day and luxurious pool towels accompanied. The poolside bar restaurant served excellent quality food and snacks. This hotel has many many returning customers because the staff really care and the quality is so high to the point where I rebooked for next year before I wrote this review so that no one would get in there before me 🤣 A Maspalomas Gem