Insotel Punta Prima Resort

Convenient beach location with sea views, close to shops and restaurants. Comfortable beds, spacious family-friendly rooms. Exceptionally friendly and helpful staff. Well-equipped amenities and multiple pools for children.

We have visited this hotel on various occasions as we live on the island of Menorca. In previous visits, we have had very pleasant stays. Unfortunately, this time we had a rather unpleasant experience and a very negative interaction with Josef, one of the hotel "managers." Josef would most certainly benefit from attending customer service training and should not be in the role of hotel manager. He has very poor communication skills and is rude, unsympathetic and abrupt. I should highlight the positive aspects: 1. Splash pool is great for families (water slides a great addition) 2. Food is varied and tasty (could do with being warmer at times but this is expected in a hotel if this size) 3. Staff are very friendly on the whole (bar reception/management staff) 4. Pools clean and well maintained 5. Kids club is great 6. Drinks are of a good quality (some branded drinks available.) The negative experience we had was as follows: We booked for 2 adults and 2 children. Upon previous stays, the 2 sofa beds are made into 2 beds for the children. When we arrived in our room (afternoon,) we noticed that only one sofa/bed had been made. We rang reception immediately and they assured us that someone would come to male the other bed. We got ready for dinner and the watched some of the evening entertainment. When we returned to our room, the second bed had not been made. Our children were tired. I rang reception again but nobody answered on 3 occasions. There was no surplus bedding available in the room for us to make the bed ourselves. And a 5 minute walk from reception (large resort.) We got very little sleep as our wriggly 7 year old shared the bed with us. This is where the issue became a serious problem for us. We approached reception staff and informed them of our complaint. We were told to return 3 hours later. Goodness knows why. We returned 3 hours later and again, told to return an hour later. I asked for a manager, to which I was told there wasn't one available. I was now very frustrated and losing patience. We had spent a lot of our holiday time over a simple matter that the hotel staff failed to get correct, then failed to rectify. And now failing to act on. Eventually, a man named Josef appeared with a rather arrogant and confident walk. He approached us and just stood and looked at us, after having flirted with one of the female staff. I'm english but as I live here in Menorca, understood exactly what he said, much to his surprise. When I explained the situation for now the fourth time, he simply said, we can only apologise, and stood blankly looking at us. No effort to rectify, give us something as an apology. Basically, sorry and off you go. I find this response very rude and disappointing after having visited this hotel on many occasions. Not one member of staff showed any sympathy or appeared genuine in their apology. The customer service we received was appalling.

Perfect holiday Amazing stay, peefect family holiday