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at the Hotel Riu Bonanza Park
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Oct 20th, 2020
We have also experienced the same issues as previous reviewers regarding the lack of acknowledgement to any correspondence from this hotel. Due to Covid19 our booking in April 2020 was cancelled by the hotel. We were offered a voucher and told a refund wasn’t possible until the hotel reopened. Since the reopening I have sent numerous emails requesting this and no-one has even had the curtesy to respond. As returning guests for the past 14 years I feel extremely let down and disappointed in the way they have handled this situation so far, and the extreme lack of customer care service is shameful! Interestingly, but not surprising, it appears that this hotel only respond to positive comments posted on TA!! TRIPADVISOR.COM USER
COVID-19 Refund Nightmare
Oct 16th, 2020
Hello there, in March/ April 2020 we booked two rooms for a family of five. Due to COVID, the hotel contacted us and asked us to cancel our existing booking. I refused this as I booked two rooms that where non-refundable and I was also willing to take the trip. However the hotel Bonanza Palace Playa & Spa then cancelled our existing booking as they where were closing down. We contacted the hotel in and throughout March/ April 2020 in order to get reimbursed. We were offered vouchers that were initially only valid for 6 months. Due to school holiday restriction and my husband’s work we wouldn’t have been able to stay within the given time frame and I asked for a full refund. After several emails as well as telephone calls from my side the hotel gave us excuses after excuses. We were told that we are on top of the list to be refunded, a couple of weeks later they were subject to a cyber attack and in the end they didn’t respond to my emails nor phone calls! Any attempt to contact someone with authority to issue refunds were fobbed off. Once we have made contact with an authorised person after 5 months of trying, we spoke with (Ms Sans, Hotel Manager) the same repeated games are being played. The last communication with here was 2 weeks ago and we were told that our situation was being handled.. but again nothing since. At first we thought we should be more lenient given the unprecedented COVID situation but we had bookings with 2 other big hotels (Iberostar Alcudia Park in Majorca) and Hilton in Munich and both hotels issued refunds immediately without question!! The unprofessional behaviour of this hotel is beyond our comprehension. Interestingly there are a number of other reviews below that tell a similar story. We warn everyone considering booking this hotel. We still hold out hope they will do the right thing and issue our refund as promised by the hotel manager. StefanieJreige TRIPADVISOR.COM USER
Oct 5th, 2020
We booked a room in April 2020. Unfortunately due to the COVID, the hotel had to close and we were constrained to cancel our booking. We contacted the hotel in March 2020 in order to launch the reimbursement procedures. We were promised to receive a reimbursement once the hotel would open (in July 2020). We completely understood that the tourism sector has been significantly affected by this crisis and accepted to wait a few months more. In September 2020 we were confirmed once again to be in the next payment group. Now one month later, we are still waiting. We are sending emails almost every day because we know that the hotel will close and if we do not receive an answer now we will never see our money again. The situation Even more difficult because they are ignoring all our emails and we cannot reach them by phone. So please pay attention before booking directly on the site of the hotel. We are still hoping to receive an answer and hope that this comment will be seen by the directors and will help us to get back our money. Thank you TRIPADVISOR.COM USER
Excellent service, incredible location
Sep 15th, 2020
This hotel enjoys a truly incredible location. The pool and massive deck are right on the water. There are two pools, crystal clear, and lots of space to relax and sunbathe. The rooms are nice, spacious, with comfortable beds and stunning sea views. Make sure you ask for a room on a higher floor. Unfortunately, due to the pandemic and within the context of the hotel's safety measures, there was no breakfast or dinner buffet. In the morning you can choose among 4-5 menus, which is ok. However... dinner was based on the same menu. We were there for a whole week, and the menu was the same. Grouper, falafel, duck, potato with bacon, rabbit and steak. Every day, for 7 days, these same choices (along with the same starters and desserts). Out of these, only the steak and grouper were good enough. It's a shame, since if you wanted to get lunch, there was an extensive menu. Which means that they could have kept it for dinner/half board as well. Food in general was very disappointing. I am sure though that in case of buffets, it would be totally different. Hotel staff were very friendly, professional and attentive, and spoke OK English. Also the restaurant staff was super, especially Pablo and Rogelio. Thank you guys for everything! When things go back to normal, I will be returning to this place. It was so relaxing, beautiful, and peaceful! Away from the massive crowds, in a prime location. TRIPADVISOR.COM USER
Aug 20th, 2020
Lovely hotel beautiful location and helpful staff nothing is too much trouble for them! We stayed 4 nights with half board our room was on the 8th floor and the view was outstanding!! highly recommended! TRIPADVISOR.COM USER
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