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Lourdesdaisy
Ascot, United Kingdom

First class customer service

5.0 of 5 bubblesReviewed Apr 17, 2024via mobile
What a great surprise. A friend recommended this hotel and we are so glad they did. We were not entirely sure what to expect but when the very friendly team checked us in and gave us a glass of Cava we knew we would have a great time.

Every member of the team was excellent . Always available to help or just offering a friendly hello. Breakfast was exceptional, delicious large choice of food and waiters remembered our coffee choice each morning without a prompt.

The views from our bedroom were lovely and we really enjoyed the long walks along the beach. Highly recommended and we will certainly be staying again.
Date of stay: April 2024
Trip type: Traveled as a couple
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Gerardo Canivell, Guest Services / Front Office at Kempinski Hotel Bahia, responded to this review
Responded Apr 18, 2024
Dear Lourdesdaisy,

Thank you for your recent visit to our hotel, for your comments and for taking the time to share them on Tripadvisor. It is a real pleasure to read that you enjoyed your time with us. I would like to thank you for mentioning our lavish breakfast and our culinary offer but in particular for your kind words when it comes from our dedicated staff, this is always a great motivation for all of us. Please rest assured that I will share your comments with the entire team. In addition, your unlimited recommendation score is highly appreciated.

We will be delighted to have the opportunity of welcoming you back to our property soon, until then, best regards from "Costa del Sol".

Gerardo Canivell
Front Office Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (1,448)
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Reviewed April 4, 2024

Wonderful location, friendly staff. We enjoyed a wonderful week there. Although it was raining a lot during our week the staff did their best to make our stay as memorable as possible. Everybody was always friendly, helpful and welcoming.

Date of stay: April 2024
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank M1676QWstephaniek
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Gerardo Canivell, Guest Services / Front Office at Kempinski Hotel Bahia, responded to this reviewResponded April 10, 2024

Dear Stephanie,

Thank you for your recent visit to our hotel, for your comments and for taking the time to share them on Tripadvisor.
It is a real pleasure to read that you enjoyed your time with us. I would like to thank you in particular for your kind words when it comes from our dedicated staff, this is always a great motivation for all of us. Please rest assured that I will share your comments with the entire team. In addition, your unlimited recommendation score is highly appreciated.

We will be delighted to have the opportunity of welcoming you back to our property soon, until then, best regards from "Costa del Sol".

Gerardo Canivell
Front Office Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 29, 2024

I would like to take a moment to say a HUGE thank you for the kind efforts of Bianca and her whole team to look after my family and I last week on the occasion of my parents 60th Wedding Anniversary
The best moments in hospitality occur when something wonderful happens and you and your teams created something that we will remember forever. This was a long planned long weekend away for an event that we will not see again and from the moment we arrived we were treated like royalty and the whole team made us feel very special and seemed to be aware of our special anniversary
The rooms with balconies and sea views were very special, the special Anniversary Dinner we had in your fine dining restaurant was very special and the recommendations that you made for us to eat in Estepona were perfect!
Bianca you are a star! Thank you so much
Jake

Room tip: Get a sea view room
Date of stay: March 2024
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank jakehongkong
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Gerardo Canivell, Guest Services / Front Office at Kempinski Hotel Bahia, responded to this reviewResponded March 30, 2024

Dear Jakehongkong,

We are on receipt of your comments and we only can say a big thank you for your recent stay at our hotel, for your wonderful comments, for choosing us for such an important occasion and for taking the time to share them in Tripadvisor.

It is a real pleasure to read through your feedback and to learn that you and your family have enjoyed your vacation here in Estepona. I must give you a special thank you for your kind words regarding our dedicated staff, and for your recognition of Bianca, this is always a great motivation for the entire team, please rest assured that I will share it with her. Your unlimited recommendation score is highly appreciated.

We will be delighted to have the opportunity of welcoming you back to Estepona in the near future, until then, best regards from "Costa del Sol".

Gerardo Canivell
Front Office Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 26, 2024 via mobile

We chose the hotel for its heated indoor and outdoor pools which worked well in February (although the indoor spa pool seemed to mainly be for children in the daytime).
Really comfortable beds, blackout curtains, water bottles in room replenished every day and luxurious bathrooms as you’d expect at this price. The extra single bed was adult sized. Breakfast was excellent especially if you ask for cafe latte etc which they will go away and make. The staff throughout the hotel were helpful and friendly. There are plenty of lovely places to sit and relax and pizzas at the bar were good. It was easy to get an Uber into Estepona, hotel bike rental sadly worked out too expensive for a family. The only big negative was that we paid for a side sea view and asked for a balcony with some sun but were given a dark room with a balcony which barely fitted two people and had lots of road noise so very unpleasant to sit on. If you want a quiet balcony I’d ask for one overlooking the pool. It’s a shame they put people on these dark rooms with the road noise, at the side of the hotel when the hotel is clearly at such low occupancy and they have much nicer situated rooms. I believe this is a missed opportunity to entice people to revisit in low season.

Room tip: Don’t book it for the beach - it’s grey sand and shingle.
Date of stay: February 2024
Trip type: Traveled with family
Thank lovetravel15
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Gerardo Canivell, Guest Services / Front Office at Kempinski Hotel Bahia, responded to this reviewResponded March 26, 2024

Dear Lovetravel15,

We are on receipt of your comments and I would like to thank you for your recent stay at our hotel, for your comments and for taking the time to share them in Tripadvisor.

It is a real pleasure to read through your feedback and to learn that you have enjoyed your vacation here in Estepona. I must give you a special thank you for your kind words regarding our dedicated staff, this is always a great motivation for the entire team, this makes us feel very proud but also for the rest of your comments about the hotel facilities. Your recommendation score is highly appreciated.

However I must notice your comments when it comes from the room assigned, I regret to learn that you found the terrace small and dark. It is true that during our low season we try to upgrade many of our guests but unfortunately is not always possible. Please rest assured that I will try my best to upgrade you during your next stay or at least to allocate you in a quiet room with the nicest views possible.

We will be delighted to have the opportunity of welcoming you back to Estepona in the near future, until then, best regards from "Costa del Sol".

Gerardo Canivell
Front Office Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 18, 2024 via mobile

Business first, customer second approach to customer service and quite proud of it. Hardly a luxury five star approach to customer service. Hotel at less than 40% occupancy with room not booked and quibble over later check out. If it was busy that would be understood. Stayed at the Amara in Cyprus last year with exact issue with late flight and check out, they let us check out at 7pm!! Their hotel was busier and they market themselves as luxury and in the 5 star category. Note my previous review appreciating their exceptional, above and beyond service. That was luxury, this is not.
It's not bad but not great either although much seems to be made of the kempinski brand.
Nice beach views and gardens, rooms a bit dated. Mini bar fridge door currently broken. Rooms are so hot at night because only heating is available, no air con!! It's 23 degrees during the day. Service quite slow at Balthazar restaurant but really good at Black Rose. On the positives breakfast is good too.

Room tip: Book the grand Mediterranean rooms if possible. Views in the side sea views are quite obstructed.
Date of stay: March 2024
Trip type: Traveled as a couple
Thank NatDunlop
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Belen Arenas, Guest Services / Front Office at Kempinski Hotel Bahia, responded to this reviewResponded March 19, 2024

Dear NatDunlop,

Thank you for sharing your feedback with us. I regret that your perception of our service fell short of your expectations. Providing exceptional customer service is one of our core strengths, and we take great pride in it. As evidenced by the numerous positive reviews we receive regarding our personalized service, it is our utmost priority to ensure that every guest feels valued and well taken care of.
I understand your desire to spend the entire day in your room, and I apologize for any confusion regarding the late check-out policy.

While we strive to accommodate our guests' requests to the best of our ability, extended occupancy beyond certaintime may incur an additional fee. This policy is in place to ensure fairness to all our guests and to manage the availability of our highly sought-after rooms.

Upon reviewing our records, it appears that you did indeed receive a late check-out, allowing you to stay in the room beyond the standard departure time without any extra charche.

We would like to thank you for theconstuctive feedback regarding service in Baltazar, and thank you for bringing to our attention that minibar fridge was not in perfect conditions.

Best regards
Belén Arenas
Director of Rooms

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Reviewed October 26, 2023 via mobile

A fantastic hotel. Amazing location, great views and the gardens and pools are well maintained.
The staff were so helpful and friendly. A special shout out to Lisa and all the staff who gave us a sunny welcome to breakfast every morning.
Tip: hire bikes from the hotel 25€ each and cycle along the flat cycle path beside the sea into Estapona.
Well worth it!!

Date of stay: October 2023
Trip type: Traveled with family
Thank Sightsee643290
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Gerardo Canivell, Guest Services / Front Office at Kempinski Hotel Bahia, responded to this reviewResponded October 27, 2023

Dear Guest,

We are on receipt of your comments and we only can say a big thank you for your recent stay at our hotel, for your wonderful comments and for taking the time to share them in Tripadvisor. It is a real pleasure to read through your feedback and to learn that you have enjoyed your vacation here in Estepona. I must give you a special thank you for your kind words regarding our dedicated staff, and for your special mention of Lisa at breakfast service, this is always a great motivation for the entire team, please rest assured that I will share it with her. Your unlimited recommendation score is highly appreciated.

We will be delighted to have the opportunity of welcoming you back to Estepona in the near future, until then, best regards from "Costa del Sol".

Gerardo Canivell
Front Office Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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