Ratings based on 638 Verified Reviews

4.0 out of 5
84% of guests recommend
4.3 Room cleanliness
4.2 Service & staff
4.1 Room comfort
3.8 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from Middx

Very central Just off the beaton track

Posted Dec 13, 2017
Pros: Central to most things
Cons: Nothing
Location: Very Central to all the fecilities that were my requirments
Very Pleasant stay mice people to do business with
Comment from Hotel Management
Dec 15, 2017 by Lorraine, Hotel Management
Dear Robert, Thank you for the positive feedback. Hopefully we will welcome you again soon. Have a lovely Christmas, Lorraine Reynolds, Reservations Manager
3 out of 5
by A verified traveler from devon

Hotel in back streets

Posted Nov 20, 2017
Under refurbishment. But even new rooms are not finished. Big problem to open your door. Shower screen leaks, water running all the time in the toilet Our room was changed, but we were not happy. Wouldn’t stay there again
Comment from Hotel Management
Nov 24, 2017 by mary kinch , Hotel Management
Dear Sue, Thank you for taking the time to post your review. Your feedback is very important to us and we really do appreciate it and it helps us improve our product and service. With kind regards, Mary Kinch
1 out of 5
by A verified traveler from UK

Terrible - avoid at all costs

Posted Oct 30, 2017
Pros: The location which was central.
Cons: Complete the renovation before booking guests in.
Location: The Rock and Ocean Village.
We arrived having booked a 4 star hotel for a 3 night stay to find, to our horror, a hotel under going a 5 million pound refurbishment which we knew nothing about! Hotel covered in scaffolding, no pool bar, pool restaurant or pool toilets, pool covered in keep out signs and a large crane looming over head, although the actual swimming pool was serviceable.The room was very tired and dated and no hot water across the entire hotel for 28 hours. You do not book a 4 star hotel not to be able to take a warm shower. The maid forgot to clean our room on the second day. room keys didn't work and hotel entertainment cancelled at the last minute! The only good thing was the hotel breakfast but that was crammed into a tiny room in the bar on the ground floor as the restaurant was closed for refurb.
Comment from Hotel Management
Nov 3, 2017 by Mary Kinch , Hotel Management
Dear Jayne, Thank you for sharing your feedback from your stay with us. Yes we are undergoing a refurbishment and you would have been made aware of it from Expedia. I do apologise for the issue with the hot water, we did have a burst pipe which we repaired quickly. We had the hot water back within 4 hours. We look forward to the opportunity of welcoming you back when we have our refurbishment complete. With kind regards, Mary Kinch
4 out of 5
Recommended
for Everyone
by A verified traveler from UK

Another great visit

Posted Oct 24, 2017
Returning for get another short break on the Rock where else would I stay but O’Callaghan Elliott. Despite undergoing major refurbishment the hotel is maintained to a high standard. The reception staff are always on top of their game and 5his trip was no exception. Our room, one of the newly appointed rooms was of a very high standard. Disappointed not to be eating in the roof top restaurant this trip as it was being renovated our breakfast was served in the ground floor bar area. Again of a high standard apart from the final day when there was a twenty minute wait for eggs, several prompts for coffee and all served by a rather surly young lady! I stress that this was an isolated experience because other than this everyone has provided an exceptional level of service, especay Juan, a trainee, who worked tirelessly in both the bar and restaurant. Would I go back? Absolutely wouldn’t stay anywhere else.
Comment from Hotel Management
Nov 3, 2017 by mary kinch, Hotel Management
Dear Rod, Thank you for taking the time to post your review. I am delighted you enjoyed your stay with us. Yes our new rooms are great and we are very happy with the standard. I do apologise for the waiting time on your eggs and coffee. I will pass on your comments to Juan. thank you for staying with us and we look forward to welcoming you back soon. With kind regards, Mary Kinch
5 out of 5
Recommended
for Everyone
by A verified traveler from London

Great hotel

Posted Oct 23, 2017
Great hotel even though it's going through major refurbishment heard no noise whatsoever would be happy to stay here again my girlfriend loved it
Comment from Hotel Management
Nov 2, 2017 by mary kinch , Hotel Management
Dear Mark, Thank you for your feedback and I am delighted you enjoyed your stay with us. Thank you for staying with us and we look forward to welcoming you back very soon. With kind regards, Mary Kinch
5 out of 5
Recommended
for Everyone
by A verified traveler from Chicago

Convenient to all areas

Posted Oct 21, 2017
Pros: The cleanliness and comfort.
Cons: Still some construction but did not interfere with our comfort and will be completed in the near future.
Location: Good location. Close to the rock and cable car, shopping areas.
. They were most helpful in answering our emails with questions about activities and car rentals. Our room was lovely. We were very pleased with our stay.
Comment from Hotel Management
Nov 2, 2017 by mary kinch , Hotel Management
Dear Sharyn, Thank you for sharing your feedback on your stay with us. I am delighted you enjoyed your stay. Thank you for your support during our refurbishment. We look forward to welcoming you back very soon. With kind regards, Mary Kinch
4 out of 5
Recommended
for Everyone
by A verified traveler from london

Nice hotel when finished good hotel

Posted Oct 15, 2017
Although undergoing renovation a really pleasant hotel, friendly staff and nice decor which when finished will only improve the hotel
Comment from Hotel Management
Oct 19, 2017 by mary kinch, Hotel Management
Dear Alan, Thank you for taking the time to post your review. I am delighted you had a good stay with us. We look forward to welcoming you back soon. With kind regards, Mary Kinch
3 out of 5
Recommended
for Everyone
by A verified traveler from uk

overpriced for what it offers

Posted Oct 9, 2017
Pros: location, room was clean, stuff very friendly
Cons: too expensive, swimming pool is tiny
Location: close to everything
The staff was very friendly, the room was good, but a bit dated and extremely expensive for what it offers. The hotel is in process of renovation, and there was a lot of noise from building works, they did not mention that at the time of booking and did not offer any compensation at all. The swimming pool was nice, but tiny for such a big hotel and also looks like construction site in process of renovation, but can be used. In general the prices on the Spanish side are much cheaper and it is easy to cross in the evening and just sleep there.
Comment from Hotel Management
Oct 10, 2017 by mary kinch , Hotel Management
Dear Alla, Thank you for taking the time to post your review. I do apologise for the inconvenience of our refurbishment during your stay with us. We look forward to welcoming you back again soon. With kind regards, Mary Kinch
2 out of 5
by A verified traveler from UK

An overrated hotel not worthy of 4 stars.

Posted Oct 6, 2017
Pros: Central location.
Cons: Disappointing breakfast, could easily be improved if properly monitored. Poor management.
Location: Nice location in shopping area, relatively quiet when not being upgraded.
A bad experience in this overrated hotel. Centrally located, Well overdue, the present upgrading will bring it back to 4 stars for the building. Be very careful of the food which again was disappointing, staff in denial of any form of problems within this hotel. Overall not worth the money.
Comment from Hotel Management
Oct 6, 2017 by mary kinch , Hotel Management
Dear Royal on Expedia, Thank you for your feedback, which we always appreciate and it helps us provide a better service to our customers. We look forward to welcoming you back again, once we have completed our refurbishment. With kind regards, Mary Kinch
2 out of 5
by A verified traveler from Guildford

Very good position

Posted Oct 1, 2017
Entire hotel is covered in scaffolding with builders walking around all day, till at least 7pm. No net curtains, so when in room black out curtains have to be drawn constantly. Rooftop pool is a building site, with a oool, two or three white plastic chairs and loungers around, did not want to stay there for long. Water murky, prob from builders dust blowing in. That photo nowhere near the reality.
Comment from Hotel Management
Oct 3, 2017 by mary kinch , Hotel Management
Dear Kim, Thank you for your feedback. I do apologise for the inconvenience of our refurbishment during your stay. We have opened the pool area for guests to swim and sun bathe. We have purchased very good quality sunbeds and small tables and we certainly have no white plastic chairs. I do hope we have the opportunity of welcoming you back when we have our refurbishment complete. With kind regards, Mary Kinch