Hotel Costa Calero Thalasso & Spa

We have recently returned from a 7 night stay at Hotel Costa Calero Thalasso & Spa and had a wonderful stay. We arrived late due to some issues with our flight, even during the night we were made to feel very welcome. When booking we chose to upgrade to AI prestige, we were not sure at the time if this would be worth the extra money but we definitely thought it was and thoroughly enjoyed the experience. I would say however we were not provided with any information by the hotel on arrival what perks were included. We found the prestige lounge ourselves and would recommend visiting this, really enjoyed being able to serve ourselves drinks in a more secluded lounge. We were not made aware of the separate area in the restaurant, where a table service was offered for drinks so only enjoyed this on the last couple of days. Our hotel room was lovely (and huge) - we had booked a junior suite, very clean and comfortable and the mini bar was very enjoyable. The pool area was vast, clean and well kept. Lovely swimming pools, lots of available sun beds in various locations. Entertainment on every evening, not always to our taste but good to have the choice to stay in and watch it. The only downsides would be the lunch - this is not served in the main restaurant (which I can totally understand as it is lovely and having people in wet swimwear would not be great!) but in an outdoor restaurant which didn't offer a great deal of choice and when things had run out they were not always replaced. It was also not very clear where you could get snacks in between mealtimes. The location of the hotel is in a quiet resort, the marina is at the bottom of the hill, there are a few bars and restaurants which are nice to visit for a change as long as you can walk back up the hill afterwards. There is a large supermarket opposite the hotel but not much else. We walked into Playa Del Carmen during the day, which was about a 40 minute walk but didn't cost much in a taxi back so that is worth visiting. I definitely hope to visit this hotel again, thoroughly enjoyed this holiday and can see why people are frequent visitors.

One evening during dinner, a male guest asked "do you mind if I sit here?". As he was elderly, I said yes out of respect. He immediately made me feel uncomfortable and was over-familiar. He commented that I was not wearing a wedding ring, asked my views on lesbians and told me to Google a provocative dancer. I did not engage. I picked up my phone to text my children hoping he would leave. He continued. I left the table to get ice-cream I didn't want, to alert another female guest that I was not with him and to please look out for me. I left the dining area to go to the toilet and the male followed me and waited outside. I wanted to return to my room and lock the door but felt too vulnerable to walk alone in case he followed me. I went to the busy piano bar where I recognised two female guests. I was walking fast with him behind me and tried to make eye contact with the ladies for help. Thankfully they asked me to join their table, but the male sat with us. When he went to the bar, I explained the situation. The ladies kindly said I could stay with them and they would walk me to my room. The male stated his name was Ernie and that he was 72 years old. He made very inappropriate remarks including: "she is older than my daughter" and "I want her to make an old man very happy tonight". He leaned across the table demanding I look into his eyes and make eye contact. At the end of the night, as I was near the Prestige Lounge near my room, I said goodbye to the female guests. The male then grabbed me in a tight bear hug and said "you need to be satisfied by a man, come back to my room". Although elderly, he was very strong and I was very frightened. I could feel his genitals pressing against me. The female guests had to pull him off. The next morning I went to reception to log a formal report and asked for the police. I was told to come back after 1pm. When I returned, I was told the manager was busy. Guest Relations said she would speak to her manager and get back to me. No one did. Later that day the same male appeared in front of me and stood staring at me. I reported this again and nothing was done. I asked for the police on several occasions. I was told I had to phone myself, despite the language barrier as I do not speak Spanish and staff could not speak English. I was told it was not a hotel matter but a complaint to raise with TUI. I clearly stated this was not a service complaint, it was an assault and a police matter. Staff were hostile, sniggering and talking amongst themselves. I was invited to a privilege meal and asked in advance that this male not be present. When I arrived he was seated at the dining table. I was told staff would keep an eye on me and check on me. Not one member of staff did. He then came to a table to sit another couple across from me. I was left feeling victimised, unvalued. I asked this is logged as a report of sexual assault, not a general holiday complaint. I repeatedly requested That you preserve and review all CCTV from the dining room, piano bar, Prestige Lounge and corridors on the night, to be told they couldn’t check. I requested an-explanation of why no police were called, why no safeguarding action was taken, staff became hostile with me and very rude, not one member of staff asked if I was ok or checked on it welfare.

Quiet location, with a supermarket over the road and just a 10 minute walk downhill to the marina. Lovely views of the mountains behind. The hotel is very clean, spacious and stylish with plenty of indoor lounge areas and more than adequate number of sunloungers around the three pools and garden. Excellent theatre with a varied programme of evening entertainment, which is of a high standard, and a good bar service. Rooms are spacious, comfortable and nicely furnished. Reception staff are polite, friendly and attentive. Main restaurant is beautifully laid out, bright and stylish. Food is of an excellent quality with fantastic choice of dishes at breakfast and dinner, whilst the dining room staff are willing to serve, efficient and attentive. Lunchtime restaurant offers a modest, but adequate, selection of dishes and afternoon snacks. The main pool bar could do with more staff serving, and the bar in the garden has limited drinks on offer and needs to be open in the mornings. There would be a good case for further bar facilities and toilets by the seawater pool. The piano bar serves great cocktails and has fantastic views from the terrace, especially at sunset. The Spa is very good indeed and well worth a visit, with or without treatments.

Back to my granddaughter's favourite hotel. I have been to the Calero numerous times and, although there have been changes, I dtill had a great experience. One of the changes is that the Prestige toiletries are no longer Calrins and i was surprised to find that the replacements were even better! I love the peace and quiet in the area and the atmosphere in the hotel. Like most hotels the buffet is not perfect but I have never left the restaurant hungry. I prefer the main restaurant as I find the lunch venue very canteen like but it's holidays and the sun is shinibng. No problems pr gripes about any of it. Lovely sselection of wines although some of the younger staff do not understand your requests, they will learn. I would not hesitate to return as the relaxation it affords suits me and my 19 year old granddaughter.

I have just come back from 4 days here, I did overall enjoy the hotel however the rooms need updating as they are looking a little tired. The hotel itself is nice and the pools are lovely, the food is o but could be better. I would say if you are coming here for any longer than a few days there is not much to do, the Marina is a few minutes walk from the hotel but there is only a strip of half a dozen restaurants and bars and a couple of shops. For a 4 star hotel I would expect to have a kettle in the room as a minimum and they didn't have that. The other issue is the staff, most of them were very helpful and nice however a couple of the bar staff (males) were very rude and dismissive. I have seen a number of reviews saying this and can confirm I had the same experience. Overall a decent stay but for me I wouldn't go back.