Occidental Puerto Banus

Someone gained access to our hotel room while we were asleep. Extremely disappointing and concerning experience at Occidental Puerto Banús Marbella. During our stay, an intoxicated individual was somehow given access to our occupied room during the night and entered using a key card. This was not a staff member, but another guest, which made the situation incredibly alarming and a major security concern. The most worrying part is that this demonstrates a complete failure in room access and guest verification procedures. For all we know, someone could have accessed or occupied the room while we were out. Imagine if it was a female being along ? Thankfully nothing more serious happened, but the potential consequences of such a mistake are obvious. The incident caused significant distress, particularly for the person staying with me who suffers from severe anxiety and has since needed time away from work due to the impact of what happened. To be fair, at reception handled the situation with professionalism and empathy when we reported it, and I cannot fault conduct. However, the overall response from management has been disappointing once emailed. I formally emailed Barceló Hotels / Occidental Puerto Banús regarding the incident nearly two weeks ago. Apart from one initial response acknowledging “human error” at reception, nothing meaningful has since been done to rectify the situation or provide an appropriate resolution. A hotel’s most basic responsibility is ensuring guests feel safe in their rooms. Unfortunately, after this experience, that trust has been completely undermined.

Excellent location, withing walking distance from stores, restaurants etc... Hotel staff friendly and willing to help.

Amazing hotel, would definitely recommend. You don't often get a hotel that offers so many amazing features and is so centrally located in the town center. Just a five-minute walk to bars, shops, the beach, and restaurants. An amazing experience all around.

Excellent hotel very clean and friendly helpful staff. Great location excellent food choices at breakfast

NO WiFi in the rooms, staff with attitude, the place and breakfast was nice but couldn’t even listen to music the tvs didn’t work it felt overpriced for what it was, there’s way better places with working amenities for less