Occidental Puerto Banus

Staff were lovely! Hotel was very clean and great location I will certainly be coming back. I would recommend anyone stay here

This was our first holiday with our five-month-old baby, and unfortunately, what should have been a special family memory turned into a complete nightmare. We flew from Amsterdam to Málaga with KLM and had rented a car. Our luggage was delayed, and KLM informed us that it would be delivered to our hotel. What we discovered later was absolutely unbelievable: **our luggage had actually been delivered to the hotel on September 1st. A member of the hotel staff had signed for it, and our luggage was sitting behind the service desk with our room number clearly indicated.** Throughout our stay, we went to the service desk **every single day** to ask whether our luggage had arrived. Every single time, we were told: “No.” Only on September 3rd, when we went to Málaga Airport to collect our delayed stroller, were we informed that our luggage had already been at the hotel **since September 1st**. So our luggage had been sitting behind the hotel reception for days, while we repeatedly asked about it and were repeatedly given incorrect information. The consequences were significant. Our luggage contained our swimming clothes, our baby's special swimming float, diapers, clothes, toiletries and, most importantly, parts of my breast pump. Because I did not have the necessary parts, I was unable to pump properly. The stress and disruption also had a serious impact on my milk supply. We did not get to swim **even once** during our holiday. We could not properly go to the beach with our baby because essential baby items were locked away behind the service desk. Instead of enjoying our first holiday together as a family, I spent a large part of our holiday in the hotel room trying to deal with this situation. It was incredibly stressful and completely ruined what was supposed to be a very special trip. What made the situation even worse was the hotel's response. As an apology, the hotel offered us a dinner and said they would cover €140 in parking costs. However, the parking had already been paid for, and a dinner does not compensate for losing several days of a holiday. I asked whether the hotel could at least allow us to stay a few additional days so that we could actually enjoy the holiday we had planned. This was refused. Instead, we were offered a discount for a **future stay**. A future stay? Our daughter is five months old. This was **her first holiday**, something that only happens once in her life. We didn't even get the opportunity to take her to the beach or swimming pool because the baby items we needed were sitting behind the hotel desk the entire time. This was not simply a case of delayed luggage. Mistakes can happen. The unacceptable part was that **our luggage was already at the hotel, we asked about it every day, and nobody bothered to check properly.** And afterwards, the seriousness of this mistake was simply not acknowledged. I find the hotel's handling of this situation extremely disappointing. The lack of empathy and the unwillingness to provide meaningful compensation were shocking. **I strongly recommend avoiding this hotel.** A mistake can happen anywhere, but the way a hotel responds to such a serious mistake says everything about how much it values its guests. For us, this hotel has completely ruined what should have been a once-in-a-lifetime memory: our baby's first holiday. ——-

The staff were very friendly, informative, and always willing to help. After I had checked out of the hotel, I realized that I had left a pair of Air Pods in my room. When I contacted the hotel, they were able to locate them in the lost property department. I am hopeful that I will be reunited with my Air Pods later this week. Thank you for the excellent customer service.

Service is impeccable, immaculate, very competitive price, could not ask for better location on main square directly behind Port, extremely large aircon comfortable rooms with balcony and fridge/kettle/toiletries. Peaceful even though in the heart of everything. Staff helpful and efficient/very accommodating. Booked our next visit before checking out speaks volumes.

At the most perfect location you find this Occidental hotel. Nice and large rooms, perfect breakfast, good restaurant and helpful people. The reception with Antonio and Marina make sure you have a perfect stay!