Nelva Resorts & Hotels

Unfortunately, our experience at Nelva Resort was far from what we expected. We stayed from 10th–13th September in a group of seven. On our first night, our apartment became filled with smoke at around 10pm. The smoke was throughout the apartment and there was a very strong smell. I have asthma so I was very concerned about my safety and it was not possible for me to stay in that room without risking an asthma attack. We were told by staff that it was apparently cooking from downstairs due to an extraction problem. We weren’t offered another room and had to move everyone into our other apartment. This meant potentially sleeping on the floor until a mattress was eventually provided. We were told we’d be moved the next day, but reception didn’t seem to know about it when we returned. The apartment was smoky again on the second evening but not to the same extent. We did not report this as we felt uncomfortable talking to the staff. The cleanliness was also disappointing. We found yellow staining on some of the spare bedding and a dirty towel. Our apartment wasn’t cleaned during our three-night stay, bins weren’t emptied and we weren’t given fresh towels or bedding. On our final day we were given access to a shower room before leaving (begrudgingly), although we were initially told that clean towels weren’t normally provided. They offered to ‘do us a favour’ and give us towels. There was also no Wi-Fi throughout the resort. The pool area was clean and the location was convenient, but unfortunately the standard of housekeeping and accommodation management really let the stay down.

Me and 6 of my friends stayed at Nelva resort from 10th - 13th September. The pool area is clean and the rooms are what you pay for. We were split across two apartments, kindly placed next to each other. The location is a short walk (up hill though) to the beach and some lovely restaurants. Area is quieter which is lovely for a chilled get away and we recommend cova d’en xori. Unfortunately, on our first night we returned around 10pm to an apartment filled with smoke and a foul smell. When we went to talk to a staff member we were brushed off and told it was simply cooking from downstairs. A member of our party has asthma and the bedrooms, living area, and bathroom were filled with smoke. The staff member was not helpful and said it is a faulty extraction, and to open the windows. We were not provided with anywhere else to sleep and decided if they were not to help we would sleep in our friends apartment. They did not seem to care this meant we slept on the floor. After much discussion, the staff member agreed to bring a mattress into the other room so there were enough beds for us. When we were making the sofa bed up we noticed yellow stains on some of the spare duvets / covers and one of the towels we had was dirty too. We felt brushed off by the hotel and in the morning when asking about a new apartment (we were promised this the night before) reception had no clue what we were talking about. We had a long text conversation (attached in images) and the hotel were not going to do anything to compensate for us not having somewhere to sleep the night. We were disappointed by this. The second night the room was smokey but not to the extent of the night before. By this point, we were not comfortable to talk to staff and we felt unsafe to do so incase of causing upset and to be treated even poorer than we had been so we made do between the two rooms alone. Upon reflection, we were horrified that no smoke alarms were sounded throughout the ordeal. I wish we had taken videos to show the extent of the smoke but it was very thick and should have triggered a smoke alarm. Additionally, throughout our stay our rooms were not cleaned nor our bins emptied. They moved the mattress back into its original apartment however that was all we saw of cleaners (no fresh bed sheets or towels). There was no wifi throughout the entire resort and it was impossible to find someone in reception, it is always closed and they are ‘at the restaurant’. On our last day the reception gave us a key for a shower room and said ‘we don’t usually give clean towels but I will do a favour just for you’. We appreciated the ‘favour’ but we would’ve expected clean towels? To summarise: Dirty linens No wifi No cleaners in sight Would recommend staying elsewhere Not a manager in sight Felt uncomfortable talking to staff Rude staff. The day time reception lady was nice and apologetic, the evening lady we spoke to was rude and did not seem to care. Possibly no smoke alarms (very unsafe), would like to know if these are working. Calan porter itself is quiet, some nice restaurants and the cave is recommended. Weather in September is 26/27 degrees. Would be a lovely couples or family long weekend stay, but would not suggest Nelva Resort. I have attached the text messages from the hotel however I will admit after a while I did give up and was just very deflated from the situation. We seemed to have been told on the evening faulty extraction, then just told they were cooking and by not opening doors or windows it was normal for smoke to fill the apartment upstairs. Which, to me, doesn't seem right. Also further raising concerns on how smokey their apartment must’ve been and again why didn't their smoke alarms go off?

We have just spent a week at Nelva Resort with our family, including a baby, and unfortunately the standard of the hotel was nowhere near what we expected for the price we paid. The pools were dirty every day, which was particularly disappointing when the pools are such a big part of the resort. We also experienced a power cut that lasted almost a full day, leaving us without air conditioning and, as far as we could see, with no backup generator. With young children and extremely warm weather, this made the situation very difficult. We arrived around 11pm–12am at night and there was absolutely nowhere open to buy even a bottle of water. There was also nothing provided in our room. We had a baby who needed formula and, because we had no access to water, we were unable to prepare her bottles. We genuinely felt that having even two bottles of water in the room would have been a basic and reasonable expectation, particularly for guests arriving late at night. Housekeeping was another major issue. No cleaners came to our room for the entire week, other than offering us fresh towels. For a hotel of this price, we expected the room to be properly serviced during our stay. We were also given a room that required us to go up and down steps every time we left the room. Travelling with a baby and a buggy, this was extremely inconvenient, as we had to carry the buggy up and down the steps every single time. I do want to mention that the receptionist we dealt with was lovely and very helpful, and she kindly allowed us a late checkout, which was greatly appreciated and made our final day much easier. The food we had from the bar was also very nice. Unfortunately, despite these positives, we found the overall experience very disappointing. The hotel was extremely expensive for the standard and service provided, and there were too many basic issues throughout our stay. We expected much more from a resort at this price point, especially when travelling as a family with a young baby. I hope management takes this feedback seriously, as there is definitely a lot of room for improvement.

Great location, spacious well equipped room, warm friendly staff gave a lovely welcome. On site restaurant had a good choice and good value menu. Would definitely stay again.

The surroundings are pleasant, well maintained and staff friendly and accommodating. Unfortunately we feel the apartments are very tired. Grubby around the edges, not very well equipped, no hooks for hanging, equipment not working fully, noise transference and the bathrooms do smell of drains that filtrate into the if door left open. We did raise the concern and were moved, the apartment was slightly better but still lots of improvements to be made. A real shame as beautiful location and nothing that a TLC could fix