Hotel Ona Don Juan

Our room was nice,the bed was comfy,everything was clean and we have no complaints as for that. The food is nice there are various options to eat every day. The only thing is that every lunch and dinner are almost the same,same food and everything. But that wasn’t even a problem. The biggest problem was that there were screaming teenagers everywhere. The first night we got there they slammed our door at 4am and woke us up. Every other night they were screaming,singing and running up and down the stairs. You can’t even enjoy your stay because of them. While we were at lunch one of them came and took the whole tray of dessert and took it over to his table. I guess it’s normal to not just get how much you need. The pool was really dirty they are throwing balls around and jumping in all the time. All in all the hotel is nice but you can’t enjoy it and everything that it has because of teenagers around. I’m not against them having fun but there should be some rules and boundaries. The trash was also all over the stairs. I just think the hotel should separate the family rooms and people who came for the holiday away from kids on field trips etc.

I visited Ona Don Juan with my child and sister. The place is ideal for families and has a fun, relaxed atmosphere, but the customer service was disappointing. Staff were not very friendly or helpful, possibly due to how large the hotel is. There was no drinking water provided in the rooms, and towels weren’t changed during our stay. It has potential, but the service needs improvement.

We arrived late a night, exhausted from the journey. Inititally the individual working said he could not find our reservation. A few minutes later he miraculously found it. He then accused us of not having paid for our room. When we showed our receipt/proof of payment, he said it was insufficient proof. After much arguing, he said he would only let us stay the night if we gave him our IDs or Passports, where he continued to insist we didn't pay. He said there was no manager available at the time. We begrudgingly handed over our IDs, as we were desperage to sleep and had no where else to go. Our IDs were held overnight as leverage for a service we had already paid for. The next morning, when we went back to reception to attempt to resolve the issue, the receptionist was barely apologetic as she said, "He just didn't know how to read the system properly." She did not give us our IDs back until we asked for them. This is unacceptable and frankly inappropriate. Outside of terrible customer service, the state and ambiance of the hotel was appalling. All night long, people were screaming in the hallway, and in the pool. People were also banging on doors next to our room at 3 AM every night. There was no way to contact the reception as there was no phone in our room! There were dead bugs stuck to our ceiling. The bathroom door was water damaged and would not stay closed. The shower was full of mold. The TV and air conditioning barely worked. The bed was the worst bed I have ever slept in. The elevators are extremly slow. The bed sheets/linen and towels were often stained or had holes in them! There wars no queues or organisation to breakfast, wjere there was very little variety day-to-day. I found used gum stuck to the bottom of my plate. More than once I saw children picking up the buffet food with their bare hands, and no one did anything to stop it. I think it is false advertising to day that this hotel is 4 stars. The management does not care, the workers do not care. Do yourself a favour and find somewhere else nearby to stay in.