Тур в Starfish Las Palmas (Ex. Mercure) 3*

We arrived at this starfish hotel at the 20th of February 2020 and checked in to room 4114. The wall from the bathroom was full of mold. It was horrible and very unhealthy staying in such a room. In the Night we could not sleep because of the very loud night clubs on both sides of the street next to the room.The aircondition was in a bad condition and made annoying sounds the whole time. We wanted to call the reception but the telephone was not working. The next morning, after a night without any sleep, we directly went to the reception to talk about the situation. They told us to come back at 12:30 PM. At 12:30 PM we waited another 30minutes to see another room. The next room was very small and also not the category we booked. So they showed us another room. The next room was not clean so they told us to come back in the evening to move in. That was a day full of stress, Organisation and not a day of holiday! We were so tired because of the lack of sleep and we did not have a room to stay in. We had to be outside the whole day without our clothes and things we need which we had used if we had a room. In the evening we arrived at the room and when we tried to get some sleep it was also loud from the clubs outside as the night before. We had a room full of smoking air, it was disgusting. We asked a cleaning lady for some roomspray to get rid of the cigar smell, but it did not work. It was very smelly, especially for us, who do not smoke! On the 22th of February we went to the reception again because we were told the day before we also have to speak with another lady from the public relations. We should be there at 9:30 but the lady was not there. At 10:30 she arrived. We talked with her and we were told we can get a refund as soon as we send another email to the reservation department with all the information. The Lady even gave us a signed document as a proof of the refund. As we left the hotel the same day we already wrote an email with all the information, but nobody answered. On 29th of February we wrote a second reminder email and on 4th of march we wrote a third email, but we still didn't received any answer from Starfish Hotel. We tried to call several times but after our call was forwarded many times they even hang up. We are still waiting for any response or compensation and are very disappointed about the behavior of this hotel. We can strongly advise against booking this or any starfish hotel!!! They are lying to their guests and deceive them. DO NOT BOOK THIS HOTEL!

Don't book this hotel! Absolut horrible. Lying staff and they fake reviews on google and tripadvisor! Also a lot of things somehow get lost, what is more than suspicious. so most probably the stuff is stealing their own guests valuables. hotel is very loud, not clean and the service is more than underground.

We stayed in this hotel for two nights from a deal via Tui. The hotel located at the edge of Varadero city as one of the hotels closest to the restaurants and parks. The food in hotel was quite nice, with many choices and clean. The service was good too, and you can buy wifi card with 1cuc per hour. The connection from the main hall was good. The sightseeing bus has a stop at the entrance of the hotel, which is convenient to go around the island. The back side of the restaurant is the beach directly and there are plenty of benches and umbrellas. In the main hall there were jars of cold water with fruit served.