Grand Plaza Hotel & Wellness in Andorra La Vella

We chose this hotel specifically for a short family getaway because the spa and pool facilities looked perfect to enjoy together as a family. After a long journey, we arrived excited to relax and spend some time at the pool with our two daughters, who are only 3 years old.

To our complete shock, when we reached the pool area — already dressed in our swimsuits and with our daughters in their little bathing suits — we were abruptly told that children were not allowed in the pool. At no point during the booking process, nor on the hotel’s website, was it clearly stated that children might be allowed in the hotel but forbidden from using the pool.

The situation was honestly heartbreaking. Our daughters were standing there in their swimsuits, excited to swim, and ended up crying when they were turned away right at the entrance of the pool. What made it even worse was the complete lack of flexibility or empathy from the staff. Despite explaining that we had travelled a long way and that this was the main reason we booked the hotel, they refused to make even the smallest exception — not even allowing us to enjoy the pool for a single hour.

For a hotel that promotes relaxation and hospitality, the way this situation was handled was extremely disappointing and frankly unacceptable. A simple gesture of understanding could have avoided ruining what was supposed to be a special family moment.

We felt frustrated, misled, and very disappointed.