Grand Hotel Las Dunas, Autograph Collection in Estepona

I hate to leave this review as I gave the hotel staff every opportunity to make things right … but when I told them that a hotel staff member had entered my room at 4AM startling me and ruining any further sleep, that a water aerobics class was going on for an hour in the quiet spa area AND that driving directions on ******* had been grossly incorrect, they did nothing. Very disappointing. Systems are broken which should ensure a peaceful stay at a luxury resort. Very overpriced for the experience.

I travelled to Spain on my own to join a wedding party and was excited at the thought of a few days away from my family spent with special friends. The wedding party was staying at this hotel and on arrival everything seemed magical. Beautiful views greeted me and my room which was spacious and bright was ready upon arrival. I went to meet my friends by the pool and a few minutes later we went to sit at a table just outside the swimming pool located on the grass, front line to watch the waves and take in the sea air. We ordered some soft drinks and coffees and had a chat. One of my friends got up to use the ladies so we were left just the two of us when a gust of wind caused our umbrella to lift out of the base unexpectedly. My friends daughter who was sitting with me reacted intuitively and grabbed onto the pole but the wind was so strong that it caused the umbrella to fall on my right shoulder with a bang. Everything happened so quickly and in a matter of seconds and my friend who was walking back from the toilets ran into the restaurant asking for ice whilst a couple of waiters ran over and folded the umbrella. At no point did any of the staff ask whether assistance was needed and at that point none of us knew the damage to my shoulder. I sat there for a few minutes in shock from what had just happened and feeling grateful that the umbrella hadn’t landed on my head causing concussion. We spent the next 10-15 minutes observing the colour coming back to my face. I didn’t want to join my friends for lunch as my shoulder started to swell and I just wanted to cry so I urged them to go ahead and I started walking towards the room when a waiter ran after me and asked me to settle the bill. I was in total shock by the inconsiderate attitude, as I was clutching my shoulder which had already swelled whilst holding my beach bag trying to get to my room without crying in public. I went to reception and told them what had happened, how the umbrella hadn’t been secured to the base all the while tears running down my face from the pain and the shock and requested the manager call me. Approximately 30 minutes later the F&B manager called, I ran through the incident with her and she agreed that this was not acceptable. H&S was not adhered to and the staff were rude and inconsiderate, they should have called someone to assist and ensure no treatment was required. She would call me back.. I spent the next couple of days with limited movement and a huge bruise coming through and still no call from anyone asking if I needed a Doctor or assistance (as I mentioned I travelled on my own). I kept going to the reception asking to speak with the manager but he was nowhere to be seen the entire weekend. The staff at the reception desk were absolutely clueless and had no inclination to show any empathy or care towards their guest. 10 minutes before my departure on the Monday morning the manager arrived and after having insisted that I speak to him before I check out he