Hotel Encinar De Sotogrande

The service in this hotel is genuinely exceptional. Our car broke down in the hotel car park, resulting in missed flights, roadside assistance, etc. The General Manager Conrad and receptionist were extraordinary in this situation, taking over communication with the rental company, organising the mechanic and showing kind hospitality whilst solving the problem. Would 100% recommend due to this experience alone, but the rooms, breakfast pool area in particular warrant staying at this hotel as well. Also, the reception and bar staff are wonderful.

Unfortunately, our two-week stay at Hotel Encinar de Sotogrande was disappointing, starting from the moment we arrived. When we approached reception, we immediately felt uncomfortable. The way the front desk staff greeted us and looked our family up and down made us feel as though we didn’t belong there. The receptionist asked for our passport and booking details, which was completely fine. She then told us our booking was for two people and there would be an additional charge for our two children. Again, we had no issue with paying the additional charge if that was the hotel’s policy. It was the rude and abrupt way it was communicated that bothered us. We had arrived before the 3pm check-in time and were told we couldn’t access our room until then, which we completely understood. During the conversation, however, staff repeatedly spoke amongst themselves in Spanish directly in front of us. Of course we understand we are in Spain and staff naturally speak Spanish, but when you are discussing a guest’s booking in front of them in a language they cannot understand, it can make the guest feel extremely uncomfortable. What made this more noticeable was an English couple checking in next to us. The staff seemed much warmer towards them and went out of their way to apologise when their computer was running slowly. The contrast in treatment was difficult to ignore. I don’t like immediately assuming that people are racist, and I cannot know the staff’s intentions, but I can describe how we were made to feel. We felt judged and unwelcome, and the noticeably different treatment of another family/couple beside us made that feeling worse. We actually would have preferred to move hotels after our arrival, but because our booking was prepaid, we were told we couldn’t get a refund. It felt incredibly frustrating: if we’re being made to feel as though we don’t belong here, why make us stay? Instead, we were left facing two weeks in a hotel where we already felt uncomfortable. I’m genuinely not writing this review simply to be negative. There were members of staff, particularly the housekeeping team and the lifeguard, whom we found lovely and helpful. However, there are several areas where I think this hotel seriously needs to improve – particularly customer service, communication, maintenance, safety and attention to basic room standards. The hotel is advertised as four-star, but based on our experience, I personally feel the overall standard was closer to three-star. Had I known beforehand that this would be the standard of the accommodation and service, I would have chosen somewhere else. It wasn’t one isolated incident that resulted in this review. It was the combination of the uncomfortable welcome, the noticeably different customer service we observed, the condition of the room, lack of basic restocking, low water pressure, the pool safety issue that resulted in our daughter cutting her toe, and finally having to challenge minibar charges for things we hadn’t consumed. We came to Sotogrande as a family wanting to enjoy a relaxing two-week holiday. Sadly, the way we were treated on arrival made us feel unwelcome from day one, and several experiences throughout our stay reinforced that first impression.

Lovely hotel , pool area bar.and staff .Unfortunately receptionist needs another job as customer service isn’t for her . Unhelpful verging on spitefulness. Arrived early 12ish due to flight , advised room not ready which we anticipated but told to come back at 1.30. Returned and still not ready . This continued every 30mins until official checkin time . She said she couldn’t get hold of housekeeping but it was obvious she don’t even try and appeared pleased with here self when she checked other guests in before official time .

Lovely place to relax. Nice garden and poll area. Gym could be better. A drive away from Sotogrande Port but ample taxi service if you dont have a car. Well equipped rooms with balconies or large terraces. Poolside bar and interior restaurant. Parking not an issue. A few minutes drive from Castellar Zoo. Well appointed with a modern airy feel. Pet friendly.