"Everything met my expectations from the moment we checked in. The Junior Suite was spacious, clean and maintained. We had an amazing holiday. Unfortunately, the experience changed the day before our departure. I went to reception to ask if we could extend our checkout time by just one hour, from 12pm to 1pm. To my surprise, I was told there would be a €30 charge for the extra hour. I have been visiting Ibiza for the past 14 years and have stayed in many hotels across the island. I have never been charged for a one-hour late checkout. On previous occasions, when I have requested to stay until 3pm or 5pm, I have happily paid the additional fee, as that is expected.
I explained that we had stayed at the hotel for 10 nights and felt that charging €30 for one extra hour was excessive. The manager’s response was that they could allow us to stay until 12.30pm free of charge, but if we wanted to remain until 1pm, the €30 fee would still apply. Charging €30 for an additional 30 minutes made the situation feel even more unreasonable.
I was also told that every guest is treated the same, which I appreciate in principle. However, having worked in the hospitality industry myself, I know that managers have discretion to make exceptions when appropriate. After a 10night stay, I believe a small gesture of goodwill would have been justified. To be clear, this is not about the €30 itself, I can certainly afford it. It is about the principle. Total lack of recognition."