Three times at the Fives
This was our third visit to the Fives over the space of 4-years. We’ve always loved this place, especially the people.
There were some changes this year, some positive changes and some less positive sadly.
The main issue during our stay from 8-22 May was the restaurant situation. Due to occupancy, the hotel has closed 2 restaurants & merged the Thai with the Sushi and also merged the French with the Mexican. So, that’s 2 restaurants closed then on top of this, flavours buffet was also closed. Only opening for breakfast.
This led to the 3 restaurants, Thai, Braserie & Arezzo being really busy. That in itself was not our issue. The issue was the fact that we needed to queue for over 30 mins to register our name & request a table. Then we were given a buzzer or advised we would receive a message when there was a table available. We then waited over 2-hours for Arezzo & 1 hour for the Brasserie & Thai.
Again, this is not our issue. The issue is the fact there were always, in every situation, free tables in every restaurant, especially tables for 2. Each time I would ask about the available tables to be advised they were reserved.
Now, if a table is reserved & the diners don’t arrive within 15-20 mins, why are they continuing to hold these for over an hour? This is an appalling policy & one which left us feeling really dissatisfied.
The fives are literally scoring an own goal by turning families away when they have tables available. I must add, when we returned to 2 of the restaurants after our wait, we were shown to the tables which were empty when we first put our names down. I raised this with the overall restaurant manager who quite frankly seemed disinterested.
Breakfast was great at the Brasserie each day & there was a huge choice for lunch. This hotel has it nailed for lunch options & availability, we ate at all restaurants, BBQ & Pizza places & could always get a seat in the shade if we needed it.
Our faith was restored by the amazing staff who are customer facing every day. The service offered by waiters, bar tenders, cleaners, gardeners & the beach ambassadors was fantastic. These are the people who make this place what it is, these are the people who go the extra mile to make your experience more pleasurable & enjoyable. Without them, there would have been a serious complaint made. They are a real credit to this hotel but the owners/managers need to take note.
In addition, this year there have been lots of amazing activities at the spa. We done a number of the free activities including the sound bath, temazcal, macrame, couples massage and meditation. The entertainment is also much improved.
We want to highlight some specific staff who have been fantastic during our stay.
Marcos at the spa who facilitated a number of workshops we attended. He was so calm & patient & ensured we left relaxed.
Omar, Beach Ambassador - what a genuinely wonderful guy. He listened to our problems & tried to support with solutions as well as being honest with us about an excursion we wanted to book. Saving us money in the process. Always made time for the guests & offered a fantastic service.
Alejandro - Bar Tender in the gin bar. He remembered the ingredients to a bespoke cocktail he made us 2-years ago. Impressive! Great service & cocktails & never without a smile on his face.
Then we have Rocio who was one of our Pool Waiters at the infinity pool. Again, she was the friendliest, kindest person with the biggest infectious smile. She always took care of us and has such a beautiful soul.
Lastly but by no means least was Pablo who was our waiter on the beach. Both Pablo & Rocio have worked here on our previous visits & hold a special place in our hearts. Pablo works his socks off yet always made time for us & ensured we were taken good care of. He is such a special guy & will go out of his way to make your holiday special & memorable.
In my opinion, this is not a 5* hotel, it is not perfect, there are flaws & issues. However, as indicated earlier, the staff really do make this place, the grounds are beautiful as is the weather. If they can sort out the mess with the restaurants & bookings I’m sure we’ll return.
