Nobu Hotel Marbella

Very poor housekeeping service, somedays no turn down service Shampoo bottles had shower gel in them while shower gel bottles had shampoo

The property is beautiful and the area is great but I cannot recommend this hotel because of very poor customer service experience. It’s a long story but in sum, after hotel staff admitted they made several mistakes (recommending a reservation without supplying me critical information, then leaving me stranded in a parking lot for an hour at night while repeatedly promising a phone call that never came, then promising a manager would call me who never did, etc.), the manager I finally chased down had the gall to deny any responsibility for ruining my night and the night of my whole group. That’s not to mention failing to inform me of noisy construction on the small street right outside my room or the ants we found repeatedly in our room. Unfortunately, I cannot recommend this hotel given how poorly they care for their customers.

Lovely setting, but noise level in rooms is an issue and we noticed a musty smell in our room. Items such a coffee and water also not replenished daily.

A beautiful spot at the beach and reflect as it is intended the old charm of Marbella inherited from the 60s and70s, beautiful and well-maintained gardens and an excellent choice of restaurants. If you are staying at Nobu Hotel please bear in mind that the hotel hosts several night clubs, the windows are soundproof but in our case the windows on the corridor outside were not closing properly therefore we had quite some entertainment from two sides. Closing time of the clubs is at 2.30 and 4 am so better join the party. If you are traveling with a car there are not many parking spaces, but they offer valet. Cleanliness in the resort and the rooms as good, maintenance in the room was OK, however shower needed some new sealant. Service was OK but you would expect more attention to detail when choosing a hotel of that category. We stayed for 5 days and only got one large bottle of water for the coffee machine; evening turn down brings 2x 0.5l bottles. No water at the pool or beach, cold melon sticks are served at the pool (pool service at Nobu pool the lifeguard and waitress were amazing!!), if you happen to be in the room at 6.30 pm you get an aperitivo serviced which is a nice touch. Laundry service was also excellent. Restaurant recommendation: we enjoyed Lenya very much, amazing service and food, same at the Sea Grill, great views on top. Guillaume at the breakfast also adds to the service excellence. Also, a thank you to you bell staff (his name starts with M) he gave us great tips for our day tours.

Unfortunately we did not the wonderful experience that we had hoped to have at Nobu Marbella. They have an exceptional location and very friendly staff however we do not feel we were treated with the attention we deserved. We were given room 171 and it was a spacious, comfortable room but it has zero sound proofing. Every little noise nearby could be heard. After not being able to fall asleep until very late due to a banging noise above us, at 7 am following our first night, we were awaken by carts moving bottles for about 20-30 minutes. We sent a message via WhatsApp to let front desk know. They didn’t respond until 40 minutes later and even then dismissed our complaints saying there was nothing happening around our room. (See copy of texts - time stamp in EST). On our second morning, we were again woken up very early with similar clanging of bottles and then construction noises. This time we recorded the noise and sent it to front desk via WhatsApp. This time they did acknowledge there was some construction near us and it was discontinued but only after a long while. Upon check out we were finally given a slight apology and acknowledgment of the problem. Quite frankly we should have been offered a refund for the terrible disruption. Perhaps someone from management should spend a night in that room and experience the noise. In addition to this, after a long day of site seeing we returned to the room at 3 pm to find that housekeeping had yet to clean the room. We had to call for the service. That should not be the case in a five star hotel. In good faith, we sent an email to management two weeks ago to give them another chance to rectify the situation but unfortunately did not hear back.