"Unfortunately I experienced food poisoning from the main buffet restaurant on our second night. As much as the hotel was fine, pool was nice, most of the staff were lovely and accommodating, it is just not at all 4* standard, even without the food poisoning unfortunately.
We informed the reception staff of what happened, they wouldn’t take any responsibility whatsoever and said it was impossible. The lady on reception tried to then blame it on my celiac disease, which either way you look at it, the food was contaminated by the hotel, because I only ate things that were labelled gluten free and I hadn’t eaten anything other than the hotel food. I’m also very strict on eating any gluten and also know the difference between eating gluten and having food poisoning, it was very clear it was the latter.
I told them I wasn’t comfortable eating in the restaurant again, the servers in the main restaurant then tried to accommodate us and convince us to eat in there. I asked for plain pasta as I couldn’t eat much else at the stage, but gave me over boiled, horrendous tasting gf pasta swimming in water. After being ill this wasn’t ideal.
They also walked me through everything that was gf, but then said I could have a soy sauce salad and black pudding, which both contain gluten, I had to correct them on this. This makes me question whether any of the food was labelled correctly. I’m not sure they’re as clued up with allergies as they like to make out. I also thanked them for trying to look after us, looking back I’m not sure why I did that. I think many other people would’ve been absolutely livid at the experience we had. We also felt no real effort was made to make us a little happier and more comfortable. We found it a real shame that they didn’t try and swap our room for us, or comp anything at all, like a Balinese bed for example, which costs them nothing to give us. We didn’t expect a lot, we didn’t need an upgrade etc but some small gesture would’ve been nice.
We decided to eat out every evening after that, which obviously was a large cost after having paid for all exclusive.
We did eat at the pool from the food truck and they seemed more knowledgeable and were happy to give me a simple burger with no bun. But the main restaurant was just a mess. To be honest, the food we did eat on the 1st & 2nd night generally was just bad and flavourless, not 4* quality at all.
Besides that, we can’t fault the pool bar staff, they were all so lovely and work extremely hard! I have to mention the night porter on reception, who helped me when I was unwell. We never got his name sadly but he was amazing, so kind and accommodating for us so thank you so much!
I honestly would recommend anyone to just pay that little bit extra and go elsewhere, again it was a fine hotel but just not up to scratch I’m afraid. We don’t like to complain or rock the boat and we always try to make the best of a bad situation, hence why we just moved on and tried to enjoy our holiday. I rarely leave reviews but I would avoid this hotel at all costs. After reading reviews before booking, I knew something was off as there are a lot of bad reviews, especially when it comes to the food. Looking back we made a mistake, it’s 3* at best sadly.
(We understood that without a doctors note, we couldn’t make a formal complaint which was fine and by that point we didn’t want to spend anymore money and time and just wanted to try and enjoy the rest of our holiday so we didn’t proceed- incase the hotel replies about that.)"
