"We have just spent 4 nights at this hotel and we were glad it wasn’t any longer, it’s the only time we have looked forward to going home after having one of the worse hotel experiences we have ever had.
Let me start by saying we have stayed in many 3, 4 & 5 star hotels around the world including all inclusive resorts and based on our experience I would struggle to rate this hotel even 3 star, even if we don’t think the hotel we are at is that great in some areas we never complain as we don’t like to make a fuss, but we had such a bad experience in almost all areas at this hotel that we did end up complaining in the end after letting issue after issue go.
Room issues:
1. Patio door did not lock as it was broke.
2. The shower temperature had a mind of its own, without touching the controls it would go from ice cold to boiling hot and back again every 20-30 seconds.
3. Although there was a soap dish next to the sink, there was no hand soap provided in the bathroom so we had to go into the shower and use the shower gel fixed to the wall to wash our hands.
4. The TV did not work properly in the room with constant signal issues making it unwatchable.
5. We had ants in our room, on the 1st day they were in one area on the dressing table and we got rid of them all, then the next day they were in a different area next to tea/coffee crawling all over the cups/glasses which had not been used, there was nothing around to attract them such as food, we got rid of them again but they came back later that day and the next.
6. The room was not cleaned properly each day, on the 1st day we walked into the room we seen a large bundle of fluff/dirt/hair all wrapped together in the entrance way, we thought it would just be cleaned the next day as it was very obvious when you walked in, but it was never cleaned on day 2 so thought we would leave it to see if the room was actually being cleaned but again it was not, it was eventually cleaned on day 4 after we raised it in our complaint.
Services (inc food/drink) issues:
1. A lot of the food was very poor quality in the main buffet restaurant and especially the snack bar, we have stayed in several all inclusive resorts before so we know the quality isn’t always the best even in 5* resorts but the food here was some of the lowest quality we have ever experienced.
2. The drinks was one of the biggest disappointments here, we do not drink a lot but like to try the cocktails on offer when we go away and have always found most cocktails nice at other places we have stayed, here however has the worst cocktails ever which I found undrinkable and I tried them all just to make sure it wasn’t the odd few I didn’t like, my favourite cocktail is a pina colada which I thought I would be safe with but no, a pina colada is normally a yellow/cream colour, however what I was served was almost clear like water. I found a lot of the drinks alcohol and non alcohol had been watered down with a huge amount of sugar in them, they have drinks dispensers around the resort to help yourself which are labelled as Coca Cola/Fanta/Sprite however these tasted very different to actual Coca Cola/Fanta/Sprite I have had.
3. They charge for a lot of extras which we have always had included at other 5 and even 4 star all inclusive hotels which is why I don’t understand how this can be rated 5*, some chargeable services include €50 to use one of the day beds around the pool (everyone was empty as nobody thought they are worth paying for), €3.50 for fresh orange juice at breakfast (a 5* resort charging for fresh orange juice at breakfast is crazy), any branded alcohol drink is chargeable, now I expected certain very expensive brands to be a chargeable extra like at other resorts I have stayed but everything is and they only use very cheap/local alcohol like what a 3* resort does.
4. The Wi-Fi did not work for the whole time we were there and they expect you to scan a QR code to get the menu for the food and drink as they don’t have physical menus.
Staff and service issues:
1. They don’t have enough staff in some areas which gives a bad experience, one area is the main buffet restaurants outside terrace, we waited a long time in a line of others to be showed to a table, there was plenty of tables available but with only 2 staff covering a large area they could not clean them and serve people quick enough to get them in.
2. A lack of customer service and initiative from the reception staff, on night 3 after we had enough of all the issues I went to reception and said we have not had a good experience and would like to raise a complaint, at that point they could have said sorry your experience has not been good is there anything I can help with but all I got was I will get you a feedback form and was sent away to fill that it, they made no effort to use that opportunity to find out what the problem was.
3. Although the food was better in the Italian restaurant this was yet another bad experience due to the staff in there. Everyone has to make a reservation time for this restaurant and we had one for 7.30pm which we arrived a few minutes before, there was a queue of people waiting to get in and despite having a reserved time of 7.30pm and arriving on time we did not get in until 7.45pm, once in we had a very rude and blunt waitress, when our mains arrived they were put down very quickly and the staff disappeared before we even looked down at them, at this point we realised one of them was completely wrong so had to get the attention of someone to let them know, they asked what we ordered and went away to check then come back and picked up the wrong order and just walked off without saying anything while the other main was left getting cold as we wanted to eat together, they came back 10 minutes later with the correct dish and just put it down with no apology given for their mistake.
Around hotel area issues:
1. There was a really bad smell of drains around some areas of the hotel.
2. If you have stuck with this review this long then well done, this is the final issue and the most crazy one. This is primarily a family resort and almost everyone there had children with them, so we were shocked when we were by the main pool in the afternoon and heard being played over the hotel’s music system (which goes all around the resort) a song saying Sh*t/f*ck you and you can all f*ck off, we couldn’t believe what we were hearing being played with so many young children around and video recorded this in case they tried to deny it.
We were really looking forward to staying at this hotel but our whole trip was ruined by the experience, I have left this review not just to warn others but so that hopefully the hotel sees it and makes changes as it is a nice place and has the potential to be amazing if the points I have raised are corrected and it’s managed better.
I have evidence of some of the issues raised should the hotel require it."
