"From the moment we arrived, the experience was poor. Instead of being welcomed and made to feel valued, we were immediately pressured into upgrading our room at an additional cost of nearly £1,000. This was an unpleasant start to our holiday and set the tone for what followed.
The overall condition of the hotel was completely unacceptable for a five-star property. The swimming pool was filthy, with black mould clearly visible around the pool area and numerous missing tiles creating both an unsightly appearance and a potential safety hazard. The spa facilities were in an even worse condition, with extensive black mould, broken and missing tiles throughout, plaster hanging from the walls, and a general state of neglect that made the facilities unpleasant and, in our opinion, unsafe to use.
Cleanliness across the hotel was consistently poor. There was rubbish left around the grounds, including a used sticking plaster, which remained unattended. Our bathrobes contained holes and visible stains, demonstrating a lack of proper housekeeping standards. Drinking glasses provided for guests had chipped rims with sharp edges, posing a genuine risk of injury. Even the tablecloths in the dining areas were torn and had holes in them, reflecting the poor maintenance throughout the hotel.
The standard of service was equally disappointing. On one occasion, after ordering a fresh coffee, the waitress forgot to provide a spoon. Rather than bringing a clean one, she simply picked up my used spoon from the table and placed it with my fresh coffee. This demonstrated a complete disregard for basic hygiene standards and was wholly unacceptable.
We had also paid extra for the Preferred Club upgrade, expecting enhanced facilities and service. In reality, it offered very little value. We regularly observed guests who had paid considerably less than we had receiving a far better level of service. One of the advertised benefits was table service at breakfast. However, on the single occasion we attempted to use this service, we waited an unreasonable length of time, and when the food finally arrived, it was cold.
The food throughout our stay was consistently disappointing. Meals were frequently served cold, and if guests arrived for breakfast around 10:00 am, any items that had run out were simply not replenished. This meant there was very little choice available despite breakfast service still being in operation. The selection in the main buffet restaurant was also extremely limited and certainly not what we would expect from a five-star all-inclusive hotel.
Although alternative restaurants were available, it proved almost impossible to obtain reservations. Even when attempting to book first thing in the morning, the restaurants were invariably fully booked, leaving us with little option but to use the disappointing buffet.
Another significant issue was the complete lack of available sunbeds around the main pool. On numerous occasions, we were unable to find anywhere to sit and were forced to use the rooftop sun deck instead. Unfortunately, this area was poorly managed. There were no towels available, requiring us to walk to the opposite end of the hotel to collect them ourselves. There was also no drinks service, meaning we had to leave the area to fetch our own refreshments. Furthermore, the rooftop terrace overlooked a busy main road and was extremely noisy, making it far from the peaceful relaxation area it was intended to be.
On one evening, after returning from an excursion shortly before midnight, we politely asked if we could take a couple of drinks back to our room. This request was refused. We then attempted to order drinks via room service, only to be refused again. This was particularly disappointing for an all-inclusive holiday and did not reflect the level of service we had paid for.
Throughout our stay, we raised numerous concerns with the hotel manager. Unfortunately, each complaint was met with the same defensive response: “Thank you for bringing this to my attention.” At no stage did he make any meaningful attempt to investigate our concerns, offer solutions, or improve our experience. We felt our complaints were simply dismissed.
Overall, this holiday fell significantly below the standard that easyJet Holidays advertises for a five-star property. The issues we experienced were not isolated incidents but a consistent pattern of poor cleanliness, inadequate maintenance, poor customer service, substandard food, overcrowded facilities, and a complete failure by hotel management to resolve legitimate concerns.
We booked this holiday in good faith, relying on easyJet Holidays’ reputation and the advertised five-star rating. Instead, we experienced a holiday that was nowhere near the quality we were promised and certainly not reflective of the premium price we paid."
