O7 Be Klub Kalma (formerly O7 Bellevue)

"I am extremely disappointed with our experience at the hotel and feel that a number of issues need to be addressed. Unfortunately, what should have been a relaxing family holiday was made unnecessarily stressful from the moment we arrived. Room Booking and Arrival Before setting off, we contacted the hotel by telephone to confirm our room arrangements. We specifically requested: * One large family room for five people — two adults and three children. * Two double balcony rooms, with one of these rooms requiring a cot. These arrangements were confirmed to us over the phone. We arrived at the hotel at approximately 11:37am, only to be allocated three twin balcony rooms, with one child in each room, with one cot required. A member of staff checked whether a larger family room was available, but we were told there was nothing available. We asked whether we could upgrade, but again were told there was nothing available. We then asked to speak with a manager and were initially told that the manager would simply say the same thing. We requested to speak with the manager regardless. Ultimately, Bev had to pay an additional £300 to upgrade the room, which I find completely unacceptable given that our original room requirements had been confirmed with the hotel before we travelled. My mum also paid an additional amount for a family apartment, but this was not ready when we arrived at Apartment No. 3. Cot Issues The lack of a cot was another major issue, particularly as we had specifically requested one in advance. There was still no cot in the room for Ronnie at 3:00pm. By 8:08pm, there was still no infant cot in the two single-bed balcony rooms. We eventually spoke to a receptionist named Alyssa at the main reception on our way back from dinner. She was extremely helpful and immediately contacted Reef 3 Reception to get the issue resolved. She continued to chase this and we were told that the cot had been placed in the room at approximately 9:00pm. Alyssa was the only member of the reception/customer service team who genuinely appeared to take ownership of the issue and try to resolve it. Her assistance was very much appreciated. Food The buffet food was extremely disappointing. The food was very bland, with very little variety, and overall we found the quality to be extremely poor. My advice to anyone booking this hotel would be to reserve the restaurants for every night if possible. We were told that the restaurants can be booked more than once and that reservations can also be made once you arrive at the hotel. I would strongly recommend doing this to avoid having to rely on the buffet. Toilets and General Cleanliness There were numerous issues with the toilets throughout the resort. * Many toilets did not have basic supplies, including toilet roll. * Many toilet doors did not lock. * The toilets near the entertainment area were extremely hot and felt like a sauna. The heat in the entertainment-area toilets was particularly difficult and uncomfortable. For someone who experiences reactive hypoglycaemia, being in such an excessively hot environment was genuinely horrendous. Condition of the Rooms The condition of the rooms was also disappointing. The hotel appears to be in need of significant maintenance, with: * Wallpaper coming away from the walls. * Trims coming away. * General areas of the rooms appearing worn and poorly maintained. For the amount being paid to stay at the resort, I would expect the accommodation to be maintained to a much higher standard. Splash Area and Child Safety We were particularly concerned about the lack of supervision in the splash area. There is a large slide which many younger children were using, but the splash area was not manned by a lifeguard. As a result, larger children were repeatedly knocking into or wiping out smaller children. This made the area difficult to use safely for younger children. Given that this is a family resort and the facilities are clearly aimed at children, I believe adequate supervision should be provided, particularly around larger slides and water-play areas. Customer Service Unfortunately, customer service was another major disappointment. With the exception of Alyssa, who was extremely helpful and proactive, we found the majority of customer service representatives to be rude, dismissive and unhelpful. When we raised concerns about our room allocation, rather than feeling that staff were trying to resolve the issue, we felt that we were simply being passed around. The shuttle bus service was the saving grace. The shuttle staff were consistently lovely, friendly and helpful, and were a real credit to the hotel. Accessibility The site also did not appear particularly accommodating for people with disabilities. Given the size and layout of the resort, I believe more consideration needs to be given to accessibility and ensuring that disabled guests can comfortably and safely access the facilities. Entertainment The entertainment itself was actually pretty good and was one of the more positive aspects of the stay. Unfortunately, the condition and temperature of the toilets near the entertainment area significantly detracted from the experience. Overall Overall, I am extremely disappointed with the experience. The problems began before we had even properly started our holiday, with the room arrangements that had been confirmed over the telephone not being provided on arrival. We then had to pay an additional £300 for an upgrade, despite having already made our requirements clear before travelling. This was followed by the significant delay in obtaining a cot, poor-quality buffet food, inadequate toilet facilities, poor room maintenance, concerns regarding supervision in the splash area and generally disappointing customer service. There were some positives — particularly the shuttle bus staff, the entertainment and the exceptional help we received from Alyssa — but these unfortunately did not outweigh the number of issues we experienced. For a family resort, I would expect much better organisation, communication, cleanliness, maintenance, safety and customer service. I would strongly encourage management to review these issues, particularly the handling of pre-arrival room requests, the standard of accommodation, food quality, toilet facilities, accessibility and supervision of children’s water facilities. At present, based on our experience, I would not recommend this hotel without significant improvements being made."

"A terrible start to our holiday. We arrived at around 2am and were given keys to a room in Reef 5, the back end of this huge resort. On entering, there was an over powering smell of damp. We were given a room on the ground floor, on entering there was wall paper hanging off revealing black mould, damp running down the wallpaper, a broken dresser swarming with ants, broken light switches and walls patched up. As you can imagine, we immediatley did a u-turn and went back to reception where the rest of our family were booking in. My sister then went to check her room which had 2 single beds and nowhere for my young nephew to sleep. Staff at reception quickly found them a room to house the 3 of them and put the 2 of us into my sisters initial room. This 2nd room was only a slight improvement. This was in Reef 4. On entering we were met with communal bins overflowing with rubnish, stairs (if you can call them that) that were completely unsafe, a fire extinguisher lying in the middle of a corridor, as well as the corridors being dirty. The smell in this block was also horrendous, something I can only describe as a farm / rodent smell. The room was dirty with what appeared to be mouse droppings on the floor, hair and muck (had clearly not been swept and mopped). But due to the time we bedded down for the night. By morning management had got us rooms in Kalma 1. What a difference! The room was immaculate, newer, with a stunning view out to sea and the pool. What a relief!! Positive points: - if you decide to stay here, stay in one of the Kalma blocks!!!!! - food was good, plenty of choice! - drinks choices also good for all inclusive - beach 10 min walk (it is beautiful) - rooms cleaned every other day - evening entertainment 7/10 - I want to give a big shout out to Antonia, who worked on the bar by the pool at Kalma 1. What a lovely, friendly lady! However, one staff member, Oscar, who was serving on an evening at the main bars was rude, rolling his eyes, and things were an effort for him. Several of our party mentioned the same thing. - only 13 euro in a taxi to the Old Town. A must visit. - good location to bars and restaurants outside the resort. Negatives: - Rooms in the Reef blocks - the sheer size of the resort and layout of restaurants - lack of clear information with the restaurant situation. You can book for the Italian, Sports Bar, Meditteranean and Mexican restaurant, however make sure you do this on 1st/2nd day to avoid disapointment. The restaurants are in different locations and you WILL be stopped and asked for your room number to check you have made the reservation. (They are very strict on this) - Poor pool and toilet cleanliness, no soap in the ladies toilet. Black in the pool on the tiles that wasn't cleaned the whole week. And broken mosaic tiles which I sliced my toe open on. ****Be mindful****... the entertainment staff were encouraging people on a night time to leave positive reviews so they could get a day off. We DID NOT do this due to our experience. We also felt the hotel were telling the entertainment staff to do this to 'guilt' people into leaving positive reviews. Overall, very mixed feelings but not somewhere me or my family will return to again."

"We were honestly dreading going to this hotels after all the reviews. Unfortunately we had our Dubai holiday cancelled last minute and as a family of 5 were limited on hotels with accommodation that suited us, hence why we booked here. We were also travelling with friends, this also accommodated them. When we arrived at the hotel a lady was complaining to the receptionist and told us good luck which was not a nice comment to hear when we had just arrived. Whilst trying to check in we had 2/3 people push in with complaints! The receptionist were both lovely this was in block reef 3, filling is in with all the information we needed. We had a 2 bedroom apartment in reef 3 and have no complaints the room was spacious and clean. The room wasn’t cleaned everyday but that was fine and really not an issue for us. Our friends stayed in Reef 1 and again there room was also spotless. We was able to have breakfast and lunch at Brisa each day, we had booked through EasyJet, there was always a variety of food that suited everyone. We also booked the restaurants, we ate at the Mexican and Mediterranean twice and the sports bar and Italian once, we had 9 in our group and had no issues whatsoever getting booked in. The pools didn’t open until 10 and we found it entertaining watching people run for a bed whilst we was eating out breakfast! We never had any issue getting sunbeds for all of our party. Whilst we was there they had a delivery of sun beds. The complex is big but there absolutely no issues walking from one end to the other and if you do have issues there is a shuttle bus which we never felt the need to use. This hotel is a 3 star but exceeded our expectations on many ways, one thing that does let it down is some of the guests which is by no means the hotels fault, some people have absolutely no manners and are incredibly rude. People just throwing there rubbish on the floors, kids allowed to do as they please with no parental responsibility. I think between the 9 of us we had very little issue with gnat bites we did use Avons so soft spray. A couple of niggles we do have were the paper cups, they wasn’t great and some of the bars during the day also use them. Fortunately we had read this and took our own plastic cups and reused them. Also the 3 drinks limit of an evening was a little surprising. The evening bar does get very busy but we just timed it right so didn’t have to queue for too long. The location is good and an easy walk to the beach, passing plenty of shops/restaurants along the way. If you have booked to come here then please don’t go by all the negative reviews as we had a really lovely time and would definitely recommend."