"This is a honest review of the hotel. Family of 3, 10 day stay First impressions was that it was clean. We were staying in a premium la terracita room, which meant that your room had sunbeds and just opposite a small pool that you can sit in and that all holiday makers could use with a bar. In comparison to the main pool this wasn't as busy.The room was small and not enough storage for a family of 3. There is a fridge but not stocked with any water. Although BCM nightclub is next door being on this side of the hotel you don't hear the nightclub That can't be said for the neighbours, the hotel has a rule that after 12,00pm - 8.00am to keep the noise down, however they don't enforce it. The walls are thin ,needless to say we had for a few nights where we had neighbours who was blasting music out, moving furniture and just being really loud gone 1.00am in the morning. I know I sound miserable when this is party central, right!
The hotel accommodates age ranges from young families to those that were here for the nightlife.
The customer service is hit and miss here, our room was is the first level and all other rooms have balconies. Unfortunately one day we had gone to lunch having left our towels on our sunbeds, to come back to our room to find the staff putting out a fire, one of the guests had kindly dropped/flicked a lit cigarette from their balcony which caused the fire. The staff on the scene responded really well and can't fault them, however the sunbed and our towel caught the raw end of the deal. However the follow up from the staff was very poor. I went down to reception were it was not communicated that a fire had just happened though you could smell it all along the corridor. I explained that there was a fire to be told there hand't been. No offer of a replacement towel, we had to ask for house keeping as there was ash and burnt sunbed on the floor. I then tried to make a complaint in the evening ,no manager was available until the next day, to be told it had been a tiny fire and felt as though I was being dismissed. (They were meant to be looking at the CCTV footage, however the cameras weren't facing our rooms, nor did they update us). I then showed them the photos of the towel and sunbed which clearly showed it wasn't a small fire. They said that they would put a note on the system to date no management has been in contact. I said that at the very least an announcement should go out to the guests to be more careful to ensure that this doesn't happen again, but it fell on deaf ears.
In addition if you are on this floor, when the cleaners are cleaning the balconies they sweep out so a few times we had been hit with food particles and rubbish, when lying on our sunbeds. My husband ended up finding a broom and cleaned it himself,
Our cleaner was lovely though and they work really hard as does the staff in the restaurant. The food was ok, but very limited and I think this was because not enough guests are full board or all inclusive. There is also the issue when visiting the restaurant, you can only get a coffee or juice in the morning, lunch and dinner the machines are turned off or covered up. There is a bar in the restaurant, and it was hit and miss whether they would give you a jug if they were out of carafes for the water, despite them having lots of jugs which was bat crazy to me, as the glasses were small it meant having to keep going back for refills. During the day, you would have to pay a 1 euro deposit to secure a cup for your drinks, every time you go back to the bar you take your cup with and they will replace it with a new one. However be mindful the staff will clear your empty cups away so make sure you hold onto it on your be charged again.
The beds are also not the most comfortable.
This is definitely not a 4 star hotel and was an ok when comparing it to other 4 star hotels I have stayed at. If you are a family I would avoid if your'e younger I think you will enjoy it if you just want a place to rest your head. Not good but not bad either, just average.
The only photos I took were of the burnt towel and sunbed, enjoy!"
