"After having a lovely flight and arrival to TSF airport and having a brilliant transfer from the airport to the hotel we were sadly let down and were left utterly disgusted with the hotel rooms. After checking in and arriving in our room, my partner and I began inspecting the room and were appalled at the lack of cleanliness and overall facilities of the hotel room. We found multiple stains in and on the sheets of the bedding (our only guesses were urine and possibly faecies stains on top and in the sheets as well as what appeared to be lipstick marks on the pillows). After further inspection, there was multiple dark hairs in, on and around the bed (both my partner and I do not have dark hair); we also found hair scattered on the floor of the entire apartment. Furthermore, the doorframe of the door between our room corridor and the bedroom was coming away from the wall and appeared as if it could’ve fallen off any minute. We also found stains on the kitchen countertops and the bedroom canvas/picture above the bed was stained, discolored and overall unacceptable.
My partner and I decided that this was not good enough and we decided to ask the receptionist to move rooms and explained why - the receptionist was friendly and happy to help starting with looking at the multiple photos we had taken and asked us to send them to an email that would go to the hotel manager. After this, the receptionist said she would upgrade us to a “suite” free of charge, we explained that we would not move until we had inspected the room first.
To say that this room was a “suite” is utterly disgraceful and false advertising. My partner and I again found stains (possibly suncream stains and burn marks from where the sheets may have been ironed); the stains looked as if they had faded after washing however they were still visible. The overall look and the facilities of the room were significantly better however the cleanliness was still not up to standard. After that, we found handsoap on the wall of the shower (assuming that customers would use handsoap to wash their bodies - luckily we had brought our own toiletries). After that, we found more hair around the floor, in the wardrobe and gathered in the corners near the scurting boards/next to the jacuzzi bath (this was located by the bed in the bedroom). The scurting boards were dusty and had spilled paint on them (from where the walls had been painted). There was also drill holes in the ceiling next to the large mirror and on the floor by the bath. The shower heads were vile and were in dire need of deep cleaning or replacing. Moreover, the door stops on the floor were rusted and dirty in general. Under the countertop of the bathroom, the bottom of the sink was appalling and unsanitary.
At this point, my partner and I were exhausted after traveling for 14hrs and felt defeated, we thought that the rooms were not going to get any better and that we would just have to put up with the best we could get. Our worries were if the rooms were openly this vulgar and disappointing, what were the conditions of the kitchen like?
Moreover, we had decided to use the hotel lift/elevator to transport our bags from reception to our new “suite”, we found ourselves waiting for around 5 minutes and gave up, deciding to haul our luggage up 2 flights of stairs. Later on in the holiday (7 day stay) we decided to use the same and what appeared to be only lift/elevator to get up to our room after going out for drinks at the seafront that night, after getting into the lift/elevator we heard a loud thud noise and it bounced up and down slightly as if it was not working properly. After hearing and feeling that, we decided to evacuate the lift as soon as possible when the doors opened to our floor. Upon checking out of the hotel, we found out from reception that the lift/elevator had broken down that very night with 6 people inside including 2 babies, the receptionist told us that they were trapped in there for around 4 to 5 hours whilst they waited for a team to release them. If that had been us that morning with our luggage, we would have definitely missed our flight home. Not only that but the lift/elevator itself was extremely small and was showing signs of wear and tear and extremely dangerous and questionably I complaint with health and safety.
We can agree that this is a 3 star hotel and we are not expecting the Ritz however, the first priority of a hotel is its cleanliness of everywhere. We have plenty of pictures of both the original room and the so called “suite” if you wish to see these.
The overall look of the room was nice and the 2 pools were adequate - the main pool mainly for kids and entertainment (although you had to walk upstairs onto the top deck to get beverages and snacks, which wouldn’t be accessible to those unsteady on their feet) and the second pool being smaller and more relaxed (luckily this pool bar was more accessible). There occasionally was music playing however, this often died off for long periods of time.
The food was 3 star worthy - not amazing however it wasn’t horrendous and we were left feeling full after. There was a large variety of food however, my partner and I stayed away from a lot of the meat (especially the burgers and chicken) which was difficult for us as we are very much carnivores. We found ourselves eating out for 3 nights of the 7. The alcoholic drinks were strong and used cheap soft drinks (e.g. what many call “rola-cola”.
As a young couple working extremely hard to afford to come away, we expected a clean living environment for the week - this stay felt like a slap in the face to say how much we had spent on our package deal holiday. We understand this was a 3 star rating however it was also rated as 4 star on TripAdvisor and we were left disappointed and ashamed of where we were staying for the week. We found ourselves counting down the days to be back home and sleep in a clean bed and environment; this is certainly the last thing you would want to be doing when having a break from everyday life."
