"Before I discuss the negatives, I want to make one thing absolutely clear: THE ANIMATION TEAM WERE AMAZING!!! They were without doubt the best part of our holiday. Every single member of the team was friendly, energetic, welcoming and worked tirelessly from morning until night to ensure guests had a good time. Despite all the issues we experienced elsewhere in the hotel, the animation team remained positive, professional and genuinely cared about guests. They deserve enormous credit because they did everything possible to make our stay enjoyable. They are a real asset to this hotel and, honestly, were the only reason parts of our holiday were salvageable.
People often say, “you get what you pay for,” and I usually agree. However, in this case, the standards were so poor that I genuinely would not expect them at any price point. Raw food being served, no air conditioning in 38°C heat, poor customer service, inadequate accessibility and facilities that were unavailable during our stay are simply not acceptable. Had we known the reality of what was being offered, we would never have booked this hotel.
We travelled as a group of 3 adults and 5 children and this has been one of the worst hotel experiences we have ever had.
The most serious issue was the food. We were served raw turkey that was clearly undercooked. Shortly afterwards, I suffered sickness and diarrhoea. When we reported this to reception, there was little concern shown and no meaningful response from management. Serving undercooked poultry is a serious health risk and should never happen in any hotel.
The hotel was also unbearably hot. Temperatures reached around 38°C, yet there was NO AIR CONDITIONING. We were informed it would not be switched on until 15 June. This information is not made clear when booking. We specifically asked if we could pay extra to have it switched on or if fans could be provided, but both requests were refused. Trying to sleep in these temperatures, especially with children, was miserable.
The hotel information regarding air conditioning is misleading. Guests are led to believe air conditioning is available, yet in reality it was not operating throughout the hotel. Had we known this before booking, we would never have chosen this hotel.
The food selection throughout our stay was extremely poor. There was very little choice for families and very few options that British guests would typically expect. Basic family favourites were unavailable and the quality was disappointing throughout. The fact that the most memorable meal involved being served raw turkey says everything.
Accessibility was another major issue. A wheelchair user in our group repeatedly requested suitable accommodation and assistance across multiple rooms, yet no proper arrangements were made. If you require disability access, I would strongly advise looking elsewhere.
The rules seemed to change depending on who you spoke to. I attended breakfast in an outfit that was accepted without issue, yet later attended lunch dressed similarly and was told my clothing was not acceptable. The inconsistency was frustrating and made no sense.
To make matters worse, there was no pool bar, no beach bar, no food service around these areas and no convenient toilet facilities available until 15 June. Staff were generally unhelpful whenever concerns were raised and we often felt that our complaints were simply dismissed rather than addressed.
This hotel simply did not deliver what was advertised. Between the food safety concerns, lack of air conditioning, poor customer service, accessibility problems and unavailable facilities, our family holiday was completely ruined.
The only reason this review is not even lower is because of the incredible animation team, who remained professional, energetic and helpful throughout our stay. They deserve far better support from hotel management.
DO NOT COME TO THIS HOTEL.
If you are British, travelling with children, require disability access, expect air conditioning in hot weather, or simply want a hotel that takes guest concerns seriously, I would strongly recommend booking somewhere else."
