"This was an extremely disappointing stay at a hotel that my family, friends and I have been visiting for many years.
Before arriving, I emailed twice asking for milk to be left in our room for our one-year-old daughter because we were arriving late. I was assured twice that this would be arranged, but there was no milk when we arrived, forcing me to leave the hotel at 1am to find some.
The cot provided was broken, torn and unsafe. Even the replacement cot was broken, so we had to make our own makeshift bed for our daughter.
The biggest issue was that the hotel allows large numbers of non-residents to use the pool facilities. The pool became overcrowded every day, especially at weekends, to the point where paying hotel guests avoided using it altogether. Hotel staff even advised us to find something else to do on a weekend and gave us ideas, because the pool area became unbearably busy.
We witnessed footballs being played around the pool, smoking in the pool, loud music from portable speakers, aggressive behaviour from intoxicated visitors, people trying to take our sunbeds and even topless sunbathing. After I complained about footballs, nothing changed, and later my one-year-old daughter was hit on the head by a football. This should never have happened.
The manager's response was disappointing. Rather than dealing with the situation properly, I was told that I should tell other people to stop. It should not be the responsibility of paying guests to enforce hotel rules.
Another major disappointment was that there was ongoing building work throughout our stay, yet this was never mentioned when we booked, paid or checked in. If we had known, we would have seriously reconsidered our booking.
Builders were using angle grinders right next to the baby pool whilst families were sitting there and children were in the water. Umbrella stands were being painted whilst guests were lying on nearby sunbeds, and flooring was being glued down in the children's play area using an incredibly strong adhesive that could be smelled across the entire pool area.
To make matters worse, the hotel manager was carrying out building work himself using an angle grinder next to the pool bar and seating area whilst guests were trying to eat and relax. This is completely unacceptable at any hotel, especially when guests were given no warning that construction work would be taking place.
The room itself was acceptable, but the cleanliness was poor. The shower showed obvious dirt and black mould build-up, and after requesting fresh bed sheets it appeared that the same dirty sheets had simply been put back on the bed. Our balcony was also deteriorating and felt unsafe.
The only positive part of our stay was the excellent service from Noemi, Maria and Christina, who were always friendly and helpful.
It is a real shame because we have recommended this hotel to many family and friends over the years. Sadly, after this experience, we will not be returning."
