"Extremely disappointing – definitely not a 4-star experience
We were really disappointed with our stay and, unfortunately, couldn’t wait to leave. Having read the good reviews before booking, we arrived with fairly high expectations, but the reality was very different. In our opinion, this hotel falls well below what you would expect from a 4-star property.
Customer service
The customer service was very inconsistent. Some members of staff were lovely, friendly and welcoming, while others were extremely rude and dismissive. Paulina in the restaurant was particularly rude, as was Andrea at the bar. Both made interactions unnecessarily unpleasant.
The housekeeping/maid staff, however, were absolutely lovely. They were always friendly, said hello and were pleasant whenever we saw them.
Overall, I think the hotel needs some serious customer service training, as the attitude of certain staff really lets the hotel down.
Food & drinks
The food was one of the biggest disappointments of the entire holiday and genuinely ruined the experience for us.
The food was consistently below average — cold, dry and often stale. There was also a lot of repetition from day to day, and much of what was available was just random items rather than food you could actually put together to make a decent meal.
For a supposed 4-star hotel, we expected much more. I have stayed in 3-star hotels where the food has been considerably better.
The one positive was the sports bar. The food there was actually nice, hot and freshly cooked. Unfortunately, you only get one complimentary meal there during your stay. If i had known prior, i would have rather not paid for all inclusive.
The cocktails are also all pre-made and extremely watered down. You have to ask for additional alcohol just to be able to taste them. The alcohol selection is also very limited, with cheap local spirits rather than branded options.
There is no poolside service, so you have to leave the pool and go to the bar yourself. Staff also don’t seem to collect empty cups from around the pool. Instead, guests are expected to return them to a collection station — which, unsurprisingly, very few people do. As a result, the pool area becomes extremely messy throughout the day.
This also contributes to a huge wasp problem. The number of wasps around the pool was honestly unbearable and unlike anything I have experienced at a hotel before. I was actually stung by a wasp and had to go to a pharmacy and pay for treatment. This felt completely avoidable if the area was kept cleaner and empty cups and rubbish were collected regularly.
Pools
There are two pools. The main/adult pool is extremely small and only takes a relatively small number of people before it feels overcrowded.
The children’s pool is much better. It is bigger and has plenty of activities for children, including a trampoline, bouncy castle and splash park. We travelled with two 6/7-year-olds and, for us, this was definitely the highlight of the hotel. It kept them entertained throughout the day.
Entertainment
The daytime animation team were brilliant. They were all really lovely, enthusiastic and genuinely good at getting people involved.
Unfortunately, the evening entertainment was a completely different story. Although there was something different every night, the quality was extremely poor. The flamenco dancers in particular were embarrassing to watch — they weren’t in sync and looked as though they didn’t even want to be there.
The entertainment also finishes incredibly early, usually around 9:30pm. After that, the music and lights are turned off, leaving the bar area feeling completely dead. There is no atmosphere at all in the evening.
Rooms & cleanliness
The bedrooms are very small and the beds are extremely uncomfortable — they felt more like pull-out beds than proper hotel beds.
The cleanliness was also disappointing. During our entire stay, our floors were never swept or mopped. It felt as though the housekeeping consisted mainly of making the bed and changing the towels.
On our first night, the balcony door was constantly banging throughout the night, meaning we didn’t get any sleep.
The communal areas also feel very unkempt, with stains on carpets and walls.
There was also a CONSTANT disgusting smell of dirty drains/raw eggs around the hotel. It was so bad that we couldn’t even comfortably leave our balcony doors open.
You are only provided with one very thin pillow per person and there are no spare pillows in the room.
The rooms have a toaster, microwave and kettle, but there is no complimentary tea or coffee provided, which makes having these facilities feel rather pointless.
From day one, our room and balcony were also full of ants, and we noticed several bugs in the bathroom during our stay.
Mosquitos
The mosquito problem here is also horrendous. They are absolutely everywhere and the hotel doesn’t appear to do anything to prevent the problem.
You cannot sit and enjoy a meal in the restaurant without constantly having to fight them off. All of us were bitten repeatedly throughout the holiday.
Location
There isn’t much around the hotel either. Very little is within walking distance, so you are quite reliant on buses or taxis.
We found the buses unreliable and getting a taxi was extremely difficult, with waits of at least an hour on occasions.
The beach itself is only a few minutes’ walk away and there are loungers available to pay for. Unfortunately, the experience is spoiled by people constantly approaching you to buy towels and counterfeit/knock-off goods. You can’t really relax without being hassled.
Overall
The hotel was good for children — particularly the children’s pool and daytime activities — but honestly, that is where the positives end for us.
The food, cleanliness, customer service, drinks, mosquitoes, wasps, room quality and lack of evening atmosphere were all major disappointments.
We were genuinely so disappointed with our stay and found ourselves counting down the days until we could leave.
In my opinion, don’t be misled by the good reviews. This did not feel like a 4-star hotel at all. Unless you have very low expectations, I would seriously consider looking elsewhere. For us, this was a complete holiday disappointment and we would not recommend this hotel."
