"**So much disappointment!
Our stay fell well below what we’d expect from a 5-star, all-inclusive hotel.
Our room had woodworm in the bathroom door frame, one of the lamps didn’t work, and the safe wouldn’t open using the provided instructions. Our room keys wouldn’t work, took 20 minutes to get into the room as we had to go back to reception and they gave us another set that didn’t work, back up to reception again and had to wait for someone to fix the issue. The room itself felt very dated and musty (we were on the second floor).
The gym also raised safety concerns. The leg press machine had cut cables and wasn’t marked as out of order. I initially tried to use it before realizing it was broke. Someone could easily have been injured.
There were no cups either where the water machine was, no way to drink the water! Also, no towels or paper towels to wipe machines down with, so lots of stinky sweat on machines, eugh!
The pool area was frequently wet, with no one coming to mop up the slippery floors. The downstairs jacuzzi was cold, and when I informed the lifeguard, he told me to report it to reception. I suggested he call them himself, but he said he didn’t have the number—even though he was already on his phone on a video call. I had to tell him to look up the hotel’s number online! It wasn’t the response I’d expect from pool staff.
There was also a used Band Aid/plaster by the jacuzzi railings that remained there the following day, suggesting the area hadn’t been cleaned in over 24 hours, yuck! To make matters worse, the railings themselves were loose and moved when held, which is a serious safety concern.
The “all-inclusive” package was also disappointing. My daughter could only choose one non-alcoholic cocktail, while all the others incurred an extra charge. The same applied to adult cocktails—only four were included, with the rest available at an additional cost. We’ve stayed at many all-inclusive resorts and have never experienced this before. It certainly didn’t feel like a true all-inclusive package.
We did not get what we paid for!
There were no fun pool activities, and we weren’t even allowed to play a simple game of catch with a ball in the pool, despite being the only people using it. It seemed unnecessarily restrictive and made the atmosphere feel rather dull.
As vegetarians, we found the food selection quite limited. It mainly consisted of chips, potatoes, and pasta, with very little variety from day to day.
The only real positive was the restaurant staff at breakfast, lunch, and dinner. They were friendly, hardworking, and clearly doing their best despite being rushed off their feet. Any shortcomings were due to management and staffing levels, not the staff themselves. Oh except for the moody pool guy that told us off for playing catch in the pool, bah humbug!
Cobwebs in the dining room ceiling.
Overall, this was the most disappointing all-inclusive holiday we’ve experienced. In our opinion, this hotel is nowhere near 5-star standard. We’d rate it as a solid 3-star property, but certainly not the luxury experience that was advertised. Run down, understaffed, musty and the toilets were always out of tissue!"
