"The website for the hotel says that all rooms were updated in 2025. Hmmmm..... not really the case I'm afraid.
We had three rooms all sharing a really lovely pool with approx 10 other rooms. That was wonderful. However, I am going to have to describe the rooms with bullet points otherwise you will all be reading this like it was some sort of poolside novel!!
1. Certainly not enough storage space, especially for a family. For example, 2 small drawers in the wardrobe. Couples/singles can get away with it.
2. Cracks and holes in the bathroom floor.
3. Safes in all three rooms were non existent or unusable. We did not have a safe in our room at all, our son had a safe but it had no key as this had been lost and there was no master. The safe in our daughter's room had batteries on the outside (!!) but still did not work.
4. Our telephone to connect us to reception did not work. After a couple of days we realised that this was because the wire to the EMERGENCY phone in the bathroom had been ripped out of the wall.
5. A major issue was with the area surrounding the pool outside of the room. There are drainage walkways and at the end of the pool area by a wall (which itself was in dire need of rebuilding or knocking down completely before it fell on someone) this drainage walkway had given way completely and left a huge hole which someone could have fallen down (notably our 4 year old granddaughter if we had let her walk on that part of the pool) and had a serious accident. Maintenance were on it the very next day but unfortunately this fix was not good enough, and it ended up worse than before. Obviously people walk on it and it is not strong enough to hold weight. When this was reported, my husband was told they cannot fix it properly until close of season.
6. A VERY SERIOUS matter was the fact that after my husband had gone backwards and forwards to reception numerous times regarding a lot of the above (please remember, the phone did not work!!!) he went to our daughter's room (a lone woman in her own room) to explain the situation regarding her safe and he found a man in the room painting the wall!!!! Our daughter was in the pool to the room and had no idea he had entered. She was not expecting any maintenance work in the room as we had literally only just arrived. If she had gone back into her room from the pool and found him there, she would have felt very vulnerable. My husband went back to reception (again) to lodge a serious complaint about this matter, and as of the day we left, there was no ownership on the part of the hotel that this had actually happened. Or even WHY this had happened. In fact, they said they didn't have any idea who this man could have been. We did know - he is a major part of the hotel team and we often saw him around. Although to be fair to him, he would only have been following a check list of jobs. But REALLY?????.......not when guests have just checked in and haven't been warned. Not good.
My husband had spoken to a few of the management team over the duration of our stay and left his contact details on our departure, but there has been no further contact from anyone to make us believe that this has been taken seriously.
7. The fridge in our son's room did not work. The day before departure his room was not cleaned. Plus 2 days before departure, a 5am wake up call (which he did NOT request) woke him and his family.
But apart from the above, I have many good things to say about the hotel as well.
The safe situation was sorted out quickly. We had a brand new one installed in our room the following day. This was used by all 3 rooms.
The food is lovely, everywhere is very clean, the animation staff work very hard, the shows in the evenings are very good, the beds are really comfy - I had some of the best nights' sleep. The showers are very good, the hairdryers adequate.
The corridors are not too noisy although you still get guests who forget that it's gone midnight and let their kids run up and down screaming their heads off. Well, they're on holiday and excited so you have to accept that.
Unfortunately, all the pools are salt water. They are well maintained and are all good sizes, but if you don't have goggles on please don't rub your eyes. Yikes, you'll know all about it if you do!!!!
There are plenty of very comfy sun beds, and people generally don't start going round the pool until after about 9am. Be warned though, if you leave your towels on sunbeds unattended before 9am, they will be taken and all that's left is a little post-it note telling you where you can collect them from!!!
They could do with some more tables and chairs around the outside areas of an evening, there were always people trying to beg, borrow and steal chairs and/or tables from people in the early part of the evening but that soon fizzles out when people go and watch the evening shows. The bars are all well stocked and staffed.
The beach and sea are wonderful especially for kids. Very safe. The water is very calm, no undercurrent and you can walk out such a long distance that kids can swim quite safely.
So a mixed bag for you to sift through. It's a great shame that the rooms have not been refurbished like they are supposed to have been, BUT the rest of the hotel makes up for it.
I would not particularly choose to go back there. This was an expensive holiday for us as we took the family and there were too many side issues that have overshadowed our stay. However, if someone told me that this was the only holiday/hotel that was left, I would still go and not dread it!!!
They need to redecorate ALL the rooms out like it says they have done and definitely notify guests as and when they are going to be entering their rooms to carry out maintenance work.
It is a major concern to us that the hotel have not been in touch since our return to address any of the above matters, in particular the main issue of the man in our daughter's room."
