"Update....
Since writing my review I was approached by the member of staff that originally asked me to do the review (they tasked by management to get guests to do reviews so she was only doing her job) to say that management have asked if I would remove it. I said no as I felt that my review was fair. I then went with the staff member to find out who had asked her to approach me and it was Hafsa from guest relations.
She said that management didn't want the member of staff who I had complained about to be named in the review.
I told her that I have mentioned several staff members and that I disagreed that I should delete it. It's unfair that the hotel think it's acceptable to name the amazing staff but don't agree when you name the bad ones. At the end of the day WIAM was extremely rude on more than one occasion and I am disgusted that nothing has been done. At the time of my complaint another male manager agreed with me that she was rude and that HR would be involved and she would be gone due to how bad she is, however she still remained. The main manager returned on the day we left as he had been on holiday but we were not able to speak to him due to us leaving. I have since been told that he is very friendly with WIAM and this is why nothing is done and she can continue to be rude to paying guests! Absolutely disgusting!
Not only this, Hafsa had said she would speak to management and come back to me but never did!
When we arrived the receptionist Wiam was very rude and has continued to be rude throughout our stay. Most recently we lost something and went to reception to ask for help finding it and she again was very rude and told her colleague that I was annoying as I keep going to the desk to ask questions. ( She thought I wouldn't know she had said it but luckily someone else at the desk translated as they too thought it was disgusting that she was speaking about a guest in that way!) Each time we walk past she gives us a dirty look. She has made out visit uncomfortable.
The one thing that has made me give a higher rating is the animation team, they are so amazing. They work really hard and get everyone involved. Special mention to Farah, she has so much energy and is so kind and caring. Love doing the activities with them all such as darts, ping pong and Zumba. The pool/foam party on Friday is also especially good. The team worked so hard to make sure we all had fun.
The staff at the basketball court have been great too. Always happy to play with my son. Omar played with him on the first day and then the other staff since have also got involved each time he goes there.
Rooms are a great size, did have a problem with air con to begin with but the guest relations lady Hafsa sorted that for us on the second day after once again Wiam had failed to help us.
Food is a little repetitive. Same stuff every day but still nice enough. Could do with an a la carte restaurant to give other options.
The slides are great but some not always open for various reasons.
We were unfortunate to experience poo in the kids slide area but the staff were quick to close and clean it.
Still got a few days here so hopefully we will continue to enjoy it.
We are disappointed that management have not dealt with the issues with Wiam in reception, they assured us she would be dealt with but shes still there and still continues to glare at us each time we go past. Pathetic!!!"
