"We were really looking forward to our stay at Sunrise Blue Magic Resort, but unfortunately our experience was disappointing and did not match what we expected from the hotel based on how it is advertised.
The food does have a good selection and there is generally plenty of choice, however a lot of the food was served cold, which became frustrating over the course of the holiday.
The atmosphere around the hotel was also very disappointing. There was no music around the pool between approximately 12pm and 4pm, and there was also no music in the lobby bar during the evening. For an all-inclusive resort, this made certain parts of the day and evening feel very flat and lacking in atmosphere.
The standard and behaviour of some of the clientele also affected our experience. There was a lot of heavy drinking, children were regularly left unattended, and at times the atmosphere did not feel particularly relaxing.
As a family, we like to get dressed up in the evenings and make an effort when we go out. Unfortunately, this actually made us feel extremely uncomfortable at times, as we regularly received prolonged stares and rude comments from other guests. Rather than feeling relaxed and able to enjoy ourselves, we often felt watched and judged simply for dressing nicely.
The pool area itself could also do with improvement. During our stay, we did not see the pool being properly cleaned once. The sunbeds are dated, heavily used and generally look like they are in need of replacing or updating.
One issue that made us particularly uncomfortable was the service at the bars. We noticed that English guests were being given drinks in plastic cups while other guests were being served in glasses. This continued until we raised it as an issue. Being treated differently in this way made us feel extremely uncomfortable, particularly when it was combined with the staring and rude comments we were already experiencing.
Housekeeping was another major disappointment. There were repeated occasions where our room was not properly cleaned, particularly the bathroom, and at one point we ended up making the bed ourselves. We also had issues with cups and plates not being replaced or cleared properly.
More concerningly, food that we had left in our room was eaten during a housekeeping visit. This was completely unacceptable and left us feeling very uncomfortable about leaving our belongings in the room afterwards. Regardless of what the item was, guests should be able to leave personal food and belongings in their hotel room without worrying that they will be touched or consumed.
We also found some members of staff to be rude or unhelpful when issues were raised. When you are on holiday, you do not want to spend a large part of your time chasing basic things that should already be taken care of.
The entertainment was another disappointment. The hotel is advertised as having daytime and evening entertainment, but during our stay it seemed extremely limited and at times almost non-existent. This, alongside the lack of music around the pool and in the lobby bar, made a big difference to the overall atmosphere of the resort.
We also raised our concerns with our Jet2 representative while in resort. Unfortunately, we did not feel supported. Some of our concerns appeared not to be believed, and we were told that there was very little that could be done to help us. This made an already disappointing situation even more frustrating, as we had hoped that raising the issues in resort would lead to some practical support or resolution.
We also raised our concerns directly with the hotel and they did offer us complimentary late checkout, which we appreciated and accepted. However, while this was a nice gesture, it did not actually resolve the wider issues we had experienced during the holiday.
It is a shame because the hotel does have potential. There is a good variety of food, the resort itself could be lovely and there are positives, but unfortunately the cold food, lack of atmosphere, inconsistent housekeeping, condition of the pool area and sunbeds, uncomfortable treatment and lack of support when we raised concerns significantly affected our experience.
For us, the holiday did not live up to expectations and too many of these issues became a major part of the trip rather than minor problems we could simply overlook."
