"We had booked a two bedroom room and a double room, upon check in we explained that we had requested a ground floor room for the double room but was told that both of our rooms were next door to each other on the second floor.
This proved really difficult for the member of our party with mobility issues meaning she had the demeaning experience of having to be helped upstairs and downstairs by her grandchildren each day.
When this was explained to the staff at the hotel we were told there was nothing that could be done as the hotel was full, despite us being in contact with the hotel since January of that year to explain these issues and request the ground floor room that we were assured would be allocated to us.
The standard of the rooms was barely two star, let alone the four star that had been advertised to us.
There were numerous issues including poor standards of cleaning and maintenance across both rooms.
In the two bedroom family room, the bathroom was in an awful state, the roof was covered in what looked like industrial plastic foam and various other stains whilst there was exposed lagging in the bathroom ceiling. The toilet and sink was absolutely filthy where it looked like bleach or any sort of cleaning product hadn’t been used for a very long time.
The shower head was covered in dirt and limescale, as were the bath taps whilst the shower itself is positioned in the middle of the bath meaning that the shower then sprays water across the bathroom, which with two young children and an older guest with mobility issues is extremely dangerous.
To compound matters there was a broken grid in the centre of the bathroom that had the overflow from the shower of water and soap bubbles push out in to the centre of the bathroom floor every time someone attempted to have a shower, which made the floor dangerous. The bathroom door handle was very stiff , meaning both my wife and our young son were locked in the bathroom on several occasions until they could be freed.
Elsewhere the cleaning across the apartment was extremely poor, beds weren’t made with much regularity and there was no sign of any sweeping or dusting taking place. There was hair, sand and dust in the corners of the room from previous guests whilst the two glasses and mugs in the room were not cleaned for our whole fortnight, clearly showing toothpaste marks and that they were dirty, they were rinsed and replaced as clean ones next to the kettle when they had not been cleaned.
On the balcony the clothes airer was bent out of shape and hanging off the wall meaning it was un-useable and nearly fell on one of the children. We were having to use the chairs on our balcony to dry clothes.
During our second week, the door handle fell off the double room that we had booked meaning my elderly mother in law had to head to reception in searing heat to tell them and ask that they could replace the door handle to allow her to re-enter her apartment.
Around the pools there are various bits that have broken tiles and mouldy grout & tiles, in particular the children’s splash park that is badly in need of some maintenance. On our first time in the splash park our youngest cut his foot open at the side of the pool. Upon informing the life guard I received a shrug of the shoulders.
To cap everything off there is a severe lack of working sunbeds, most sunbeds we encountered were broken with snapped pieces of metal jutting out. There was no effort to remove these by the hotel staff instead they were left mangled in various places without being removed or indeed repaired.
On one afternoon, there were 6 broken sunbeds around the waterpark, one elderly gent hurt his back, falling through one of the beds and other guests were left to have accidents and turn the broken beds on their side and move them next to the fence out of the way. The hotel didn’t move them or deal with so each day, other guests who were unaware of these problems, were getting the same broken beds out to use until they also realised they were broken."
