"We booked this hotel expecting a genuine 5-star experience, especially after paying £4,500 for our holiday. Unfortunately, it fell far short of that standard and was one of the most disappointing hotel experiences we’ve had.
From the moment we arrived, it became clear that this hotel is nowhere near the 5-star standard it advertises. Our room had no functioning air conditioning, despite this being advertised. We also had ants in our room on multiple occasions throughout our stay. Even after reporting the issue and housekeeping attending, the ants kept returning. Ants were also visible in other areas of the hotel, raising serious concerns about cleanliness and pest control.
The room itself was tired, poorly maintained, and in desperate need of refurbishment. The beds and mattresses were heavily worn and uncomfortable, and the bath had simply been painted over, with the paint peeling away. There were also signs of mould and poor maintenance throughout the room, making it feel as though problems had been covered up rather than properly repaired.
Cleanliness across the hotel was disappointing. We saw dirty nappies left in public areas, and every day there were mattresses, vacuum cleaners, rubbish bags, and housekeeping equipment left outside our room and along the corridors. This is not what anyone expects from a hotel claiming to be 5-star.
To make matters worse, there was a persistent water leak onto our balcony, creating a slip hazard, and the “Do Not Disturb” and “Please Clean Room” buttons on our door didn’t work. This meant we had to try and find housekeeping ourselves, despite the language barrier.
Customer service was another major disappointment. Staff were often rude, dismissive, and unhelpful. There were consistently long queues for food and drinks, and after waiting, we were still spoken to discourteously. We were also expected to pay extra to reserve seats for the evening entertainment, despite already paying a premium price for an all-inclusive holiday.
Following our complaint, the hotel offered us complimentary access to the à la carte restaurant and other amenities on our final day. While we appreciate the gesture, it simply does not make up for the poor experience we endured throughout the rest of our stay.
Had I known this hotel was of this standard, I would never have booked it. I paid a premium expecting luxury facilities, excellent service, and high standards of cleanliness and maintenance. Instead, we experienced mould, poor repairs, recurring ant problems, worn furniture, poor housekeeping, rude staff, and facilities that were nowhere near the level advertised.
In my opinion, this hotel is not worthy of a 5-star rating. I would struggle to rate it above 3 stars, and only 4 stars if I were being extremely generous.
I have provided the hotel with extensive evidence to support my complaint, including over 30 photographs.
Overall, this holiday was a huge disappointment, and I feel completely misled by the hotel’s advertised standards. I would not recommend this hotel to anyone expecting a true 5-star experience."
