"We stayed at Balaia Golf Village during the third week of September, and unfortunately, our experience was extremely disappointing.
Half board and restaurant arrangements
We booked half board through TUI and, at the time of booking, were advised that we would have access to three restaurants. We were told the same thing when we checked in. However, this changed the following day, when we were informed that half board was buffet-only.
Unfortunately, the buffet left a lot to be desired. My mum has severe nut and fish allergies, and absolutely nothing was labelled at the evening buffet. As a result, we were unable to eat there safely.
We raised this with reception and were told by the manager that this was "not her job". There were also signs outside the buffet stating that it was open all day, which was not the case. I suggested that the paper signage should be updated and that the restaurant could remain open slightly earlier, particularly for families with young children. The receptionist was incredibly rude and told me to go to the Spar for food. She also told me that I should "try and do her job" dealing with people like me every day.
Unfortunately, the attitude of the staff we encountered throughout our stay was extremely poor. We were made to feel like an inconvenience rather than paying guests.
Serious pool incident
The most concerning part of our stay, however, was a serious incident involving an elderly man who was drowning in one of the pools.
Nobody appeared to have noticed him. I had to leave my very young child while I entered the pool and pulled him from the bottom. He was blue and unable to speak.
No one from reception came to assist, and there did not appear to be anyone on site who was appropriately trained in first aid. Members of the public were the only people who intervened. Given how frail the man was, I genuinely believe the outcome could have been much worse had members of the public not acted.
The ambulance took approximately an hour to arrive.
I subsequently followed this up with TUI, only to discover that the hotel had no record of the incident whatsoever. We were also told there was no doctor on site or even a doctor on call.
This was incredibly concerning. In the event of a serious accident or medical emergency, guests should have confidence that appropriate assistance will be available quickly. Based on our experience, I would have serious concerns about the level of emergency support available at this resort.
Condition of the accommodation
The accommodation itself was very tired and in need of refurbishment.
We reported a strong smell coming from the drains. We understood that this was a wider issue, apparently caused by tree roots affecting the drainage at several properties.
The washing machine and tumble dryer were stacked on top of one another, and during a spin cycle the dryer actually bounced off the washing machine. I reported this because we were travelling with a small child and considered it a serious safety concern. The washing machine was eventually replaced, and a piece of wood was placed between the two appliances.
The cast-iron curtain pole was also not properly secured and fell, hitting me on the head and leaving me with a headache for several days. I reported this to maintenance, but the response was simply an apology, with no offer to repair or properly secure it.
The mattresses also felt extremely old and uncomfortable, as though they had not been replaced for many years.
During our stay, we spoke to several other guests and heard similar concerns. One guest summed up the experience by saying that the resort was "getting away with it by the skin of their teeth". I have to agree.
Overall, we found the resort poorly maintained, the customer service extremely disappointing, and the response to a serious medical emergency deeply concerning. Based on our experience, I would not recommend Balaia Golf Village and would strongly advise anyone considering staying here to look carefully at the facilities, accommodation condition, food arrangements and, in particular, the emergency support available on site."
