One Resort Aqua Park & Spa

"Hello, I would like to make a formal complaint regarding our family room. There have been several serious issues since our arrival: The refrigerator was broken when we checked in. It has now been repaired, but this should not have happened in the first place. The door between the main room and the children's room is broken and cannot be closed. Because of this, I cannot leave my child in a separate room. The balcony door cannot be locked because the lock is broken. This is a serious safety risk for my child. The shower drain was completely blocked. On the first day I had to clean out the hair and unblock it myself because I was tired after a long journey and simply wanted to take a shower. This ruined the first day of our holiday. There is a damaged concrete wall near our room. I am concerned about the safety of my family. The electrical sockets are in poor condition and the phone charger adapter falls out of them. There are no sockets in the children's room and only two sockets in the entire room. This is not acceptable for a family room. I believe that this room does not meet the standards of a 4-star hotel and is not suitable for a family with a child. I kindly request that you provide us with another room that is safe, fully functional and meets the advertised hotel standards. If you cannot provide a suitable room, I will contact the hotel management and my tour operator immediately and request their intervention. Photo from toilet in the pool."

"Room - More than enough space for 1 guest - Sofa bed - Bath and shower were clean, no moisture - Wifi works - TV : some channels aren't working; no France TV channels available Main Restaurant : - Big choice - Average to good general taste - Hygienic is okay (nothing generally worrying about) - Labels are missing on some dishes - Waiters do a good and semi-professional job - Look behind counters: overall oversight is okay - Filling up takes a bit time - Table cleanup time is okay - Some utensils like metal spoons or pliers aren't available everywhere Reception - Good language skills - Friendly and available - Correct service Guest Relations Service - Takes time - Only 4 hours per day at her desk (6 of 7 week days) - Smiles Beach Bar - Small choice - No Cocktail List - Not many chairs and tables Bar (like Prime Bar) - No cocktail list - Limited cocktail choice compared to other hotels I'd visited in the past - Boys are doing a great time - Waiting time is average - End Results is not exactly the required (no correct order) - Too noisy (Background Music) - Some nationalists get VIP treatment (others no - voluntary serving) Express Restos - Good additional services - Dishes are good - Nearly no waiting time Improvements: - Coffee Shop - Ice Coffee Selection Wifi Coverage is enough to good Pools are clean One Sweet : Ice Creams are very soft - not good cooled down Some improvements in preparations and service tasks Infrastructure is well maintained but needs some refurbishments at some places Waiters and Barkeepers : do favours to some international communities (better treatment, drinks serving) (UK, East Europe), don't serve or ask other ones Overall: a good hotel with some negative sides. Great hotel for families. I would recommend this holiday even for tight budget and as an Alternative to Bulgaria and Spain as a few examples. It has a good additional all-in offer in eating options."

"In summary: Family of 8, amazing experience and highly recommend. Outstanding staff! We travelled as a family of 8 with 4 adults and 4 kids, aged 4, 8, and 10. We stayed in the superior family rooms which were little bungalows near the entertainment and pool areas. They have a big bedroom with big double bed and separate bedroom with 3 single beds. The resort was extremely clean and well looked after. Our room was cleaned exceptionally well each day and the cleaner was super friendly and always had a big smile for us. We even got a beautiful towel display left on our beds one day, it was beyond lovely and a really special touch. Thank you Monica! The food in the restaurant was great, loads of variety and everything was cooked perfectly. We had fussy kids and people who like to try local cuisine and everyone was happy with the food. Tunisian donuts are amazing! The best thing about this resort is the staff. We were amazed at how lovely these people were. We made friends with a waiter named Ghaith and every night he would have a table for 8 ready for us. He took time to speak to us and our kids, and really won us over. On our last night he even brought the kids football tops from his own team. This made our kids holiday and they will never forget him. Thank you Ghaith. The entertainment team were also amazing. Rio was so nice and funny, always getting us involved in all the activities. I was blown away by how hard the team work. All day long and then each night in the shows. I've never seen anything like it. They are amazing. I was sceptical about travelling to Tunisia but my experience here has completely won me over and I will definitely be back again. Top tip: Give the staff a tip where you can. A little amount goes a long way for them and they will go above and beyond to look after you."