"We had an absolutely amazing holiday at this hotel and would definitely consider coming back, although for us it would need to be in the same room type again, as that made a huge difference to our stay.
When we arrived, we were upgraded from a standard inland view double room to a whirlpool swim-up family room. Because our daughter is autistic, having a private space and pool away from the main pool was incredible for us. It gave her somewhere calmer to regulate and gave us a much more relaxed holiday experience. When we saw the room, we genuinely cried, it was such an amazing upgrade and it helped us have the best stay possible.
The room itself was cleaned every day and always to a good standard. The hotel staff throughout the resort were all friendly and helpful. As a trans woman, I also felt respected by the staff, who made the effort to gender me correctly, which I really appreciated. The cleaner also left us a surprise one day with a towel elephant left on our bed which was so cute!
The hotel is very busy during half term and the week before, which we expected. However, the rest of the hotel was generally too busy for us, and this is why the swim-up room made such a big difference. The main areas could feel overwhelming, especially for a SEND child.
One of the best features of the hotel is the sensory room, which is a great idea and could be such a helpful space. However, it does need better management. Some guests seemed to misuse it; for example, one family kept the key for around seven hours, went for lunch, and were not actually using the room. We also found that multiple families were allowed in at the same time, which can be really destabilising when you are trying to help a SEND child regulate. Some families seemed to use it more as extra play space rather than a calm sensory environment. With clearer rules and better monitoring and an occupied sign, this could be an excellent facility.
The food was good overall. The buffet was good, not amazing, but better than some other hotels we have stayed at. We also liked the snack bar, although we did have to ask for fresh chips and nuggets every time because they put salt on everything, which is not ideal for children. To their credit, the staff were always happy to make fresh portions without salt when asked.
The pool bars were very convenient and stayed open until 11pm, which was great. There were plenty of places to get drinks and we did not experience long queues, which has been a problem for us at other hotels.
The entertainment was great and the entertainment staff were so friendly. Our only small criticism is that it becomes quite repetitive if you are staying for longer than one week. That said, we really enjoyed the games and activities. We especially enjoyed spending our mornings with Jenny doing sports, and then joining the rest of the staff for the games.
A huge highlight of the holiday for our daughter was the kids’ club. The staff were incredibly friendly, kind, and understanding, and they catered well for her autism. She really enjoyed getting her certificates and going up on stage to meet TUI 3000, which was a lovely moment for her.
On our last day, we spoke with Anna, who was incredibly helpful and arranged for us to have a late checkout until 3pm free of charge because we are Sapphire Members. This made our final day so much easier and less stressful, and we really appreciated her help. We then had the curtesy room at 7pm for 1 hour which allowed us to refresh before we got our flight home.
Overall, we had a brilliant holiday. The staff, kids’ club, entertainment, cleanliness, and room upgrade all made a big difference. The hotel was too busy for us in the main areas, but the swim-up family room completely transformed the experience and gave us the space we needed. We would absolutely return, but only if we could book the same type of room again."
