Ella Alkyna

"Location is beautiful as you walk in you feel like you are in a 5 star hotel. I booked a basic room which was upgraded then paid another 1750Euro to upgrade again to a swim up pool room. The room was small, hand basin in the room behind a pillar, not what I expected from a so called 5 star hotel. Very expensive for two weeks we paid around £5k, granted it was the last two weeks of October. On arrival in the room the hand soap was empty as was the hand lotion, shower gel and shampoo. Fridge was not turned on either and there was a flickering spot light above the door to the balcony. On the first morning I asked for an oat milk latte, this wasn’t possible but then asked for a black coffee with oat milk, was handed a small jug and told the oat milk was in the buffet to go get myself some. Over the two week period our wash hand basin did not get cleaned for 4 days, there was a clump of black thread which had been on the rug upon arrival and was only removed when I pointed it out, other guests were having the same problems and started leaving items on floors to see if they would be cleaned or not. Coffee, milk/cream and sugar was not replenished in the rooms when empty, fridge was not restocked. Staff argued when anything negative was mentioned. We were on the first floor in the 1100 rooms the corridor smelled of urine. Tv was not straight on the wall, no service at the sunbeds. Towards the start of the second week things were running out no vodka in the main bar, no mixers for the most popular cocktails, no Kaluha although the bottle was on the bar “for display”. The hotel in the retail area is dirty, lifts had smears inside for the whole time we were there no sign of cleaning . There was a broken lock in the disabled toilet by Nafs bar for the two weeks despite reporting it and chewing gum sat on the floor for 3 days despite the cleaner signing off that the toilet had been cleaned. As the second week went on more and more was closing down portions of food were getting smaller you could see they were trying to spread it out to make it last. Not expected from a self confessed 5 star hotel. Bed not made up fully with spread and cushions replaced just duvet tucked in and pillows thrown on the bed. Bed was comfortable. Some guests on arrival received fruit and champagne they were not requested specially and most didn’t. Lots of people complaining about the same issues and saying it wasn’t worth what they had paid and the basics were sadly lacking. I wouldn’t come back to the hotel again, the GM although a request was put in twice to meet didn’t even make an attempt to meet to discuss and the Front of House Manager listened but seemed powerless to do anything. I had raised issues pretty much from the first day of our holiday and it continued throughout, even two nights before we were due to leave the table lamp on the desk disappeared and when housekeeping was questioned they asked maintenance 10 mins later a maintenance man came with a lamp saying it had been put in storage due to “end of season”. We witnessed the bar manager in the main bar yell at guests. All the staff were saying was coffee machines not working, vodka runout gin run out and “oh well We may as well pack up and go home!” Not what you want to hear when you have paid to go on holiday. Lots of “not my job”comments housekeeping don’t mention to maintenance or vice versa. Two nights before leaving randomly the heating was put on in all rooms to 24.5 degrees when it had been comfortable with the comfort cooling setting, again when queried “end of season” was the response. It was cool outside in the evenings they had heaters but didn’t put them on even though people were complaining of the cold whilst they ate. The rooms themselves were fine but outside the wind made it colder. All in all a very disappointing stay."

"For us, this hotel was absolute perfection. From the moment we arrived, we were warmly welcomed. Every member of staff - from the bar staff, to the dining staff, the cleaners, the chefs and kitchen staff, and especially Guest Relations, are the friendliest and most welcoming we have ever experienced. Nothing has been too much trouble and they really helped to make my partners birthday special, arranging for a cake and fizz to be left in our room for him. The hotel is immaculate and our room was cleaned to a high standard every day, with the mini fridge being fully re-stocked regularly. The Swim up pool was a real treat and the water was crystal clear. The food at the hotel has been beautiful, and the buffet restaurant has a HUGE selection of foods. The best dining experience for us was NAF'S A La Carte Restaurant, where the food was just perfect. We visited it twice just to experience the Pork Belly as it literally melts in your mouth - we NEVER tasted pork so delicious - The Chef at NAF'S has a real talent and I would pay every night just to experience the food there. We visited Ella Alkyna during the last week of the season when everything was winding down, but the atmosphere was still just as great as mid-season. There is something so heavenly about waking up to the sound of the waves! The entire team here have made our stay just beautiful and we have already booked to return again next year! Thankyou ♡"

"Had an amazing experience at the Roée spa within the hotel. Janette and Ann were so incredible and very lovely. We had the bespoke massages, 80 mins and it was so worth it. Also a great atmosphere, had an hours free use of the pool and saunas after our massages. Easily located within the hotel, atmosphere was peaceful and relaxing."