"We stayed at Nalu in August 2026 and unfortunately left deeply disappointed. We chose this hotel specifically because of its 5-star positioning and were expecting a relaxing, high-quality holiday. Sadly, the experience did not live up to those expectations.
Our first room, 103, was extremely dark, cramped and offered very little storage space. There was also an unpleasant smell which, given the high humidity, made us wonder whether there might be a moisture or mould issue. The layout was impractical, with very little usable storage or surface space. The swim-up pool directly in front of the room was extremely narrow and offered almost no privacy, as guests were constantly walking past our terrace and could look directly into our private area. We were particularly surprised by the significant difference between these rooms and the more desirable swim-up rooms in the front section of the hotel.
We requested a room change immediately after arrival. The process was initially rather unhelpful and we were told that the responsible person was not at the hotel that day. The Front Desk eventually managed to move us to room 110 on the second day, which we appreciated. However, clearer and more proactive communication would have made a significant difference.
Unfortunately, room 110 also had several issues. The terrace was missing the facility for hanging swimwear to dry, and the bathroom tap was extremely loose. On our final night, we also experienced a water leak underneath the sink. Almost all of our shoes got wet, which we immediately reported to the Front Desk. What disappointed us most was not simply the leak itself, but the lack of an appropriate response afterwards. We would have expected a 5-star hotel to immediately take care of the situation, check whether anything had been damaged and show genuine concern. Instead, we were met with little more than surprised looks at the Front Desk.
We also experienced inconsistent communication regarding the swim-up pool. One employee told us that guests from other room categories were allowed to use it, while another explicitly told us that they were not. Yet we repeatedly saw guests from other areas using the pool. This is something that could easily be avoided with clear information at check-in.
Another particularly unpleasant experience involved the lifeguard and the beach towels. We were spoken to in an extremely aggressive manner, to the point where the employee was almost shouting at us. We were genuinely shocked by the way we were addressed. A staff member later apologised and offered each of us a drink, which we appreciated as a gesture.
The breakfast service also did not feel like the level of service we would expect from a 5-star hotel. Staff were often inattentive, and we regularly had to actively get someone’s attention simply to order a coffee. Some of the staff in the beach restaurant came across as rather unfriendly and not particularly welcoming.
However, the biggest disappointment was the way our concerns were handled by Guest Relations.
After several issues had already occurred, we expected someone from management or Guest Relations to proactively approach us, listen to our concerns and genuinely try to find a solution. Instead, we were merely offered the possibility of speaking to the Guest Relations Manager towards the end of our stay. From our perspective, this was never a confirmed appointment, but simply an offer to have a conversation. By that point, we were already very disappointed and exhausted and ultimately did not pursue the conversation.
We were therefore particularly surprised when the hotel later suggested that we had failed to attend an agreed appointment. From our perspective, no binding appointment had ever been made. Even more disappointing was the impression that responsibility for the situation was subsequently being shifted onto us.
We did not expect a completely flawless holiday. Problems can happen in any hotel. What we expected was professional communication, genuine hospitality and a solution-oriented response when we raised legitimate concerns.
Unfortunately, communication was one of the biggest weaknesses throughout our stay. Information regarding towels, breakfast restaurants, swim-up pool access and who to contact when problems arose was often inconsistent or unclear.
Even more disappointing was the email correspondence after our stay, which we experienced as dismissive, condescending and unnecessarily defensive. Instead of feeling that our feedback was being taken seriously, we felt that our criticism was being rejected and that we were being portrayed negatively.
For a hotel positioning itself as a 5-star property, we expected considerably more — particularly when it comes to guest relations, communication and how problems are handled.
Our overall impression is therefore unfortunately one of significant disappointment. The hotel has potential, but the level of service, communication and guest care we experienced did not match what we expected from a 5-star resort."
