"A Very Average experience. Some positives but a lot of negatives.
I will start with the positives:
- 3 of the 4 spa treatments we had were good, including a pedicure, facial and a relaxing massage.
- They refunded the poor treatment my wife had as she came out of her massage crying as the pressure was too much for a relaxing massage.
- The hotel did allow us to take dinner to the room when toddler was playing up and became restless
- The staff were friendly most of the time
- Soul restaurant food and service was superb, wish we could have gone there again
- Entertainment was nice and was on every evening
- General grounds were kept clean
Now for the negatives:
- The Check in was way too slow. We had requested an early check in with our agency . They Took our passports and no one came back to us. They said room won’t be available until 3pm so we had 4 hours with an overly tired toddler and no facilities for a nappy change.
- The Kids club was shut. Eventually we were given a filthy run down room, it was non refurbished, was told it was an “upgrade”
- Toilet was running water, very loud
- Tv didn’t work
- Floor was filthy
- The Next room we were given was better but the wardrobe door came off and almost fell on my son
- There was a Water leak in bathroom which meant floor was wet and slippy all the time. We were given a third room this time with a balcony and this ended up being better for us and didn’t have any issues with this room apart from the mattress topper being super bumpy and uncomfortable. They only had super soft pillows or hard pillows, nothing in between so my back hurt all week.
- The Gym was horrendous, very little equipment, no cross trainers worked, the rope broke whilst I trained which could have led to injury. Often there was no water in the gym and no towels whatsoever.
- Buffet Dinner was weak, every pastry and dessert just tasted the same, the pizza was hard, desserts lacked any taste
- The Pool was freezing cold and not usable for anyone. I only saw a handful of guests get in the pool which is such a shame as it looked so inviting.
- There was no indoor spa facility’s, no sauna. No steam room.
- Not much variety for breakfast
- Wife’s sausage had a hair on it
- No decaf options for coffee at breakfast
- Hotel were charging for milk for toddler until we argued back and eventually they provided for us.
- Wife’s massage with chocolate was horrendous, she came out crying in pain.
- with the spa, it’s the first time I have ever experienced a spa without taking a medical questionnaire. I suffer from back pain and my wife has a broken toe, but no health check was done before any treatment, this is not acceptable.
- The hotel forgot to bring the birthday cake on the Monday as planned, eventually we got it a few days later after I asked.
- There was sellotape on one of my pastries at dinner which my toddler could have had if I didn’t check
- Bathroom door was so loud it creaked so much it would wake my son all the time
- One time at breakfast I asked 6 different people for croissants and they wouldn’t come, took over half an hour and eventually they brought some out for me.
- Also they ran out of milk at breakfast and were reluctant to replenish
- Was way too windy near the beach and there wasn’t a private area for hotel guests, had to share beach with public
- Language barrier was an issue, found it very difficult to communicate with the staff.
- At breakfast and dinner I found there were hardly any signs on the food, how are we supposed to know what we are eating, what if someone has an allergy?
For a five star hotel, this did not live up to our expectations unfortunately."
