"The hotel was completely unacceptable. The pool area was dirty, with cats everywhere and cat faeces around the pool and grass areas. The rooms were extremely dated and the bathroom had a persistent, unpleasant smell. Food in the restaurant was consistently lukewarm. Large activity groups dominated the hotel and were given priority in the restaurant, leaving other guests sidelined.
I complained to TUI and asked to be moved. After 48 hours we couldn’t tolerate the conditions any longer and paid to relocate ourselves. The hotel is now refusing to refund TUI for the five unused nights, which means TUI will not reimburse the additional cost we paid for alternative accommodation. TUI has also stated that they cannot offer a refund because I do not have photographic evidence — although it is impossible to photograph a bad smell or lukewarm food. I believed I had taken photos of the dirty pool, but I hadn’t, and I certainly did not want to spend my short winter break taking pictures of cat excrement.
The hotel did offer a room change, but the alternative was at the very back of the property, next to a main road, on the third floor with no lift, and it had the same unpleasant bathroom smell. A further room change was offered, but this was as we were checking out , we had already packed our cases and booked and paid for another hotel. Changing rooms would not solve all of the other issues
As part of my complaint to TUI, I have included extracts from multiple online reviews showing that other guests have experienced similar issues. Copied below are all the reviews found from recent travellers - the hotel admits to the cat problem.
Other reviews from other sites
but the smell of cat faeces in there is beyond terrible - this leads me on to the real issue this resort has with cats, it is totally overrun with them and it’s very upsetting to see really. The whole resort smells awful
Very bad, absolutely bad! Old rooms, dirty bathroom, has only one restaurant with food that was nothing pleasant, was cold and very few options
I went here with my children. The place looked nothing like the pictures. Firstly it seemed there was a sporting activity taking place so the place was full of athletes and bicycles and teenagers.
Our room was filthy and smelly. Not sure if it was a drain problem but the smell was horrible. Called them to clean which they did but didnt stop. Outdoor pool was dirty with green algae. Indoor pool was okay.
Food was okay. Place is littered with homeless cats as well.
It was not quiet (busy road outside),
Although the main hotel building is modern and nicely decorated the actual apartments (in the main hotel and in the 3 storey apartments (no lifts!))
fixtures & fittings in the rooms needed serious updating, broken & protruding floor tiles in the room were dangerous, smell of drains in the bathroom, Shower leaked pools of water onto the floor every time, hotel food was very basic & lukewarm,
The resort was also busy as there are several large long term Touring van parks along the road which were full .
one week from 10th January. On arrival I saw that there were two motorhomes and a lorry parked. They were support vehicles for several cycling teams also staying at the resort. Lots of gazebos,flags and cycles parked outside. As the week progressed more arrived whilst they had their own dining area they still used the place for holiday guests . There was no staff to clear the tables and a trolley was left for you to clear your own used plates which most people did. Really not what I expected on an all inclusive holiday. The food was mostly cold but there was plenty of salads
The apartment itself was very shabby dirty skirting boards marks on the walls a well used kitchen
rooms leave enough to be desired in cleaning, the second bed was a bad sofa bed, the eaten in the buffets sparse and not very good, the bad breakfasts, with frozen croissant and without natural orange juice a shame, I do not think we will return to this hotel.
The entrainment on just 3 nights was a quiz,bingo,and an artist. As there was only about 12 people participating it lacked any atmosphere and it was difficult to hear due to the cyclist in the background. As a result I was bitterly disappointed with this resort and the management should not mix the two very different types of clients.
I also informed them if an unpleasant smell in the bathroom and they did pour some blue liquid down the toilet on one occasion. This needs a complete refurbishment
Absolutely vile place dirty grotty hotel food is vile also
Staff are rude do not waste your money on this place it’s just a disgrace
Please note: there were approximately 50 or so, beautiful stray cats, roaming around the resort in small family groups with kittens. I didn't see the hotel leaving out any food or drink for them and I presume they are not keen on seeing the cats roaming around, and might not be happy at seeing guests (like us) buying dry food and feeding them, and as there were few guests some looked very hungry, especially the younger ones who were bullied or chased away from food. It would be an amazing gesture from the hotel owners to consider either neutering the ones present if they can as many looked like they were interbreeding from the colour patterns and grouping or consider bringing in cat charities
to try and rehome them ?
Food was average, not hot at all. Asian night was good though, some dishes, whilst not hot, were tasty. Lots of areas for improvement, lots of repairs needed. It's a big resort and maybe during high season they deliver, but I would not book again.
Food not hot, go early to eat.
The food wasn’t the best but it is worth what you pay
Food in restaurant always Luke warm didn't matter what time you went in there. The only good point to our fully inclusive holiday was the bar staff work very hard.
Could not wait to check out and go home
Cons: The food - biggest let down - food is either lukewarm warm or cold - hot lamps totally ineffective, like even less effective than you would imagine
This hotel must be one of the worse holidays we have ever had. First impressions on arriving looked clean and welcoming.
The food was just about lukewarm hard to enjoy cold food. We was a party of five all of us couldn’t wait to leave and come home.
Rooms were in major need of updating and renovation but we found them acceptable for a weekend. We had the buffet option at the restaurant, food was exceptionally poor with dinner I’d suggest not safe to eat; hot breakfast even at opening was cold
Holly
28 Nov 2025
Extremely disappointed with our stay, the cleanliness and hygiene was so appalling we could only manage 1/3 of the nights we had booked and had to seek urgent accommodation elsewhere. The experience fell far below the expected standards of comfort and cleanliness. Upon arrival, we also discovered that the property was teeming with feral cats, something that was not disclosed prior to booking. This caused significant distress, as my Mum suffers from allergies and I have a phobia of cats.
Stayed 3 nights in Nov 2025
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Verified review
Response from Guest Experience on 13 Dec 2025
We sincerely regret that your experience did not meet your expectations. Our goal is always to provide a comfortable and pleasant stay, and we are sorry that you chose to leave without giving us the opportunity to assist you at the reception, where we would have gladly looked for an immediate solution. Regarding the presence of cats in the common areas, we are aware of the situation and are actively working to manage it in the best possible way, minimizing any inconvenience for our guests. We appreciate your feedback, as it helps us improve, and we are sorry that your experience did not reflect the standards we strive to offer.
The room we were given had 2 camp beds and a dirty sofa and old fashioned bathroom. It was so bad that we did not stay in the room. We checked out 30 minutes after arriving and informed reception that we did not like the room on departure. No offers were made to find us a different room
Definitely the worst hotel we have stayed at in Spain in relation to the price we paid per night. We have travelled around the Spanish coast from Costa Brava to Costa del Sol over the past 15 years and stayed in hotels for several weeks per year. The only good thing about the hotel is that it is relatively close to the wonderful beach with good restaurants. Hotel very run down, electrical outlets that were completely open, hanging kitchen doors, smelly rooms and furniture (bed, pillows, linen smelled of damp and mould). No possibility to hang clothes to dry. Simply miserable. We had booked a whole week, but left after just one night."
