"Before I begin, I would like to say a huge thank you to the staff. They genuinely made our holiday and were always kind, helpful, and professional.
This was our third stay at Pineda Splash, having previously visited in 2017 and 2024. On both occasions, we had an excellent experience and genuinely felt we had found our home away from home. Unfortunately, this year’s stay was disappointing.
We travelled as a family of three and met up with several families we had befriended during our stay last year, making a group of 15 people in total. While many of the issues listed below may seem minor individually, together they had a significant impact on our holiday.
1. Water Bottles
We were informed that guests are only provided with one large water bottle per room, which must then be refilled from the bar for the duration of the stay. As we were staying for two weeks, this felt inadequate.
2. Wi-Fi
The Wi-Fi was excellent during our 2024 stay and worked throughout the hotel, including on the fifth floor. This year, despite staying in the same room, we could only reliably connect in the main public areas such as reception, the bar, and the restaurant. Even then, the connection was inconsistent. In the end, purchasing travel SIM cards was the best solution.
3. Queues
We fully understand that queues are inevitable during busy periods. However, waiting over 30 minutes for a drink at the bar was excessive. During the day there were often only one or two staff members serving, and in the evenings around three. Queues regularly stretched up the ramp towards the restaurant entrance.
The restaurant queues were equally frustrating. My husband timed it, and it took approximately 20 minutes to get from the start to the end of the buffet. We tried eating at different times, including outside peak periods, but it made little difference. A major bottleneck appeared to be the grill station, which was staffed by only one cook. Last year there were three cooks during meal times, which kept queues moving quickly.
4. Mattress Protectors
The mattress protectors have been changed since our last visit. They now appear to be made from a rubber-like material that squeaks whenever you move and makes the bed noticeably hotter, even with the air conditioning running at full power.
5. Security
There is now a security guard at the hotel, but unfortunately this did not improve our experience. Large groups of teenagers who were not hotel guests regularly gathered near the entrance, alongside individuals loitering in the nearby park.
On one occasion, we were sitting outside near the pool bar at around 11pm having a cigarette after receiving permission from staff to do so. We were then approached by security and told to leave. Communication was difficult as the security guard spoke no English, and we had to use a translation app on the security guards phone without assistance from staff. This was particularly frustrating as the bar is advertised as remaining open until midnight for paying guests, although it closed at approximately 11:25pm that evening.
6. Drug Dealers Outside the Hotel
This was by far our biggest concern. The small park opposite the hotel was regularly occupied by individuals openly approaching people and offering drugs, including cannabis and cocaine.
My husband, daughter (aged 11), and I were approached multiple times. Other members of our group, including families with children aged four and five, experienced the same. The individuals remained there throughout the day and late into the night.
Reception advised us to contact the police whenever we were approached, which we understand, as the issue was outside the hotel’s property. However, had we done so every time, we would have been calling the police daily. It left us feeling uncomfortable and unsafe when leaving the hotel.
7. The Surrounding Area
Compared to our previous visit, the area felt significantly less safe, particularly after around 7:30pm. Large groups of young adults regularly gathered nearby, and many of the women in our group did not feel comfortable walking to the local shop alone. We often travelled in groups or sent the men together instead.
8. Cleanliness of Public Toilets
One evening, within the space of approximately two hours, there were serious hygiene issues in three separate public toilets.
At around 8:30pm, someone had defecated in the sink of the accessible toilet behind the bar. By 10pm, another toilet near reception had been soiled, and by 10:30pm the men’s toilet near the children’s pool had been left in an unacceptable condition.
We appreciate that the hotel cannot control every guest’s behaviour, but seeing multiple incidents like this in a family-focused resort was extremely unpleasant.
9. Excessive Intoxication
Most people enjoy a drink while on an all-inclusive holiday, and that is to be expected. However, there were several occasions where guests appeared severely intoxicated and were causing disturbances.
During our first week, there were two incidents involving domestic disputes that were witnessed or overheard by guests and appeared to be alcohol-related. While the hotel cannot control alcohol consumed elsewhere, we felt staff should consider refusing service to guests who are clearly intoxicated, particularly in a family resort where children are present.
10. Wet and Slippery Floors
To move between the children’s pool and the larger pool, guests must pass through reception. Last year, mats were placed on the floor to help prevent slips caused by wet feet. This year, those mats were absent.
Within our first hour of arriving, one of our friends slipped on the wet tiles and injured her knee. The floor became extremely slippery throughout the day and presented a genuine safety concern.
We reported all of these concerns to both hotel management and the Jet2 representative during our stay.
It is unfortunate because there is still much to like about Pineda Splash. The staff were consistently friendly and helpful, the hotel itself was clean, and the food was good, although somewhat repetitive. We also continue to think the reusable drinks card system is an excellent idea, helping to reduce waste and keep tables clear.
Sadly, due to the changes we experienced both within the hotel and in the surrounding area, we will not be returning. This is particularly disappointing as we genuinely believed this would become our family’s regular holiday destination for many years to come."
