Magic Games

"We recently stayed here as a family of 10 and had a mixed experience. There are some excellent features and the staff have a foundation for an amazing resort, but too many issues prevented us from fully enjoying our holiday. THE POSITIVES There were several things we really appreciated during our stay. On my 40th birthday, the hotel suprised me with a cake, this was a lovely gesture especially as the weather was terrible. Our room was clean, comfortable and well-stocked on arrival. There was an Xbox in the room with a designated tv, I really like the convenience of all family members having a key to the room built into the wrist bands. The free land train around the resort was a fantastic addition, especially considering how spread out everything is. The snack bar at the waste park was good (we didn't find this until the penultimate day), and Aloha Bar was a pleasant place to spend the day, with plenty of space to swim, relax and dance. La Flama Grill was by far the highlight of our dining experiences. The food and staff were excellent. It was one of the few places we felt genuinely welcome. The Teen Zone was another big success with our children, who absolutely loved it. Parents need to be aware that children are allowed to leave freely, while adults are prevented from entering due to a locked door. In all honesty, we didnt mind standing outside for an hour or so. There was also some enjoyable shows at the Palace Dor, although entertainment became repetitive after a few days. THE NEGATIVES Unfortunately, the negatives outweigh the positives tenfold. The biggest issue was accessibility. We booked with 2 disabled family members and the resort is not particularly disability-friendly. It took 3 days to get a blanket and there was very little support available for guests with mobility issues. The "Ultra All-Inclusive" package sounds fantastic in theory, but in reality many facilities, restuarants and bars were repeatedly closed. We only managed to visit two of the four restaurants as they were unavailable or closed our whole stay. The rooftop bar never opened. Much of the resort felt under-utilised. Only two shops were open during our visit other than the supermarkets, tours only operated on specific days, and many of the attractions we had booked or planned to use were closed without notice. The food in the buffet became extremely repetitive. Most dished seemed to revolve around different pork-based variations from one day to the next. The children's options were limited, with chips often being the only thing they would eat. Desserts were disappointing and the ice-cream repeatedly ran out Dinoland was another disappointment. Guests only recieve 2 tokens, which really only covers 1 small ride. You are asked to pay an additional 10 Euros but most of the larger rides are broken. Luckily we decided to check the park before purchasing more tokens. After visiting once, there was very little incentive to return even though we could return 4 times on our pass. Maintenance throughout the resort was lacking. The air conditioning only worked on the first night. the balcony light didn't work, the Xbox controller suffered "drift", the indoor pool leaked from the roof so wasnt a haven from the bad weather we hoped for, there were cracks in tiles in most pools and visible wear around the entire resort. We were also informed that we would have to pay an additional 30 Euros to use the hot tub for 45 minutes. Our mothers shower had a permanent leak, our shower had a large crack, tiles in the room were chipped. The lifts stopped working. Power cuts. The decor generally feels tired and overdue a refurbishment. Housekeeping was inconsistent. The minibar and toilet rolls were only replenished once and we repeatedly had to request supplies. The resort app was frustrating to use. It promotes ease of use to book facilities, but often only informs you after several pages that something is closed or unavailable. There were also safety concerns. Female toilets rarely had locks. Lifeguards often seemed disengaged, with bar staff noticing inappropriate behaviour in the pool before Lifeguards did. On multiple evenings there were individuals congregating around the vending machine area, dealing drugs and shouting to guests within the hotel about supplying, yet no action was taken by the hotel. Hair braiding traders charged 5 Euros for one of my niece's to have her hair threaded and then when my other niece went to have hers done 10 minutes later, she threatened to cut her hair off if she didn't pay 25 Euros. She was very scared and only 11. Customer service was perhaps most disappointing. Staff generally appeared unhappy and uninterested from check-in onwards. Apart from one staff member, most interactions felt cold or dismissive. As someone who always makes an effort to speak Spanish when ordering food or making requests, to be told "just speak English, you are annoying me" was particularly disappointing and disrespectful. Finally, although this is not the hotel's fault directly, we encountered a great deal of rude behaviour from other guests, including pushing and queue-jumping, which further detracted from the overall experience. SUGGESTIONS FOR IMPROVEMENTS - provide mobility aids for hire at Reception - Provide seperate pillows instead of bolster-style pillows - Install fly traps around pool areas - flies were very unpleasant and on mass - Run tours throughout the week not just weekends or let guests know on check-in - Inform guests on check-in that they need to book everything on day 1 or they will not get access - Improve communication regarding closed facilities and additional charges -Invest in maintenance and refurbishment across the resort."

"Disappointing Experience – Poor Organisation, Understaffed and Not Worth the Money We stayed at Magic Games Hotel as a family, and unfortunately, the overall experience was extremely disappointing. For a hotel that promotes itself as a family-friendly, entertainment-filled destination, the reality was very different. Reception & Customer Service The reception area is constantly busy, and getting any assistance is incredibly difficult. Upon arrival, we were checked in without even being told where our room was, which direction the lifts were, where to eat, or where any of the entertainment facilities were located. It felt like the priority was simply to get us out of the way and move on to the next guest. There was no proper welcome, no explanation of the facilities, and very little effort to make us feel valued as guests. Hotel App & Entertainment The hotel app is practically useless. You are supposedly able to use it to organise activities, yet booking anything is extremely difficult or simply impossible. Some of the more appealing attractions weren't even listed on the app. For example, we wanted to experience the Enchanted scare walkthrough, but there was no option to book it. We then physically visited the attraction, only to discover it wasn't operating anyway. This sums up the overall lack of organisation throughout the resort. Activities are poorly communicated, availability is unclear, and guests are left wandering around trying to figure out what's actually happening. Theme Parks & Additional Costs Several of the parks and attractions look noticeably run-down and in need of investment. Another major disappointment is how much everything seems to cost on top of what you've already paid. For somewhere marketed as an all-inclusive family holiday, there are far too many additional charges. There also seems to be a clear divide between Premium guests and regular all-inclusive guests. Premium guests appear to receive preferential treatment, while everyone else can feel like an afterthought. Considering the amount of money families spend to stay here, this is unacceptable. Bars & Staff The Check Point bar regularly has enormous queues, often with just one member of staff serving everyone. This creates unnecessary waiting times, and unfortunately, our experience with some of the bar staff wasn't particularly pleasant either. They often appeared miserable, unapproachable and, at times, rude. Food & Restaurant The food was below average, with a very limited selection. There was little variety, and the menu barely seemed to change from day to day. For a family resort offering all-inclusive accommodation, we expected considerably better quality and choice. Children's Entertainment This was probably one of the biggest disappointments. The organisation of entertainment is practically non-existent. Activities feel thrown together rather than properly planned. The children's mini disco, for example, is more like five minutes of children jumping around in the hotel lobby, while other guests are trying to check in at reception. It's a completely unsuitable location for children's entertainment, and the whole experience feels like an afterthought rather than a dedicated activity for families. For a hotel that promotes itself around games, fun and entertainment, we expected so much more. The Positives To give credit where it's due, the room servicing was good. Our room was looked after, and this was one area where we had no complaints. Overall Verdict Magic Games Hotel has the potential to be a fantastic family destination, but it's massively let down by poor organisation, inadequate staffing, disappointing food and a lack of clear information. Everything seems geared towards getting guests through the door and then charging extra for the better experiences. Meanwhile, the basic customer service and organisation that should come as standard are severely lacking. We've spent a considerable amount of money on this family holiday, and I genuinely expected a much better experience. Would I recommend Magic Games Hotel? Unfortunately, no. Unless significant improvements are made to the customer service, entertainment, food and overall organisation, I wouldn't return."

"We are not really into hotels but the kids loved it here (3,9,15). The staff we are friendly ( especially the shark character and the games character). My 15 year old has special needs and they made here day dancing with her. I would recommend the ultra inclusive so you visit the other Hotels and attractions. It could do with updating in areas and sometimes it was a bit quiet. The beach club was nice.. They have made an effort with the Halloween theme. Our rooom was nice and clean. The games inside was a great it. My 3 year old liked Dino land and my 15 year old lived the k pop denom show..Thank you x"