"We were allocated room A16 a ground floor room adjoining the pool area. A wall about, a metre high, separates the patio of the room from this area. Access to the pool area can be made by a rear gate adjoining the street that is code controlled.
We then experienced the following problems;
1. The patio door lock was broken. Instead a small bolt was fixed to the top of the door which, in my opinion, was wholly inadequate, especially as the screws securing the lock were loose. I reported this to reception. Maintenance men attended but decided the lock was adequate and conducted no repairs. They were rude and dismissive. On many occasions ,at the hotel ,I saw people following others in through the coded gate. In my view the lack of a proper lock on these doors rendered the room unsafe.
2. The room was poorly maintained and unclean. There were chips on the toilet seat and hairs in the hinge of the seat. The shower sealant was broken which meant it was extremely dirty. Ants are a fact of life in this area but there was a huge trail of them marching across the wall of the patio. You could not sit out there.
3. There was only a limited view of the sea from the room which could best be described as a partial sea view and in no way represented the photos on the site. A large permanent umbrella was directly in front of the patio window
4. Conduct of Staff- We reported the above matters to Nicole at reception. She was unhelpful and not just rude but, aggressive and hostile. She accepted that the lock was inadequate but said the parts had been ordered to repair it. On all the other points she believed the room was acceptable. She said nothing could be done but that we MAY be allocated another room tomorrow as the the hotel was fully booked until then.
5. Management- the morning of 24/6 we spoke with Nicholas one of the Managers. Whilst he was civil he was extremely dismissive and did not accept there were any problems with the room. Apparently none of patio doors in the hotel are secured with locks and are all fitted with bolts. I pointed out that this was unsafe and he said, “if they are going to get in, they are going to get in!”. They did at 1300 that day let us occupy a room on the first floor. It was fitted with the same bolt on the patio but as it was the first floor I believed this was acceptable. At no time did anyone apologise for our treatment.
6. Fortunately we had only booked breakfast. A major disappointment, a canteen not a restaurant. Limited choice, only one type of cheese for example. Spoiled the eggs by cooking too long or for not enough. On the rare occasions that you could find anyone at the egg station they wouldn't generally flip the egg and when they did they broke them. Cold eggs on the tray. Drinks out of a machine 'hot' drinks were cold at best lukewarm warm. the aerobic gym equipment was rusted and did not work.
But, to summarise the room we were allocated was unsafe, unclean, poorly maintained and without the promised sea view. The staff were hostile and unhelpful.
We were both distressed by the experience and my wife did not sleep on the first night. We spent many hours trying to resolve the situation and in effect lost the first 24 hours of the holiday. The experience ruined our whole holiday.
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Date of stay:June 2026"
