"Upon arrival from the TUI coach that wasn't delayed, hotel reception advised my girlfriend and I that we only had 25 minutes left to have any food in the form of snacks from the bar downstairs. When we asked for food, even though it was 25 minutes before food stopped being served, we were told no more food was being served, even though we could see the self-serve burgers, hot dogs and fries all out under the heat lamps still but chained off. We complained to reception who advised that they have their schedules that cannot be changed. Told of the places to eat down by the beach. I'm disabled with Multiple Sclerosis, as they could see, paying all inclusive, to be told that no food is available and i have to walk 10mins at least to go to a place to pay for food. We had to order from Just Eat. This was unacceptable from the service we had paid for and expected. TUI advised that the hotel's schedule is fixed and cannot be adjusted and that i would not be reimbursed for the food order and the inconvenience, even though i explained how I was disabled with Multiple Sclerosis.
The hotel has a large number of guests staying at the facility, so it's very very noisy at breakfast, lunch and dinner in the large dining hall. The hotel staff carry out their service and that's all, nothing further. This was so obvious whenever asking a member of staff for anything, bar staff, receptionists and 'lifeguards' advise you readily on what you cannot do, even when asked for assistance.
Ben, the bar waiter was such a nice person, so helpful and friendly with me given my disability, which made the contrast with other members of staff much more obvious. Throughout the facility are signs of what you are not allowed to do. This, with the bare minimum service that staff carry out almost makes you feel that being there is an inconvenience for them. If you are mobility disabled and use a walking stick or crutches, do not use the only toilets downstairs. I have a flexyfoot walking stick and crutches but still i slipped and fell twice in my 4 night stay because of the tiled floor and water from the pool. When i lost grip and fell for the 3rd time at reception coming into the diner, thankfully this time a security guard and 2 members of staff helped me to a dining table before my girlfriend came to meet me from the other side of the hall in tears, because at that time, she could only get us a seat there, very far away.
Good luck if you ask for a late checkout by the way!
Moving forwards, we will never use TUI services again nor stay at a Rules Rules Rules Estival Group location given how we've been treated."
