"I recently stayed with your establishment for a weeks holiday with my friend and my son. We had heard some negative reviews about food, cleanliness and staff attitude. We always ignore these and like to make up our own mind from our own experience.
It appears as with most all inclusive type holidays, food is prepared, put out to buffet and not hot when customers taking from buffet service but despite negativity about menus, always had a varied option and mostly catered for all tastes. Slight disappointment was cleanliness of crockery and glassware. Staff in restaurant areas attentive and cleared tables quickly to allow guests to avail a seat.
Some areas of cleanliness around shared areas were of concern, within restaurant it had regularly wet floor with slip, trip hazards. Of our party one walked with crutch which was immensely impacted with wet areas, one had recent knee surgery and another had mobility issues making falls likely to happen with hazards.
This also continued throughout lounge/reception areas as appeared mopping area was left more wet than necessary. It is luck that none of party impacted greatly.
Room cleanliness was good with maid attending daily however initially an aroma was in room (maybe previous guests smoked in room). Not a nice environment to walk in to after a long day travelling. One of party is a smoker and always went outside. Once room aired was better for rest of stay.
There were some evidence of ants throughout hotel however not a huge issue. We did see a large cockroach within lift shaft. Due to travellers being on 4th floor and with mobility issues within our company, we had to use lift. Only one in service which was always busy and frequently had to wait exceptionally long to use due to volume of people using it.
On the whole staff attentive to needs and warm towards guests. We could have forgiven most of these issues however our stay was destroyed by attitude of staff when one of party used stairs and fell. Was found with all staff watching and when approached for help male reception member clearly said no when requested help! Once help achieved from another guest then approached asking if everything ok which it clearly was not. No attempt to assist or check on welfare until others intervened.
The guest who had fallen down does have unsteady gait due to previous injury, collapsed onto stairwell between floor 3&4 and was at whole time visible by reception. A number of staff were witnessed watching him. He also is an insulin dependant diabetic and staff did not consider was a medical cause. It took him contacting us by phone to say legs too weak to stand before help arrived by ourselves and other guests. One of guests (also diabetic) assisted by checking his blood sugar and ascertained was lower than ideal. Our party member was also refused entry to dining room prior to his attempt to go up to room to avail snacks as was aware himself needed food.
Again staff attitude did not see past a possible medical issue and can assume they thought was alcohol.
I wholeheartedly believe staff misconception, attitude and treatment fell very short of standards and can see why such negative reviews exist.
I want to make you aware of this and hope no other customer has to be treated in such a cruel way, ignoring fact a person may have genuine medical issue going on. Our party, and with help of other guests, avoided this being a disastrous outcome. Rest assured if injuries appear to be have been caused due to this we will be seeking legal advice for any consequences due to inaction of staff or their attitudes contributing to harm. It certainly has made our weeks holiday disappointing and not enjoyable to be subjected to this. We will never recommend this hotel and will be discussing with travel agent the poor trip advisor reviews, confirming how true they are, having now had first hand experience of staffs attitude and behaviour."
