"We booked this hotel for a quiet getaway, but unfortunately, the pictures online were completely different from what we found in reality.
Let’s start with the room. We specifically chose this hotel because the pictures showed bathtubs in the rooms. However, when we arrived, we discovered that the bath could not actually be used because there was no tap or plug for it. Only the shower above the bath was functional. This was extremely disappointing and should be clearly stated on the hotel’s website. I recently had knee surgery and specifically chose this hotel so I could have a bath every day, which unfortunately never happened.
The air conditioning was extremely loud, but it was impossible to sleep without it, leaving us with no choice but to sleep in a very noisy room. The Wi-Fi was also absolutely terrible, particularly in the hotel rooms.
The bed was extremely uncomfortable. There was no proper blanket, only a sheet, and we were initially given two very flat pillows. We had to ask for five additional pillows just to make the bed somewhat comfortable. As a result, we had six nights of terrible sleep.
We were given two key cards, but despite this, we were locked out of our room many times because the lock repeatedly stopped working. We had to return to reception at least twice a day to have the key cards reset. This was incredibly frustrating, especially as the reception staff showed very little understanding or willingness to help. The one positive thing I can say is that the housekeeping staff did an excellent job . They were lovely, friendly and hardworking.
Unfortunately, the rest of the hotel was a completely different story. The reception staff were particularly unhelpful regarding the ongoing key-card problem. There was no apology, assistance or understanding, and on several occasions we found them rude and unhelpful.
The entire hotel is in desperate need of refurbishment. There were leaks, holes, peeling paint and mould throughout the property. Even more concerning, we saw cockroaches around the hotel, which was absolutely disgusting.
The restaurant was particularly unpleasant. It did not feel properly cleaned, with crumbs left around the food area, and we saw several cockroaches on the floor while eating. This was extremely distressing and made us feel uncomfortable about eating there.
Another disappointment was the chocolate fountain with strawberries. Do not let the pictures online fool you into expecting fresh strawberries. While the hotel advertises what appears to be fresh strawberries, in reality we were given frozen, defrosted and very soggy strawberries served in a bowl. Again, the pictures created expectations that were simply not met in reality.
The hotel also advertised a fitness gym/fitness centre in its online pictures, which was another reason we chose this hotel. When we asked the staff for directions to the gym, the staff actually laughed and told us that they did not have one. This was incredibly disappointing and misleading, as the gym was clearly shown in the hotel’s online advertising. If a facility is no longer available, the hotel should remove those pictures from its website rather than continue advertising something that does not exist.
The hotel also appeared to be seriously understaffed, which resulted in very long queues for drinks. When you have paid for an all-inclusive holiday, having to wait around 20 minutes just to get a drink is extremely disappointing.
We paid over £1,350 for a week-long holiday for two people, so this was certainly not a budget-friendly stay. Unfortunately, the experience was nowhere near what we expected from the pictures or the price we paid.
Overall, this was one of the worst hotel experiences we have had. The difference between what is advertised online and what you actually experience at the hotel is extremely disappointing. Sadly, I cannot recommend this hotel and would strongly advise other travellers to look carefully at recent reviews before booking."
