"Unfortunately, our experience at Fergus Cactus Garden has been disappointing, particularly considering that this is advertised as a 4-star hotel.
When we arrived, the first room we were given was in a very poor state of cleanliness: a stained mattress with what appeared to be mould, numerous cobwebs, stains on the walls and floors, dirty bathroom fittings and an overall lack of proper cleaning. After reporting the problem, we were moved to a second room, but unfortunately this one also had cleanliness and maintenance issues. We therefore had to change rooms twice before finally being given a third room that was reasonably clean.
More generally, the overall maintenance and cleanliness of the hotel leave a lot to be desired. Around the swimming pool, we regularly noticed glasses, food and other rubbish being left for long periods without being cleared away. At the restaurant, we sometimes had to pick up several plates before finding one that was properly clean.
Regarding the All Inclusive package, there is a good variety of food available at the buffet, although the quality remains fairly basic. The drinks are also quite basic, with many well-known brands requiring an additional charge.
Following our complaints, the hotel did make an effort by giving us a wristband offering a 50% discount on certain drinks and items that normally require an additional payment, which we appreciated.
The hotel also has a rooftop bar with a beautiful view and great potential. Unfortunately, during our stay, we repeatedly found it closed, including at times when it was supposed to be open according to the advertised opening hours.
The rooms themselves are spacious, and the hotel is in a good location, with shops, restaurants and beaches nearby, as well as various activities in the surrounding area. Unfortunately, the lack of cleanliness and maintenance significantly affects the overall experience.
However, we really want to highlight the staff, who have been one of the best aspects of our stay. They are friendly, helpful and genuinely try to find solutions despite the issues with the hotel.
A special mention to Pablo and Berry, who have been particularly kind and helpful throughout our stay.
We would also especially like to mention Roberto at the bar. He is extremely busy and clearly has to deal with a very high workload, yet he remains friendly, welcoming and keeps smiling while doing his best to serve everyone. His attitude and professionalism deserve to be recognised.
Overall, the biggest disappointment is the gap between what we expected from a 4-star hotel and the actual level of cleanliness, maintenance and service provided. The location and especially the kindness of the staff are real positives, but unfortunately they are not enough to compensate for the other issues we experienced."
