"**Title: Beautiful Hotel with Wonderful Staff, but Not Quite the 5-Star Experience We Expected**
We recently stayed in a Junior Swim-Up Pool Suite and, overall, we had a lovely holiday. The hotel is beautifully designed, very clean, and the staff, on the whole, were friendly, helpful and hardworking. They are a real credit to the hotel and always willing to assist.
However, considering the overall price we paid, we expected more from what is marketed as a 5-star hotel.
The biggest disappointment was the food. There was a good variety, but much of it was only lukewarm or cold when it should have been served hot. At breakfast, guests had to collect their own tea and coffee. In a 5-star hotel, I would expect hot drinks to be served at the table, making breakfast a more relaxed experience.
Our Junior Swim-Up Pool Suite was modern, spacious and comfortable, but it lacked some of the finishing touches you would normally expect at this level. Simple additions such as a box of tissues, more hooks for towels and clothing, extra drawer space, better-quality toiletries and a bar of soap would have made a noticeable difference.
The swim-up pool also needed cleaning during our stay. I reported this to reception, but unfortunately nothing was done. I also feel that pool towels should be changed daily rather than reused, which is something I would expect from a luxury resort.
The evening experience could also be improved. The bar staff worked hard, but with only one bar open at night there wasn't enough seating, particularly if you didn't want to sit on the rooftop terrace. More seating and another bar open in the evenings would give guests much more choice and create a better atmosphere.
The evening entertainment was disappointing. On one Saturday night, the entertainment was a dance class, which felt completely out of place for a weekend evening. Activities like this would be much better suited to the daytime or afternoon. Saturday nights should offer entertainment that guests can simply sit back and enjoy, such as live music, a singer or another professional performance.
Another area that could be improved is the information provided about the local area. There was very little information available on nearby walks, places to visit, bus services, taxi information or local train timetables. Reception staff were happy to help when asked, but it's difficult to know what to ask when there is no information available. While some information may be available through the hotel's app, not everyone wants to rely on a smartphone while on holiday. Printed maps, transport timetables and local information in reception would be a valuable addition.
Despite these comments, we genuinely enjoyed our stay and had a relaxing holiday. The hotel has many strengths, particularly its excellent staff and attractive surroundings. With improvements to the food, evening facilities and entertainment, local information, and a few extra touches in the rooms, it would provide the true 5-star experience that guests are paying for.
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