"This hotel is listed as a 5*, with this rating and the expensive price tag, comes expectation for a great holiday. I didn’t expect to come here and feel uncomfortable and count down the days to go home. The service was probably the worst I’ve ever received on any holiday, which is crazy considering this hotel is supposed to be a 5*.
We arrived at approx 1am on our first day and had not eaten for hours due to travelling. We asked at reception if there was a restaurant open at which we could eat. We were told that there was, however we were not given any direction on how to get there. We reattended reception where the receptionist was sat with his friends watching us stood awkwardly waiting for acknowledgment. He then reluctantly came over and said yes there is and pointed again in the direction out of the lobby. This was no help as there were no maps or signs and we had just arrived and not been given a tour, so obviously had no idea where anything was within in the hotel. It was confusing as there were lots of doors painted grey and no signage.
We then ended up going to multiple different bars asking if they served food. To get given an awkward look by staff members and told no. We told them that we were told the receptionist that there was a restaurant open until 2am. We then had to ask the staff emeber to show us where the restarunt was because we had just arrived. We finally arrived and the food was cold and not very nice.
I think there was one staff member who smiled at us during our entire visit. The rest were rude and looked extremely uninterested and as though they didn’t want to be there. I appriciate that it was the end of the season, however its just not good enough. There were multiple occasions at which you would go to a bar and not even be acknowledged by someone. The food in the afternoon in the bungalow was the only food that was enjoyable and served hot. However, when staff brought the food in they did not know where they were taking it when it was busy. They were constantly taking incorrect meals to incorrect tables. There was a femlae working in this bar/restraunt, along with multiple males. The males literally did the bare minimum whilst she ran around doing everything. One day we saw her visibly upset due to how the male staff were treating her.
The QR codes around the pool timed out very quickly and sometimes the drinks wouldn’t come. On one occasion I was told the bar service has closed now, which is confusing. As surely the facility to order on the app should be switched off and customers should be made aware that this is no longer an option instead of waiting for a drink that is not going to arrive.
The food selection at meal times was extremely repetitive and the food was lukewarm at best, but mainly cold. Making no meal enjoyable. For us the whole point of coming to an all inclusive is to cut the price on the amount you would spend on food and drink. However, we were left hungry and dissatisfied, often eating soup as it was the only thing that was hot.
The bottles water that were served in the restaurant were warm and had not been stored in the fridge. Breakfast finished at 11am and best believe at 11 on the dot, everything would be removed. This made you feel uncomfortable if you were sat in the restaurant and rushed. This happened at all meal times, making for an unpleasant experience. The lights that were there to keep the food warm were switched off and the food was all removed rapidly, even when guests were still putting food on their plates.
On some occasions at the sun and moon bar the bartender would take the glass into the back and make the drinks. When usually they were all poured at the bar in front of the guests. This was a cause for concern as we were both unwell and sick during our stay. On another occasion we went to the late night food bar. As we had not eaten at dinner and were hungry. We were served pink chicken in a wrap and an uncooked burger. We were also served drinks in dirty cups (Photos attached).
On multiple occasions the staff were too busy gossiping rather than paying attention to guests needs. There is a pasta station where you could ask for certain ingredients to be made fresh. We went over to order and stood there awkwardly as staff ignored us, before one staff member waived over another. We then ordered and asked for a mix of the cream sauce and tomato sauce. As a creamy tomato sauce is something that we often have in the UK. We were given a snotty look and told, no you can’t have that. After my partner had said a few times that she had had this before he then stood on his phone at the station whilst she stood waiting for him to start cooking the food. At this point I had already walked away, and said I didn’t want anything as I didn’t not feel we should have to argue to be served what we had asked for and made to feel uncomfortable.
There were connection issues with the Netflix on the TV, the weather wasn’t great, therefore there were some occasions when we wanted to stay in the room due to the weather and not feeling well. The swivel chair that was situated at the dressing table had broken and the screws had come out of the bottom of the chair. My partner stood on one of the screws and this cut her foot.
When checking out on our final day we were asked how it was. I told them that we had been disappointed by several things, to which we were asked what these were? We were informed that there is usually a cost of 50 euros per person to use the facilities after checking out on the final day (our airport collection wasn’t until 8.45pm) . I stated that we arrived at 1am on our first day, therefore the final day was one of our 7 days that we booked for the holiday. The receptionist looked at me and said well you lost a day didn’t you?!. Fortunately they stated that they would not charge us as we were not happy with the holiday. This was good as there was no way I would have been paying anymore. I am beyond disappointed with this hotel and the experience. I have never felt the need to write a negative review before. However, I want to urge others not to book this hotel as you will be greatly disappointed."
