"This holiday was booked through Jet2. The hotel was rated as 3.5*. I had booked all inclusive accommodation in the “Adult Only” area of the hotel.
I will address each of my complaints by area of service.
1. BAR & DRINKS
The only bar in the ADULT AREA was located at the swimming pool. It was small with very limited seating.Though it was the only bar in the Adult Area there was no entertainment of any sort in the evenings. If you wanted entertainment in the evening you had to go over the road to the FAMILY AREA. I booked ADULT ONLY so that I didn’t have to be surrounded by noisy children.
The staff at the pool bar, if you could find one, we’re very unprofessional and would ignore guests while they were talking or texting on their phones AND you would not be acknowledged or served until they had completed their personal calls.
The drinks served were of very poor quality. The wines tasted like diesel fuel, absolutely disgusting. Therefore I chose Gin & Tonic. I would generally expect a slice of lemon or lime with a G&T. When I asked if I could possibly have a slice of lemon or lime I was met with a shrug of the shoulders and told “We don’t do it” I asked him was it because he had run out and needed to fetch some he replied “We don’t do it “. I asked him if he could get some from the kitchen which was next to the bar, he said “NO” slammed my drink down and walked off. A female guest who was behind me said she filled a bag with slices of lemon from the breakfast buffet for her drinks throughout the day. I couldn’t believe that guests had to resort to filling a bag with slices of lemon at breakfast for their drinks when there was a fridge behind the bar. When I asked the staff why guests had to take slices of fruit for their drinks from the breakfast buffet when they had fridges behind the bar they just shrugged their shoulders and ignored me.
The tonic was dispensed from a mixer machine which was always playing up. The tonic came out like a thick, flat (not carbonated) sugary syrup. Making the G&T disgusting and totally undrinkable, thick and putrid. I asked if they had bottled tonic water. I was told NO.
When hot drinks and pastries were served in the afternoon there was never any milk. When I asked for cold milk for my tea I was told there was none and I should use the potted coffee creamer supplied. This is for mixing with coffee NOT tea. I asked again if they could fetch some normal cold milk and was told “NO” then ignored.
The bar staff were unhelpful, unfriendly totally unprofessional in their dealings with guests.
2. DINNING
The food for the Adult Area was transferred from the main kitchen in the Family Area. By the time it was served to us it was generally cold and tough. INEDIBLE
The main courses at all meals I can only describe as takeaway, fast foods. Chips, chicken nuggets/strips, onion rings. The salad was often warm and limp and the selections of accompanying sauces/dips had turned in the heat.
The one evening our meals were cold when presented. When myself and other guests complained to the staff we were directed to a microwave cooker. I was disgusted and horrified that this was the only response we received from the staff. Along with others I threw my meal in the bin.
I went to the Family Area in the hope that as it was the larger restaurant the selection and standard of food would be better. I selected a chicken quarter of the which appeared well cooked with crispy skin but when I cut into it that meat was pink/ uncooked. Even the hotel cat refused it, eating the skin leaving the meat.
Another night I selected a turkey steak with salad as my main course. The turkey steak was so tough that you couldn’t even cut it. Other guests also complained and there was a large and loud argument between the guests and staff.
On numerous occasions staff behind the hot plate would be smoking and handling the food. Again totally disgusting and unacceptable.
Apart from the evenings when I went out of the complex and paid for meals, I lived on fruit.
Ice cream was supplied as part of the all inclusive package but was only available in the Family Area. This meant going from one area of the hotel to the other area across the road. Surely a small freezer with ice cream could have been installed in the Adult Area
When I have paid for an all inclusive holiday I don’t expect to have to go out of the hotel and pay for edible meals or to have to cross roads for something as simple as an ice cream.
3. ROOMS /HOTEL LIFTS.
My room was 1506
The rooms were nicely presented and generally kept clean.
The walls between rooms were not insulated against noise at all. You could hear everything in the adjacent rooms including when people were using the ablutions (toilet). Embarrassing for everyone.
The shower was intermittent. When turned on water would run for a minute or two then stop and you would have to wait, covered in soap and shampoo before the water eventually flowed again but at a scalding temperature. No sooner than it reached a safe temperature it stopped again.
The lifts were often out of order and only had a small capacity, maximum of 4 persons. This meant there were often long waits to get into a lift.
4. POOL And SUNBATHING AREA
The pool was lovely, warm and clean.
However the handrail on the steps was loose and rocked from side to side. I didn’t feel safe using it. There were elderly people and people with disabilities who complained to staff but yet again it fell on deaf ears and nothing was done to resolve the issue. Health and Safety!
The sun lounges were of a beautiful design and looked great around the pool terrace. Unfortunately they were not designed for comfort. This was made worse for guests as no cushioning mattress were supplied. Again complaints were ignored and like many guests I went and purchased a blowup mattress to place on the sun lounger. NOT something I expected to have to do.
5. JET2 AGENT
Fatma the JET2 agent. I found him to be very approachable, helpful, friendly and professional.
When I raised my complaints with him he was already aware of the issues as other guests had complained about the same issues. I witnessed him having heated exchanges with management and staff on behalf of myself and others. Somethings did improve but only until the next day then it was back to what appeared to be the normal low standards for the hotel and staff.
6. GENERAL
I have traveled extensively and I can honestly state that this was the worst hotel I have ever holidayed at.
The staff at all levels were totally unprofessional in their attitude and service to paying guests. The food was generally very poor in selection, presentation and standard, as I stated totally inedible.
Like the majority of people staying at this hotel I have had to work and save hard to pay for my annual vacation. The location and amenities in the local area are fantastic. But the whole holiday was destroyed by my experiences in your hotel.
3 Star. the only rating I would give the IDAS HOTEL would be ZERO STAR and I would not recommend your hotel to anyone. Absolutely terrible"
