Electra Beach Holiday Village

"Formal Complaint: Electra Holiday Village, Ayia Napa, Cyprus I am writing to make a formal complaint about our recent TUI holiday at Electra Holiday Village in Ayia Napa, Cyprus. TUI advertised and sold this property as a four-star, family-friendly hotel, but our experience fell far below the standard reasonably expected from that description. Facilities were not as advertised The hotel was advertised as having a spa, but there was no spa available. One of the swimming pools was also closed, with no prior warning or clear indication before our arrival. These facilities formed part of the holiday we believed we were paying for, so their absence significantly affected our stay. Unsuitable and poorly maintained room When we arrived, we struggled to get into the room because the door did not open widely enough to allow us and our suitcases to enter properly. The room was also damaged and poorly maintained. Some wardrobe doors had been screwed shut, there was an unpleasant smell coming from beneath the sink, and the room did not appear clean, spacious or maintained to a four-star standard. The cleaning service was unacceptable. We waited four days after arrival before the bedsheets were changed, and I eventually had to ask reception what the hotel's cleaning regime was. On two days during the week, housekeeping did nothing other than empty the bins. Fresh towels were not provided regularly, meaning I had to go to reception repeatedly to request them. In our experience, a four-star hotel should provide clean bathroom towels and pool or beach towels routinely, without guests having to ask every day. Inadequate and repetitive food The food was repetitive, limited and unsuitable for a family holiday. Food advertised at the bar included cheese toasties, omelettes and other choices, but every day the only food available appeared to be chicken nuggets and chips. This was particularly difficult because we travelled with a child who has additional needs. Signs in the restaurant instructed guests with dietary or food requirements to approach the chef, but when we did so, the chef could not identify or prepare a local Cypriot pudding. We received no meaningful assistance in finding suitable alternatives. As appropriate food was not consistently available, we incurred substantial additional costs taking the children elsewhere and buying suitable food for our youngest child. This should not have been necessary during a family holiday for which meals and advertised food choices had already been paid. Little or no family entertainment The hotel was promoted as suitable for families, yet there was virtually no entertainment. During our stay of 10 nights and 11 days, the only entertainment was a singer on approximately three evenings. This was entirely inadequate for a hotel marketed as a family holiday destination and resulted in further expense because we had to take the children elsewhere. Unable to contact TUI or report the problems There was no TUI representative regularly available at the hotel. While I understand that an on-site representative may not always be provided, the alternative support channels also failed. The TUI app was not working, so I could not access the relevant support or complaint service. The telephone number provided did not work while we were abroad. The hotel manager eventually arranged for a TUI representative to attend, and we were told that a complaint needed to be submitted while we were still on holiday. I then spent three days trying to submit the complaint through the TUI app portal, but it did not work. The telephone numbers also remained inaccessible. I therefore emailed TUI while still abroad and was told to wait until I returned home before submitting my complaint. After returning home, I received a telephone call and explained the issues, only to be told that the complaint should have been raised while we were on holiday. This was extremely frustrating and contradictory. I made repeated attempts to report the problems in resort, including by email, but TUI's systems and contact methods prevented me from completing the process."

"Easy transfer from larnaca airport, only 45 minutes We arrived at 0200hrs and had a nightmare checking in. The staff member couldn't find our booking and did t know how to use the computer system. We eneddd up fi ding our booking on their system so that he would give us the key to the room. Room was good size. A twin room means 1 bedroom and a living room! Air con had problems for 3 days but was finally sorted. Pool is good size but it's like taking a bath. The water is quite warm. Food - breakfast is not good. The cereals are like cardboard, the hotel food is left until it's gone and the restaurant is not air conditioned. Lunch was better but go early to avoid the food sitting for too long. Dinner was awful, we had paid for all inclusive but eneded up going out to eat in the evening. Evening entertainment is awful Day time the staff try and engage but it's very low level. Staff at the hotel are lovely and really do try hard to accommodate every request. Small beach is good but take water shoes as it's very rocky. €10 for 2 sunbeds and an umbrella for the day. 20 minute walk into ayia napa which was a saving grace. The strip is 2 minutes form the hotel and is full of bars, restaurants and shops. Supermarket 1 minute from the hotel with sensable prices for sun tan lotion etc"

"We had a great time with my family The hotel is new, the room was clean, The pool was very clean, the food very good a very nice place for the family The staff are polite and provide pleasant service, We want to thank the bartender Jérémie who made my children happy, always smiling and positive, we love you and I recommend this hotel to everyone."