"I’ll start with the positives:
The hotel is recently refurbed, so stylish and modern - rooms are nice and we found them to be clean and decent sized even with a an extra bed / cot in ours plenty of space to move around.
The food is as you’d expect for a budget all inclusive - all tasted fine but a bit repetitive by the end of a weeks’ stay. The drinks were also exactly as you’d expect.
The staff customer facing were all lovely and really welcoming / engaging with kids - especially Ebru from the kids pool bar!
The kids splash park and slides are great and sunny all day - although the big pool is too small as other reviews all say, by the time people put all giant inflatables in you could only really find a spot to float in, definitely no swimming and its got worse when the activities were in taking up more room.
Now to the not so positive bits:
The sun bed wars are ridiculous as the hotel shades a big chunk of the pool all day - people put towels down at the evening entertainment the night before and staff allow them to so they are all reserved stupidly early. We saw people reserving them during a 4am fire alarm evacuation (no joke!). The kids splash park is even worse, it opens 10am and we queued for 30+mins each day, front of the queue only to find most of the beds were already reserved …. We eventually realised people were lifting their kids over the wall at the front after pool hours to put towels down. Again, simple for management to solve by clearing all towels off on a morning when they do their checks before opening but they don’t bother which fuels the sun bed war.
The main pool is swept and cleaned each day so always looks great, unfortunately the same can’t be said for the kids splash pool - we never saw it cleaned once in a week and the same multiple plastic fake toenails that had snapped off a resident remained blowing in the wind around the sides as long as our stay!
The staff on the ground public facing are all lovely, really friendly and welcoming - but unfortunately management’s approach appears to be to deny any issue exists rather than communicate, we had a few examples in the week:
- The pools opened with the water cloudy one day we couldn’t see the bottom of the kids pool. We asked them if they could check the levels, without looking the manager stated it is checked every morning and there is no issue. When we pushed to tell them to come out and look, sure enough there was an issue and it hadn’t been checked that day clearly.
- The fire alarm went off at 4am, can’t be helped but the night staff didn’t communicate to any one and didn’t seem able to understand the fire panel. They even said it wasn’t their role to tell us we could go back inside and expected guests to pass the message via Chinese whispers !
Staff didn’t leave the reception desk to check the building and didn’t know how to turn the alarm off, just told us to ignore it and go back inside. Numerous residents had similar concerns to us not feeling safe.
When we spoke with management the next day their initial stance was to tell us that we should not have evacuated when hearing a fire alarm without being told to do so, they said we should have just ignored it staying in the room with our two very young children (!!!) … again very defensive and no acknowledgment of our concern which was disappointing
- Lastly a child pooed in the kids splash pool which closed the pool (understandable and can’t be avoided). The lifeguard was quick to act whilst also running the slides. It was initially due to be closed for 2hours, but when we went to ask management about 3-4hours later nothing had been done and only then did a cleaner turn up to start scooping it out. A lot of time wasted and guests lost most of the day from that pool as the main pool couldn’t cope.
The hotel absolutely has potential to be a nice budget, family friendly all inclusive - but still some work to be done"
