"On my arrival, 24.01.2026, I asked for a room with a balcony on the upper level. I am a solo female traveller and don’t feel comfortable or secure on ground level accommodation, so I prefer an upper level.
I was told by the receptionist that because I had booked a "standard room" a balcony wasn't available for that category. If I wanted a balcony then I would have to upgrade it.
I had booked " a double room, single occupancy, with terrace OR balcony". However, the person at reception was very uncooperative. I asked her to speak to her manager (Karmen). The receptionist came back with the same answer. My room was a “standard room” and a balcony wasn't part of the deal. Then she said they had a “first floor” room and I should go and look at it. If I didn't like it, they would find something else for me. It was Room N 9008.
As I have discovered, “1st floor” has a different meaning from UK and Europe. It’s actually the “ground” floor. Furthermore, it was open and adjacent to a busy footpath.
I returned to reception with my printed booking papers where is quite clearly stated “double room with terrace OR balcony”. So I asked the lady at reception to explain to me where does it say that a “standard room” came only with a “terrace”. She couldn’t explain that and simply said that “they were fully booked and didn’t have a room available with a balcony”.
So I then spoke to the manageress by the name of “Karmen”. She apologised for the misunderstanding and told me that if I was prepared to pay an additional amount, they could upgrade me to a “suite” the next day since there was nothing available that day.
I asked how much it would cost and she said that “as a gesture of good will” I would be given a slightly lower price and was told that I should pay on the day.
Also my new room would be ready at 12 the following day. The next day I called reception and asked if should I come with my suitcase at 12.
Maria, the new (daily)manager I spoke to, said she knew nothing about the previous day’s arrangements. No proper information had been passed between the duty managers.
The price and the time she gave me then was very different from the previous day’s arrangement. And once again, she told me that I had booked a "standard room", therefore there was no balcony-room for the same price.
The way she and the ladies the day before, were talking to me, was like I didn’t understand what they were saying, or that I just making it up, which I found offensive and upsetting. I have a good memory and I do understand what I had booked and paid for.
So, after long negotiations I agreed to pay for a suite, for three nights. They gave me the key for my room at 13.30. Room number 511 B.
On arrival I have found that 3 electrical wall switches didn’t work. The kettle and coffee machines weren’t plugged into the wall socket and I wasn't able to do it myself, because of limited access behind furniture.
I decided not to make any big issues out of it at the time, as I wanted to enjoy my holiday.
The next day at 6 pm, I discovered that my suite also hadn't been made. So I went to reception. To begin with they told me that this is my fault as I put a ”Do not disturb" sign on the door, which I hadn't. Then they told me that nothing could be done, as the room maid had already left.
I did ask for a bottle of water, but got nothing.
The next day, when I was leaving for the beach, I saw my room maid near my door and said hello to her. I came back at 3PM - and my room had still not been made.
I then went to reception to be told that room had been serviced. Fortunately I had taken some photos just in case.
After the receptionist had seen those photos of my unmade room, she told me that they would report it to the housekeeping department.
I came back at 7pm, thinking about having a shower and getting ready for dinner. My room was still in a same state as I left it at 3 pm.
I made another visit to reception, to be told that room WAS made up.
There were no apologies, no “sorry” to a guest, who had paid quite good money for the accommodation, which wasn't even properly cleaned in two days.
Again I asked for a bottle of water. “Lucas” the receptionist, told me that water wasn't available for my booking.
My booking was "All inclusive" and I had upgraded to a suite, but apparently this didn’t include room drinking water.
My holiday was completely ruined by members of staff, who have not been properly trained by senior managers. Also it is an amazing luck of communication between members of staff at reception between themselves and the housekeeping department. "
