"We feel this hotel was seriously misrepresented.
The most disruptive issue throughout our stay was the constant power cuts. Electricity failed multiple times every day, affecting both our comfort and the facilities available. In fact, while writing this complaint from the hotel, we experienced five separate power cuts. This is simply not acceptable for a hotel marketed as four-star. When we spoke to the hotel about this issue, they told us that it also had been affecting their security. This led us to feel very unsafe while going to sleep at night, so we then had to barricade our door to feel safe enough to sleep.
The hot water was equally unreliable. Most of the time there was no hot water available for showers, and when there was, the temperature fluctuated constantly between freezing cold and scalding hot, making it impossible to shower comfortably.
The quality and variety of the food was extremely disappointing. The selection was limited overall, and for guests who do not eat meat there was very little choice beyond different variations of potatoes at almost every meal. Even more concerning was the quality of the food itself. On several occasions, hot food was undercooked, including dishes containing raw batter and undercooked fish. This raised genuine concerns about food safety. We frequently found hairs in our food too.
The lack of food labelling was particularly alarming. Many dishes and sauces were left completely unlabelled. I unknowingly ate food containing chicken because it appeared to be vegetarian, and another sauce I believed to be caramel turned out to be peanut butter. Had I, or another guest, suffered from a severe nut allergy, the consequences could have been extremely serious. Clear ingredient and allergen labelling is a basic expectation in any hotel, particularly one advertised as four-star.
Although the pool area itself was attractive, there were far too few sunbeds for the number of guests staying at the hotel. As a result, despite paying for an all-inclusive holiday, we were often forced to leave the hotel and pay to hire sunbeds at the local beach if we wanted to spend the day relaxing. This should not have been necessary.
One of the reasons we chose this hotel was because it advertised pottery as one of its activities. Upon arrival, we discovered that this activity was not offered at all. This was misleading advertising and influenced our decision to book.
The evening entertainment was also greatly exaggerated in the promotional material. Rather than the high-quality shows that were advertised, the entertainment was basic and repetitive and felt more suited to a children's holiday club than an adults-only hotel.
Another issue that had a significant impact on our enjoyment of the holiday was the behaviour of entertainment staff member. As two young British women, we were repeatedly singled out during activities despite politely declining to participate on numerous occasions. This made us feel uncomfortable throughout our stay.
After we declined an invitation to take part in one of his shows and dance with him, he stopped translating announcements into English for us. We found this behaviour both unprofessional and inappropriate, and it left us feeling deliberately excluded.
I would like to acknowledge that the hospitality staff were genuinely welcoming, friendly and hardworking. They were one of the few aspects of the holiday that reflected the standard we had expected.
Overall, we feel that this holiday failed to meet the standard that was advertised in numerous respects, including the facilities, food quality, entertainment, advertised activities and overall guest experience. Had these issues been accurately represented before booking, we would not have chosen this hotel.
Considering the price we paid, we are extremely disappointed and feel we did not receive the four-star holiday we purchased.
Upon making complaints direct to the hotel and then Thomas cook in which we booked through. The hotel refuse to acknowledge their faults. We shall be reporting to trading standards."
