"We arrived at Olive Garden Hotel late at around 11:30pm and were offered a sandwich and some fruit, which was appreciated after a long journey. However, the water provided was in glass containers and was full of black particles, which was not a great first impression.
We had booked a Superior Double Room but were initially given a family room. The room felt cramped, with two bunk beds that appeared to have painted wooden planks rather than proper safety rails, which didn’t seem particularly safe for children. The room was also quite run down, with cupboard doors hanging off, a very hard and uncomfortable bed, and an air conditioning unit that leaked so badly that water pooled across the floor.
After reporting the issue, we were moved to what was essentially the same room on the floor above. We were told we couldn’t stay in our original room, but that the new room was only a temporary solution and that we would need to return to reception the next morning to discuss the situation further. Unfortunately, the air conditioning in this room didn’t work either and was blowing hot air. The balcony lacked privacy as it looked directly into the neighbouring room, and the view overlooked shipping containers and barren land. It was clear some refurbishment work had recently been carried out, as there was a new mirror installed, but sawdust remained on the surfaces and the cardboard packaging had been left in the room. We hardly slept that night.
I contacted Love Holidays, who advised that they have no control over the images displayed online and could not assist regarding the condition of the rooms. They did, however, contact reception and advised me to meet with guest services an hour later.
When we attended reception, the staff member wasn’t aware of any meeting with guest services and had to call the hotel manager. To her credit, the manager was pleasant and did try to help. My main concern was that the room we had been given looked nothing like the images used to advertise the hotel. The constant room changes also meant we couldn’t unpack or properly enjoy the first day of our holiday, as by midday our suitcases were still packed.
The manager provided us with a master key and asked us to view another room. This room was located in a different block and was exactly what we had booked and what was shown in the promotional photographs. However, it looked as though someone may have been resting on the bed before our arrival, as although it had been made, the pillows were scattered around. Despite this, we accepted the room and moved for a third time.
Once settled, we were finally able to start enjoying our holiday. The staff throughout the resort were friendly and helpful. However, communication could be improved. On our fourth day, we noticed other guests collecting pool towels from the water park lifeguards. When we asked for some, we were told that a towel card needed to be collected from reception. This had never been mentioned during check-in, so we had spent several days using our room towels instead. Most people don’t have space in their luggage to bring separate pool towels, so this information would have been useful from the start.
The water park itself is excellent and one of the highlights of the resort. The only downside is that the lazy river requires an inflatable ring, and there are only a limited number available. Guests can purchase their own from the on-site shop if they wish.
Overall, the resort has many positives and, once we were moved into the correct room, we had an enjoyable stay. The staff were kind, the water park was great, and the grounds are lovely. Unfortunately, the poor check-in experience, multiple room moves, maintenance issues, and discrepancy between some of the rooms and the advertised photographs had a significant impact on the start of our holiday."
