Valeria Dar Atlas

If you’re after a relaxing holiday, this isn’t it.

First room was filthy — mould in the bathroom, dead insects in the light fitting and we didn’t even want to shower. After complaining, we were told it “wasn’t really a reason” to change rooms.

Second room was supposedly refurbished. It had holes in the walls, electrical cables hanging through, leaking aircon and ants everywhere. The solution to the leak? A bucket. I slipped in the water twice.

Towels were torn and full of holes, bedding wasn’t changed all week, and we were literally picking ants off the bed before going to sleep.

Reception were rude and completely unhelpful. Staff would sit doing their makeup at the desk or scrolling Instagram rather than helping guests. If you only speak English, expect a massive language barrier too. Guest Relations on site were no help, and every time we asked to speak to a manager to make a formal complaint, apparently the manager was never available.

Restaurant wasn’t much better. Dirty plates, no glasses, plates or cutlery half the time, food barely warm, flies everywhere and items being rinsed under a tap and handed straight back out.

My husband then became seriously ill, needed a doctor and has since been told by his UK GP that he has food poisoning and has been signed off work.

To top it all off, when checking out they then tried to charge us around £84 for things we hadn’t even had.

Most of the holiday was spent reporting problems that were ignored or never fixed.

We came home more stressed than when we left and genuinely feel like we need another holiday just to recover from this one.

Wouldn’t return if it was free.

We stayed here from 14th to 21st September, hoping for a relaxing and enjoyable holiday, but unfortunately the experience fell well short of expectations and left us extremely disappointed.

The entertainment was probably the only real highlight of our stay. There were some great shows, and the entertainment team did a good job. The food was decent and there was some variety, although it became very repetitive after a few days.

Unfortunately, the negatives far outweighed the positives.

Our room had only ONE plug socket, which is completely inadequate, especially when guests need to charge phones and other devices. The air conditioning was also extremely noisy, making it difficult to relax or get a good night’s sleep.

Basic maintenance also appeared to be seriously lacking. The ladies’ toilet by reception had a broken toilet seat for the entire week. Despite being in a busy public area, it was never repaired during our stay.

The bar service was particularly disappointing. Some members of staff were extremely rude and unhelpful, beer was regularly unavailable, and we even witnessed one member of staff opening bottles with his teeth. This was incredibly unhygienic and completely unacceptable when working around food and drinks.

Cleanliness was another major concern. Plates were often visibly dirty, and glasses were not being washed properly before being put out for guests to use. There was also frequently a shortage of cutlery, clean glasses and cups. The drinks and coffee machines were regularly broken, empty or not working properly. The coffee cups were ridiculously small, and the fruit selection was extremely poor — including frozen black bananas, melon and soft, overripe apples. The overall level of cleanliness and hygiene was simply not acceptable.

The mosquitoes were also a major problem throughout our stay. Despite using DEET and a plug-in mosquito repellent, we were still constantly dealing with them. To make matters even worse, we found fresh blood on one of our supposedly clean towels. Finding blood on a towel that should have been freshly cleaned was absolutely disgusting and completely unacceptable.

Overall, the hotel felt poorly maintained, poorly managed and lacking in even the most basic standards of cleanliness and service. While the entertainment team provided some enjoyable moments, this simply wasn’t enough to make up for everything else.

For us, the overall standard was nowhere near acceptable. The poor hygiene, dirty crockery and glasses, lack of basic supplies, poor service and general lack of maintenance completely ruined what should have been a relaxing holiday. We certainly wouldn’t rush back and, based on our experience, we would struggle to recommend this hotel to others.

On the whole staff are pleasant though i do think there is either a language barrier or lack of willingness at reception. There is certainly a lack of clarity when asking questions. I was told to book the shuttle i needed to go outside and pay and could come back on any displayed times on the desk. However he really meant go to the excursion room to book times to go and to choose a return and pay. Once paid wait outside at bottom steps of hotel and mini buses will arrive. Similar instructions for atm which we later found we needed to go to sister hotel. To book a free al a carte i was told to come back to desk in morning. Arrived at desk to be told need to book it 80 metres away with limited description so we gave that one a miss. FOOD AND MAIN RESTAURANT. Food is very flavoursome, well cooked and is enough to choose from but dont and shouldnt expect burgers and chips here if thats what you would prefer. The restaurant lacks service. Odd tables get a jug of water at evening meal no one asks if you would like one. If run out of spoons which are sparce i was given a plastic teaspoon to eat with, less than 5ml in size. Serving cutlery have to be shared around dishes rather than each dish having an individual serving implement and never have any dessert sized spoons usually your fork you've eaten main meal with or take one from another table. Wine available or soft drinks for meals but no table service. ROOMS- basic but clean. Telephone with not plugged in. Furniture hiding sockets so not easy to get to. Door handles loose and hanging off. Curtains hanging off curtain rail as not enough rings. Maids friendly and do a good job cleaning. However not reporting things that need fixing or if tgey aee not getting fixed. GROUNDS well kept and maintained. This hotel could be so much more if they get service right. They get plenty reviews mentioning the things ive mentioned but have not actioned on it. A smile and welcome goes a long way. They have got the outside grounds right so why not the rest. Can't comment on activities or entertainment as ive not seen. Im willing this hotel to listen to feedback and action on it put individial serving implements with each dish. Have plentiful of dessert spoons ready for desserts, cereals and yogurts. Plenty of cutlery, cups and bowls. Turn the toaster the right way so guests are able to access it little things that are the basics and if addressed would get much higher feedback