Theo Sunset Bay Holiday Village

Where do I start? A catalogue of disasters! When we arrived just after midnight we were met by a wonderful night receptionist, Jake, who showed us to our room. (133). In the morning we looked out from our balcony and saw the most stunning views. However, the bed had only a top sheet, no duvet or blankets, so I was cold. I asked at reception the following morning and they said one would be bought up. We also mentioned our safe did not work. By about 7pm, no duvet had been delivered, so we had our evening dinner, then queried it again. The receptionist insisted it had been delivered. By the time we got to our hotel room it had been delivered. One nights sleep, with both the sheet and a duvet, the sheet for my husband and the duvet for me. The following day, the cleaner took the sheet, which we discovered, so I asked him for a sheet. He then wanted to take the duvet! The following day, the cleaner took the sheet again, so I found his trolley and told him I needed the sheet. He also did not replace the tea and coffee daily. We mentioned this at reception and he said the first two pods were complimentary, but gave us some teas and coffee. The large shower head did not work, only dribbled. The water from the shower ran out of the bathroom and into the room, so we used towels to dry up the water. Meanwhile, the safe was still broken, as was the chair on the balcony. We reported, again, the safe, and the maintenance man said it had been fixed. It hadn’t, so he came to our room, and agreed that a new one was needed. Initially the stroppy receptionist had told us it was just the batteries, gave us four new ones and told us to change them. After about four days, we saw the maintenance man (very nice and apologetic), who said the chair was fixed. We said the safe was still not fixed, so he assured us it would be replaced. It was finally replaced Friday, four days later. The drawers still had white dust where they were newly built, so my clothes ended up covered in white dust. The food seemed OK at the beginning, but went downhill by the day. It was barely lukewarm, and void of flavour. On Italian night, there was Prosecco by the food. The following day one of the rude catering waitresses told us in no uncertain terms that we were not allowed to drink anything at any meal, except water. We were asked daily for our room number, so they could check we were full board. We were made to feel like criminals. The final straw was on the when the food was so cold, having already waited , and changing dining rooms, due to a wedding being held. The staff were rude and surly. On the Sunday, the evening meal was so cold, we both left it. I decided to fill up on cheese and biscuits, but then noticed flies over the cheese, so we both left the dining room hungry. The fruit juices at breakfast were not real fruit, but cordial. We noticed that there was virtually no vegetarian main courses, so we asked the chef, who said that he couldn’t cater for everyone!
We decided one evening to go to the sunset bar on the 5th floor, but found it did not exist!
The small adults only round pool was greasy, so we didn’t use that one. 10 towels were placed every day by the upper pool at 06:30, by one man, by himself, for premium positions for his family, but staff did nothing despite the notices. Finally, the luggage room was not locked, so we had to keep anything valuable with us all day, as our flight was at night. Overall, the hotel looked beautiful, but has so many issues, and several unpleasant staff. We certainly would not return to this hotel, and would not recommend it.

Excellent holiday .staff so friendly and welcoming especially those in the bar. Food was great .ignore negative views they are just moaners

This was our 7th visit to the Theo. We love it here, for a 3☆+ this hotel excels. The staff are friendly and polite, they are always willing to help. The bar staff, Lucas, Cressy, Zoe and the boys work so hard your never waiting long. Keep up the good work. See you next year !!!