Mediterranean Palace

We are currently spending our last evening at the hôtel. At first glance, the hotel is very pleasant. Both the hotel itself and the rooms are beautifully decorated, the swimming pool is spacious and never feels overcrowded, and the quick access to the beach is a real bonus. The location is also excellent, with all the necessary amenities and conveniences nearby. There are several facilities and services that we really appreciated. The coffee shop is very convenient when you need something quickly, especially for those little emergencies. The arcade room is also a great addition, particularly for families, and the different evening activities and entertainment are very enjoyable. The resort’s SPA/wellness service is absolutely amazing and definitely deserves a special mention. Finally, Diabolo, the à la carte restaurant, serves truly incredible food and was easily one of the highlights of our stay. Unfortunately, several things seriously affected our experience and, more importantly, did not live up to what I would expect from a 5-star hotel. First of all, several facilities were not working. The machine that allows you to exchange banknotes for coins for the arcade was out of order for several days, and it was impossible to get change from reception either. The snack and drinks vending machine was also not working, which is particularly inconvenient when you are relying on it to get something to drink in the middle of the night. The food is another major disappointment. For a hotel claiming 5-star status, the buffet food is simply not good enough. It lacks flavour and variety, with very little change throughout the stay, meaning you quickly get tired of eating the same things. At the Pier Restaurant, I also had the unpleasant experience several times of being seated at a table where one or more pieces of cutlery were clearly not clean and appeared to have already been used. This is simply not acceptable for a hotel of this standard. Housekeeping also needs significant improvement. The cleaning was very light and did not meet the level of service I would expect from a 5-star property. The check-in experience was another weak point. We received very little information about how the hotel and resort actually work. Nothing was properly explained about the kids’ club, and even the Info Center was unable to provide us with additional information about the resort’s wellness center. We were also not informed that the balconies are non-smoking, and that only certain rooms allow smoking on the balcony, provided the hotel is notified in advance. But how are guests supposed to know this if nobody tells them? The same applies to drinks. During our first meal at the hotel, we specifically explained that it was our first time there and that we needed some guidance on how everything worked. Yet nobody clearly explained that some drinks would be charged as an additional expense. These are precisely the small details and attentions that make the difference between a good hotel and a genuine 5-star experience. In general, I also found the staff to be rather unfriendly and unhelpful. On several occasions, I felt as though I was bothering people simply by asking for assistance. Smiling seems to be an optional extra here, as some employees genuinely looked completely exhausted and as though they had had enough. Of course, everyone can have a bad day, but in a 5-star hotel, I would still expect a minimum level of warmth, hospitality and willingness to help. We also experienced a few situations that were not directly the hotel’s fault, but which are worth mentioning. Our neighbours were extremely noisy, playing loud music on their balcony until well after 1 a.m., without it seeming to bother anyone or result in any intervention. And then there was the rather unforgettable incident involving a bucket full of vomit being thrown from a balcony above us. It landed right next to the main entrance, on two vehicles parked in disabled parking spaces, and narrowly missed spraying other guests in the area. Three days later, the dried-up vomit is still clearly visible on the parking spaces. Not exactly what you expect from a 5-star resort. I won't even go into too much detail about the very large dead cockroach we spotted right outside the restaurant… Overall, the hotel definitely has a lot going for it: beautiful design, an excellent location, a spacious and pleasant pool, convenient beach access, great facilities for families, an outstanding SPA/wellness service, enjoyable evening entertainment and an excellent à la carte restaurant. However, the overall experience lacks the consistency, attention to detail and quality of service that I would expect from a true 5-star property. There are simply too many small failures: facilities left out of order for days, light housekeeping, disappointing food, insufficient information upon arrival, poor communication and staff who often seem disengaged. In short: I would happily consider this a 4-star hotel, but in my opinion, it clearly does not deserve the fifth star.

The most fantastic hotel, a dream, from the moment we booked and arrived, Such amazing staff and a special compliment to Kelly in the shop, so friendly, a credit to your hotel as all your staff are.

It's a nice very large hotel which has gone through a refurbishment but if you book a pool view room expect a lot of noise as some of the entertainment team seem to be deaf. Breakfast is good, snacks at the pool the usual fayre and dinner is ok, nothing special. Rooms are not massive but really nice with walk in showers but only two small drawers. Staff universally helpful and friendly.