IC Hotels Santai Family Resort

UK family of four, with children aged 7 and 12, staying for a week as part of a Jet2 Holidays booking alongside two other families.

Unfortunately, we were pretty disappointed with the accommodation and, particularly, the way the issue was handled.

We had booked what was described as a family room with direct pool access. Instead, we were given a first-floor room overlooking the pool. There were a handful of sunbeds on a very small patch of grass below our balcony, but these were effectively part of the downstairs occupants' space and were reserved every day with towels - there was no direct access to the pool whatsoever.

What made this more frustrating was the arrival experience. We checked in at around 11pm and specifically queried the room with reception. We were assured that we had a swim-up/direct-pool-access room. The buggy then took us to the room, our luggage was unloaded, and it was immediately obvious that this was not what we had booked. We were simply told to contact reception at 9am the following morning. When we did, reception said the hotel was full and there was nothing they could do. The luggage staff were pretty nonchalant and hung around for tips despite it being clear we were not happy they did not really car.

Our two other families were also accommodated a considerable distance away from us, despite having emailed months beforehand to request we were located together. Overall, the whole process felt very mechanistic: get the guests checked in, get the luggage unloaded, and leave them to deal with the problem the following day. There seemed to be very little interest in either acknowledging the discrepancy or finding a solution.

Putting the accommodation issue aside, the hotel itself has some positives. The private pool area is pleasant, relatively quiet and has a nice bar. The main pool is much busier and getting a sunbed can be difficult, not helped by towels apparently being left on beds from one day to the next. There is a waterpark with some good slides and lifeguard coverage throughout.

The food is actually quite good. There is plenty of choice at both the hot breakfast and evening buffet, and burgers and similar food are available from the beach bar. Compared with other all-inclusive resorts we have stayed at in Greece and Egypt, I would rate the food positively. The bars are also better than average for an all-inclusive, with a good selection of recognised, top-level spirits rather than just local alternatives.

The pool areas are clean, although the main pool feels crowded. Entertainment is fairly limited: there are some brief evening shows, but nothing particularly memorable.

Overall, I would rate the hotel as mediocre. There are good aspects — particularly the food, drinks and quieter private pool area — but these were overshadowed for us by accommodation that did not match what we had booked and reception staff who appeared largely uninterested in resolving the problem.

If you are booking specifically for direct pool access, I would strongly recommend confirming exactly what room category you are getting before arrival. A first-floor room overlooking a pool with some sunbeds on the grass below is not, in any meaningful sense, direct pool access. In any case we are only a few days into our holiday so hopefully we get over it and enjoy the resort for the rest of our week.

Nice hotel, good for children, very good food. We especially liked Zhibek from children area. Great special lady. Our son loved her.

This hotel is simply wonderful. It is close to the airport which is the first positive.

When you walk through the doors, you know you are in a very good hotel. It is clean, the staff are welcoming and the check in experience is efficient.

The guests are very friendly and you don't see anyone abusing the all inclusive alcohol.

If you have a problem, the issue is resolved instantly and without fuss.

The rooms are adequate, clean and they provide what you need. The beds are comfortable and you dont hear any noise.

I would describe the hotel as a perfect location for families. You can lounge around the very big pool or you can get involved in activities throughout the day.

Kids are very well looked after. There are plenty of events and activities during the day for younger and older children.

Kenan, Can, Kadir, Semih (entertainment) and Elena (guest relations) really looked after our family. They deserve so much praise for making our trip pleasurable. My son, Noah loved the darts! My daughter loved the kids massage experience. Elena recognised us from a year ago and sent a lovely fruit platter to our room.

We came back for a second year and I imagine that we will be back next year.

5* experience!