Villa Park Sun Island

FORMAL COMPLAINT – SEAFOOD BARBECUE

On 7 September 2026, I and my friend Ana Figueiras went to Reception to book the Seafood Barbecue advertised by the hotel on the 8th of September for US$125 per adult.

Before making the booking, we repeatedly asked the receptionist to confirm the exact conditions. We specifically asked whether all the food shown on the menu was included, whether drinks were included, and whether our nine-year-old child, Dinis, would be free of charge. We asked these questions several times and were repeatedly told YES: the food was included, drinks were included, and children under 12 were free.

Based on these clear statements, we agreed to attend the dinner.

When we arrived at the beach, the table was prepared for five people, but the child was not provided with any food. We were later told that the reservation was only for four people and that drinks were not included, directly contradicting the information given to us at Reception.

The meal provided also did not correspond to the Seafood Barbecue experience we had been led to expect. The child was eventually offered only a vegetable soup, which was not an appropriate substitute for the meal.

We explained the situation to the waiter and subsequently to the supervisor. Instead of resolving the problem, we were offered the possibility of paying half price for the child or receiving alternative food from another restaurant.

We therefore decided not to continue with the dinner and had to take the child to the buffet so that he could have a proper meal.

We are particularly concerned that, when the receptionist was contacted, she subsequently denied giving us the information that both Ana Figueiras and I clearly remember receiving. I speak fluent English and lived in England for 13 years; there was no misunderstanding.

We consider this a serious failure in communication and service. We paid for an experience based on information explicitly provided by hotel staff, but the conditions and service provided were completely different.

We therefore request a FULL REFUND of the US$125 paid per adult and a formal explanation from hotel management. That refund was done by the manager.

We will also submit this complaint to our travel agency, Soltrópico, and request their intervention.

We ask that the receptionist who made the original booking be present during the meeting with management so that the facts can be clarified directly.During our meeting this morning, the manager apologized for what had happened and clearly offered us the Seafood Barbecue on September 8th free of charge for all five of us, stating that we would only have to pay for the drinks. However, when we spoke to him again, he completely denied having made this offer and changed the terms, saying that only the child would be free. We are absolutely certain about what was communicated to us and find it extremely disappointing and unacceptable that the manager is now denying his own words, as if we had misunderstood the conversation. We are not confused about what was said. This change of position is highly unprofessional and has further damaged our trust in the hotel and in the way this complaint has been handled

Room: 101

Other guests: Room 168

Date: 7 September 2026

The island itself is absolutely beautiful — truly a dream destination. The housekeeping was excellent, and the waiters were fantastic: friendly, attentive, and always helpful.

Unfortunately, the experience with the host was extremely disappointing. The communication was unfriendly, unprofessional, and often difficult. The most serious issue was that our private family pictures were given to another family. This was a clear and serious violation of our privacy. What made the situation even worse was the complete lack of an apology or any proper explanation from the host.

We find it unacceptable that private family photos were handed to strangers and that this serious incident was not handled appropriately. A beautiful island and great staff cannot make up for such a serious breach of privacy and the poor treatment we received from the host.

Overall, a beautiful place with wonderful waiters and good housekeeping, but the host’s behavior, communication, and especially the handling of our private photos left us very disappointed.

Just a quick review... as I will do a full review when reality of not being there sets back in... but I must.... must mention some people on here as the staff at Villa Park are beyond helpful, friendly and go out of their way to help.

Firstly... Raish... our concierge... thank you. We requested Raish for our visit as he went over and above on our previous visit... and yet again he was fantastic... in touch, daily... with information, offering help and checking in.... brilliant... what a credit to the Villa Park Family.

Srishir at Maaniya the buffet... so kind, helpful, friendly... thank you.

Surajit at Southern Star... what another credit to Villa Park... kind, engaging, helpful... just brilliant!!

Ahmid... the head chef I think at Southern Star.... the food there is amazing... a daily chat to him I really looked forward to... and his curries and Asian food were outstanding.... (all food was amazing though as kids stuck to the regular stuff such as cereals, fruit, sausages, beans etc and enjoyed it all!)

Faisal in Southern Star too... brilliant... as was the other chef on the grill and pasta station that did the job of 3 or 4 staff cooking so many dishes with ease.... I forget this gentlemans name but also fantastic.... and with a friendly greeting from Anis when arriving at Southern Star always making you welcome... along with Tharathappan (sorry if spelt wrong) bring a drink across moments after finishing shows the detail everyone goes to. What a place!

We even got chatting the Nappu... the F&B Asst Manager.... so kind, friendly and informative... even introducing us to the Exec Chef at a cocktail party V.P invited us to.

The daily help from Mamon by the pools, helping us with towels, moving beds so our family of 5 are together having us shade and sun. (Older kids like to chill on a bed tanning, the littlest likes shade) so helped us every day... thank you Mamon... you are also a credit to Villa Park.

Dulal also kind and helpful by the pool, same for Sonu coming round offering drinks.

Shan / Bala both at the swim up bar... brilliant guys!!! Thank you... what service!!!

There was also another lady at the Italian Restaurant who was fabulous... I forget her name... I will try remember this and edit this if I can... think it was Fatima but unsure.

Tia and Koreng.... from Araamu Spa... made me and my littlest have such a warm, welcome, amazing time at the Spa... thank you... what an experience this was for us both.

Abishek... the quick chats as he walks and pedals around making sure everyone and everything is ok... what a lovely lovely guy!!

I could go on and on.... as you can see... literally everywhere we go... the staff are just so kind, friendly, engaging... these are just the names I can remember... there are more... so many more... I wish I could name everyone that makes this place special.

We had two interconnecting Water Villas on the sunrise side... and loved every moment... but did for the last two nights try the new fabulous 2 bed pool residence villas... and WOW.... just wow... if you can get these... JUST DO IT... what a lovely way to finish our holiday. Mr Mathmeen... you were right... they are brilliant!!!

Yes, this place has pools, restaurants, bars, entertainment, sports facilities, great snorkeling.... but no one has the Villa Park staff... the villa park ethic... the villa park family... which to me is everything... we will return... again!

TO EVERYONE AT VILLA PARK....

from my family of 5....

THANK YOU xxx

(325/326 & 718)