1/5 Terrible
Verified traveler
Traveled with family and small children
2 Nov 2019
Disliked: Cleanliness, staff & service, property conditions & facilities
This is not a 5* resort and everyone who says it is has not been to a 5* resort.
We had booked another hotel which flooded and Expedia failed to inform us in time off this issue, we were then stuck with very few 5star resorts to pick from with the same listed amenities and standards we expected. When we arrived the hotel we could tell straight away this was not a 5* property, it was dated and tired and the reception looked like a messy motel desk. The lift up to our suite was tiny and resembled that of a London council estate. When we arrived the room again we noticed the tired decor, the fridge was falling apart, the arm chairs were worn out and weathered. The en-suite was awful, hair in the drains and an awful smell coming out of the bathroom. The sheets in the beds were ripped and stains on the bed (I took photos for my complaint). It was awful! I called down to complain about the sheets and I was told it’s fine they are clean and old. The sheets were changed eventually to stain free sheets but not rip-free! Sheets are not supposed to be torn in a 5*resort. I asked for a dressing gown and after a lot of chasing up I got a bathrobe which had a strange black tar like substance with hairs stuck in it (pictures taken). Hospitality were rude and thought I was being difficult when I called and complained about this. The food was a nightmare, only one resturant, the second resturant by the pool wasn’t a resturant, it was a seating area serving the same food from the buffet....
Stayed 7 nights in Oct 2019
