Accommodation was a bit dated. It was however very clean and staff were lovely.

**Formal Complaint – Misrepresentation of Holiday Experience at Kremlin Palace** Dear Customer Relations Team, I am writing to formally raise a complaint regarding our recent holiday booked through TUI at **Kremlin Palace**, which was sold and advertised as a **5-star experience**. Unfortunately, the reality of our stay fell significantly below that standard and left us extremely disappointed. We feel we were completely undersold on what was delivered and that the holiday did not reflect the quality, service, or accommodation that we reasonably expected based on the description provided at the point of sale. Upon arrival, we were checked into a room directly above the taxi rank where BBQ activities were taking place, resulting in excessive noise and an unpleasant environment. We immediately requested to move rooms but were advised by hotel staff that we needed to contact TUI directly. We contacted TUI and were disappointed that it took **three days** to receive a response. By the third day of our holiday, we were finally moved to another room. Whilst this room had a better view, the overall condition was completely unacceptable. The room appeared old and poorly maintained, with **rotting door frames, a filthy bathroom covered in mould and limescale, and hairs from previous guests still present throughout the room**. This standard of cleanliness and maintenance is entirely inconsistent with what would reasonably be expected from a hotel marketed as 5-star. In addition, the room was located close to the pool area. While this initially seemed positive, we were not informed that **very loud club-style music would be played daily from 9:00am until 11:00pm**, making it impossible to enjoy any peace or relaxation. The food and beverage experience was equally disappointing. The staff in the indoor beer house/pub were consistently unhelpful and inattentive. We were repeatedly left waiting while staff stood talking amongst themselves before serving customers. The quality of drinks was also unacceptable. Drinks were routinely served warm regardless of what was ordered. I drank prosecco on several occasions and it was consistently flat and warm. My husband experienced the same issue with draft beer, which was also regularly flat and warm. On the occasions we ordered Baileys and Amaretto, lower-quality substitute products with noticeably lower alcohol content were served instead and were of very poor quality. There also appeared to be a complete lack of consistency between staff training, as cocktails served indoors were noticeably different in quality and preparation from those served at the outdoor bars. Finally, the general facilities throughout the hotel were disappointing, with public toilets frequently left in a poor and unhygienic condition. We have taken photographs throughout our stay and will be forwarding these as supporting evidence. Overall, this holiday was not representative of the standard we paid for or the expectations created through TUI’s marketing and sale of this package. We booked and paid for a premium 5-star holiday experience and feel that what was delivered fell considerably below that standard. Given the extent of these issues, the time spent attempting to resolve them during our stay, and the impact this had on our holiday experience, we are seeking **appropriate compensation** and ask that this complaint is fully investigated. We look forward to receiving your response.

“Nicht empfehlenswert”

Sauberkeit im Zimmer war nicht ausreichend. Bettwäsche wurde über mehr als 5 Tage nicht gewechselt. Auf mehrmaligen ansprechen (Rezeption sowie die Putzkraft selbst) wurde die Bettwäsche trotzdem nicht gewechselt. Wir hatten ein großes geräumiges Familienzimmer, dieses lag im renovierten Bereich, trotz Renovierung hatten wir Schimmel im Bad und die Handtücher haben schlecht gerochen. Das Essen war leider auch nicht gut. Nach dem zweiten Tag hatten wir alle Magen-Darm Beschwerden. Es war auch nicht abwechslungsreich und die Speisen waren nicht warm. Es gab aber zum aufwärmen eine Mikrowelle. Der Speisesaal ist extrem laut und viel zu voll, da es der einzige Saal ist an dem man zu Abend oder zum Frühstück essen kann. Mittags hat man die Möglichkeit sich beim Food Court etwas zum Snacken zu holen. Pommes, HotDog, Burger usw. Der Service war wirklich schlecht. Wenn man dann mal bedient wird kommen Gläser oder Besteck schmutzig an, englisch wird auch sehr wenig gesprochen. Der Pool an sich ist cool und groß, jedoch schmutzig. Ich habe in 14 Tagen nicht einmal mitbekommen, dass dieser gereinigt wurde. Am letzten Urlaubstag hat sich noch ein Gast im Pool erleichtert, sodass dieser für 4 std gesperrt wurde um die Würstchen rauszufischen. Ich persönlich wollte generell nicht in dem Wasser schwimmen.

“Top Lage”

Alles super im Hotel, bis auf die Zimmer müssen renoviert werden.

“Albtraum”

Die Anlage war sehr dreckig, damit meine ich auch das Zimmer. Das Geschirr in der gesamten Anlage, ob im Zimmer, Restaurant, Pool/Meer war extrem dreckig. Das Personal streitet sich ständig untereinander vor den Gästen. Das war mein 10. Urlaub in der Region und das schlechteste und unprofessionellste Anlage. Ich empfehle es niemandem. Investiert lieber etwas mehr und macht einen sauberen besseren Urlaub