As a head housekeeper of some years the apt I had was spotless, I don’t usually check but because it looked surface clean I had a little dig around and couldnt find anything to complain about. Incredible cleaning team and the grounds were stunningly beautiful

I am writing to make a formal complaint about the holiday experience we had at your hotel. Unfortunately, the standard of accommodation, food, cleanliness, customer service and facilities fell far below what we reasonably expected, and the holiday was extremely disappointing and stressful. From the outset, we experienced significant problems. Upon our arrival, at approximately 4:00am, we were greeted by the sight of a dead rat on the walkway leading up to the hotel. What was particularly concerning was that the rat was still there two days later. This immediately raised serious concerns about the cleanliness and hygiene standards of the property. We were also woken at approximately 7:00am on our first morning, having had very little sleep after our 4:00am arrival, by extremely loud construction work. This included workmen using a concrete rotavator and repeatedly banging a metal shovel. We subsequently had to change rooms, which involved unpacking our belongings and then packing and unpacking again in another room. Unfortunately, this did not resolve the problem, as we were still woken at around 7:00am by construction machinery, including a digger, while work was being carried out on the gully. Other members of our party experienced the same disruption for several days before they were eventually moved. The food was another major issue. The breakfast provided was cold, very limited, tasteless and appeared to have been contaminated by other foods, which was particularly concerning given the overall lack of cleanliness we observed at the hotel. On several occasions, the food did not appear to be adequately maintained or presented in a hygienic manner. We became sufficiently concerned about the possibility of becoming ill that we eventually stopped eating breakfast at the hotel altogether. We were also disappointed to discover that there appeared to be no suitable alternative food arrangements other than the hotel’s inclusive dining option. This was not clearly advertised or explained to us before booking. As a result, we were effectively left with the choice of either leaving the hotel to find food elsewhere or paying additional money for dinner at the hotel. On one occasion, we did pay for dinner. However, the experience was extremely poor. We were given approximately 10 minutes to eat before staff began removing the dishes, leaving us with little opportunity to properly enjoy the meal. The food itself was of a very poor standard, with the chips being the only redeeming part of the meal. The advertised entertainment was also a major disappointment. We understood that there would be activities and entertainment taking place throughout our stay, but in reality there was very little available. Other than one day when a barbecue was provided, there was effectively no entertainment for us to enjoy, despite activities being advertised as taking place every day. The cleanliness of the accommodation was equally unacceptable. The apartment we eventually moved into was not cleaned properly on several occasions, and other members of our party experienced the same issue with their accommodation. Given the concerns we already had regarding the hotel’s general hygiene, the lack of proper cleaning was particularly troubling. We also found the attitude of some of the front-desk staff to be rude, dismissive and unhelpful when we attempted to raise our concerns. What was particularly telling was that we were not the only guests experiencing problems. We spoke to several other UK holidaymakers who expressed very similar concerns about the food, cleanliness, facilities, staff and general standard of the hotel. We were offered the option of either cancelling the holiday or rebooking at a higher cost. However, this was not a realistic solution. At less than two weeks before travelling, all members of our party had already arranged and booked annual leave from work, which could not simply be rearranged. Consequently, we had little practical choice but to remain at the hotel and endure the problems throughout our holiday. The combination of the construction noise, poor food, hygiene concerns, inadequate cleaning, lack of advertised entertainment, poor customer service and the overall condition of the hotel meant that we were unable to enjoy the facilities and experience that we had paid for. In fact, we deliberately avoided using many of the hotel’s facilities because of our concerns about cleanliness and hygiene. Overall, this was one of the worst holiday and hotel experiences we have ever had. What should have been a relaxing holiday instead became a very stressful and disappointing experience. We feel that the accommodation and services provided were substantially below the standard that was advertised and that we paid for. We therefore request that you investigate this complaint fully and provide an appropriate response and compensation/refund for the significant loss of enjoyment and the failure to provide the holiday experience and services that were advertised and paid for. We would appreciate a detailed response addressing each of the issues raised above, rather than a generic acknowledgement of our complaint.

“Familienurlaub”

Wir sind wie immer begeistert gewesen von der Anlage/Personal. Wir fühlen uns hier sehr wohl, das Personal ist immer sehr freundlich und hilfsbereit, die Zimmer gut geschnitten und mit dem nötigsten ausgestattet. Unserem Wunsch nach einem ruhigen Zimmer troz Ausgebuchtem Hotel ist man nachgekommen und auch wenn wir einpaar Tage Bausstelle & Restaurant lärm ertragen mussten bis zum Wechsel, hat man sich sehr bemüht uns einen Angenehmen Aufenthalt zuermöglichen. Wir fanden die 3 Tag warten hatte sich gelohnt, den wir wurden mit einem sogar noch schönerem diesmal ruigem Zimmer mit Aussicht in den Garten belohnt fanden wir. Unsere Lieblingsplätze in der Anlage waren der FKKbereich der über einen wundervollen Ausblick ermöglicht und den wir sogut wie immer alleine für uns hatten 😉 traumhaft -und wenn die Kids dann doch mal toben und co. wollten, fanden wir die großzügige Gartenanlage mit den Spielplatz/Minigolfanlange sowie den Kinderpool im 5.OG perfekt. Den kostenlosen Shuttel zur Promenade/Strand war uns in den ersten Tagen ohne Auto auch immer sehr hilfreich wobei wir ihn meist nur für den Rückweg genutzt haben berg ab sind wir meistens gelaufen da wir zeitlich somit weniger gebunden waren und es oft schneller ging jenachdem wo mal hin wollte. Am besten hat uns die Poolparty am 7.8.26 gefallen, sie war ein gelungener Abschlussauftakt unseres Urlaubs. ES wurde für ordentlich Bespasssung mit Spiel im und ums Wasser gesorgt für die ganze Familie sowie eine Schaumparty und einem leckeren BBQ-so einen Tag hätten wir uns öfter gewünscht ... Das einzige was wir sehr schade fanden war das es diesmal keine Minidisco gab wie vor 3 Jahren. Sie war mit der Grund warum wir uns auch für diese Anlage erneut entschieden hatten. Das hat unser Sohn sehr vermisst - denn durch die Minidisco am Abend ist man auch mehr mir anderen Familien in Kontakt gekommen und es haben sich Freundschaften geschlossen - die bis heute anhalten und das nicht nur bei den Kindern. Vielleicht eine Anregung diese wieder ins Leben zurufen ;) Sonst war das Unterhaltungsprogramm an sich ganz Ok, auch wenn es sehr früh angesetzt wurde wenn man bedenkt das \"die Urlauber\" zu bestimmten Zeiten unterwegs sind oder Familienessenzeiten haben ?! Alles in Allen kommen wir gerne wieder ...

Helpful staff. Multiple pools. Not too busy. Food and drinks were excellent (and drinks were strong!). Staff didn’t make us aware of the spa/sauna, massages, Pilates, or the other restaurant so we missed out on that. Beds were incredibly uncomfortable. Despite that it was still good accommodation, rooms were clean, pools had enough loungers and didn’t need to fight for them, lifeguards were really precise cleaning pool or spills or helping you in any way.

“Zgodnie z oczekiwaniami”

Zakwaterowanie całkowicie spełniło nasze oczekiwania. Korzystaliśmy tylko ze śniadań, ponieważ traktowaliśmy hotel jako bazę wypadową pod samemu organizowane wycieczki. Śniadania były smaczne, każdy z naszej czteroosobowej rodziny miał co wybrać do jedzenia. Apartament z aneksem kuchennym i dwoma pokojami był bardzo wygodny. Brak klimatyzacji w pokoju, ale o tym wiedzieliśmy wcześniej. Nieduże, ale fajne baseny. My wprawdzie skorzystaliśmy z nich tylko dwa razy (po południu), ale problemu z leżakami nie było. Jak za tę cenę, to warunki były bardzo dobre. Jedyna rzecz która mi nie pasowała to brak dedykowanego miejsca parkingowego. Raz jak do hotelu wróciliśmy około 1.30 w nocy, to musieliśmy szukać sobie miejsca do parkowania na drugim parkingu hotelowym (dosyć oddalonym) lub na ulicy. Na parkingu przed głównym wejściem wszystkie miejsca były zajęte. Taka sytuacja miała miejsce tylko raz, więc nie wpływa na moją pozytywną opinię. Obsługa hotelowa na najwyższym poziomie. Bardzo miła i pomocna. Hotel ma piękny ogród i jest ładnie położony, na wzgórzu. Do plaży można podejść spacerem, to około 20 minut. Powrót troszkę dłuższy, ale jak ktoś lubi spacery to polecam. Ogólne wrażenie bardzo pozytywne. Myślę, że jeszcze tam wrócimy.