We were double booked at our original hotel and offered 3 completely inappropriate different hotels situated up on a cliff side. They tried to make it sound like they were doing us a favour by saying they had upgraded us to 5 star. We booked this holiday around half a year in advance and had chosen very carefully to ensure it met all our needs. I am disabled, my husband is awaiting two knee replacements and my mother is 80 so these were completely inappropriate for our needs. The hotel we booked was ideal. We couldnt understand how we hadnt been informed prior to arriving at the hotel. How we were not contacted about the double booking, so we could decide if we still wanted to go ahead. I dont expect this from TUI. IThe hotel we carefully chose and booked and paid for was level with the sandy beach and perfect for our needs. I called the TUI rep and got sympathy, but no practical help. By this time we had been travelling from 2 am to 4 pm and had only had the terrible breakfast on the plane and a couple of drinks. I complained and they told us to go and get a drink from their bar. My husband went and was questioned and told not allowed as he had no wristband. 3 hours later we had to agree to a hotel 30 minutes ride away from the area we had picked. We arrived tired, frustrated, disappointed, hungry and thirsty and had to miss the first nights entertainment due to feeling exhausted. We lost the first day of our holiday. The hotel was ok on first impressions, but we were told it was an upgrade to 5 star . This was not a 5star hotel. It was dusty and dirty under the furniture, we had to ask for kettles and two out of the three rooms had to wait 3 days to get cups. 2 out of the 3 rooms had to ring and ask for sheets for the bed on different days. I would expect even a 2 star to have sheets on the bed. I reported no sheet to reception at 6.30 pm and by 11 pm still no sheet. I called reception and was told housekeeping had gone for the day to ask again tomorrow! My sister had ear pods in a case stollen from her case. My husband and I paid extra for a seafront Seaview at the hotel we originally booked and we were told we had got that at the new hotel but our view from our room was of an allotment! We were told we had Superior rooms and although we got a shared pool, this was in almost constant shade. So no Seaview and on looking at the beach the next day it was large rocks and stones and totally inaccessible to myself, my husband or my mum. It wasn't the sandy beach we had booked and paid for. The patio beds on our patio were cracked and dirty. 2 out of the three rooms hadvonstant flickering lights which was reported and one room had a phone not working. There was a lot of cracked glasses and chipped crockery in the restaurant and dirty cutlery. There was only adult entertainment 3 nights out of the 7 and we missed the first one as it was day one and we had gone to bed after eating, due to exhaustion from the days issues. We ventured into the town but there was only two bars and both had nothing going on. The town where we were supposed to be staying had a lively nature and with no hotel entertainment it was just boring. We had to use public transport to get to any other shops or bars.

So disappointed in our seaview room. Badly in need of refurbishment. Very small room with scruffy marked furniture, the bathroom was so tiny you constantly banged into the shower screen. The only saving grace was the fabulous view from the very tiny balcony.

The staff were excellent. Such an asset to the hotel. Fantastic location by yhe beach

Beautiful location, fabulous attentive staff, Food was spot on plenty choice and restaurant staff amazing, bar staff amazing too

The accommodation was lovely and the food was amazing. All wait and bar staff were exceptional and so friendly. Front of house staff were quite dismissive and not very proactive. We were disappointed they didn’t offer an apology for the mix up and actually lied to us about why they were moving us. Saying we were booked in a sister hotel as an upgrade when in fact it wasn’t a sister hotel and it was because they over booked. The exception was Katrina on the reception who was apologetic and so sweet!