The new water park is great.

Hotel staff always helpful.

Unfortunately, what should have been a relaxing family holiday was seriously affected by the poor standard of the accommodation, food and service, multiple safety issues, illness, problems with an excursion, and the lack of support during our return journey. We paid a significant amount of money for this holiday and, in our experience, the standard provided was nowhere near what we would reasonably expect from a TUI holiday. Accommodation on arrival When we arrived, we were given a room clearly set up for two people, with a third bed subsequently added for our son. In order to fit the third bed into the room, the double bed was moved across, which meant that the electrical sockets were covered by the beds and could not be used. The third bed was extremely poor quality and squeaked loudly every time our son moved. This meant that none of us got a decent night’s sleep. The bed initially had no bedding or covers. I spent approximately two hours repeatedly asking staff for bedding and waiting for it to arrive. The bed itself was a small single frame, but the mattress provided was a standard single mattress and was too large for the frame. I raised this the following day and asked for it to be rectified, but nothing was done. Eventually, our TUI representative arranged for us to be moved to another room so that our son had a proper bed. We appreciate the representative dealing with this, but this should never have happened in the first place. Restaurant, food and service The service throughout the hotel was extremely poor. Staff were frequently rude and the level of service was, at times, virtually non-existent. There were regularly no clean tables available in the restaurant. On one occasion I asked a member of staff if a table could be cleaned. I was told that someone would do it, but nobody returned. In the end, I cleared the previous guests’ plates myself and wiped the table while three members of staff stood watching. More seriously, the food and drinks were not being kept at appropriate temperatures. Hot food was cold and drinks that should have been cold were warm. We subsequently all became extremely ill with what appeared to be food poisoning. We spent three days of our holiday effectively confined to our room because we could not get far from the toilet. This was not a minor stomach upset. It completely ruined a significant part of our holiday. My husband had to go to a chemist to obtain medication, and we were aware of many other guests experiencing very similar symptoms. This makes our concerns about the food and hygiene standards at the hotel even more serious. Because of the condition we were in, we were barely able to eat during the day and ended up only eating in the evening. The restaurant manager did try to assist us by arranging à la carte meals for the remainder of our stay, which we appreciated. However, this was only because the main restaurant food had made us so unwell that we no longer felt able to eat it. Drinking water We were provided with three bottles of water per day, which we were then expected to refill from warm water dispensers. This was particularly concerning from a hygiene perspective, as guests were using the same dispensers and placing their bottles directly against/around the dispensing area. Given that so many guests were suffering from stomach problems, we found this arrangement completely inadequate. Swimming pool and safety concerns There were also a number of obvious safety issues around the pool. Tiles were missing or coming loose and some were sharp. Our son cut his toes multiple times on these tiles. The stools around the pool bars were broken, and there were bolts sticking up through the floor in areas where people were able to stand. These presented an obvious risk of people cutting or injuring their feet. These are not simply issues of the hotel looking tired or dated. They are genuine safety concerns, particularly in an area where people are walking around barefoot. Diving excursion We booked a diving excursion through the TUI representative. The diving experience itself was fantastic, and we have no complaint about the actual diving. However, we were specifically told by the representative that we would receive two dives for the price we paid. When we arrived, we were only provided with one dive and were then told we had to pay extra for the second. We were also not told that there would be an additional £5 per person charge for the transfer from the hotel. We therefore feel that the excursion was not accurately represented to us when we booked it. Second room – cracked glass door After moving rooms, we noticed that the external glass door had a crack running from the handle. I immediately reported this to the TUI representative. The representative spoke to reception about it, and I was told that everything was sorted and that the hotel knew the damage had not been caused by us. Despite this, when we checked out, the hotel attempted to charge us for the damage. This was extremely frustrating, particularly because I had proactively reported the damage as soon as we noticed it and had specifically been assured that the hotel was aware it was not our responsibility. We did not cause this damage and should never have been asked to pay for it. Late checkout We paid for a late checkout until 6pm. Despite this, cleaners began asking us to leave at 5pm. When we explained that we had paid for the room until 6pm, they repeatedly knocked on our door approximately every five minutes until we eventually gave up. I reported this to reception, but they did not appear particularly concerned. Again, this was completely unnecessary and made the end of an already disappointing holiday even more stressful. Transfer and flight home Our airport transfer was provided in an extremely small vehicle which barely had enough space for our luggage. We were concerned that all of our luggage would not even fit. Our return flight was then delayed by more than three hours. Throughout the delay, there was virtually no communication or support. We tried to obtain information from staff at the airport gates but they had no information to provide us. As TUI customers, we expected to be kept informed about a significant flight delay and given appropriate assistance. Instead, we were left trying to find out what was happening ourselves. Overall experience There were some positives. The diving excursion itself was excellent, and the restaurant manager and TUI representative did make efforts to help us once we raised our concerns. However, these isolated positives do not outweigh the overall experience. We lost approximately three days of our holiday due to illness. We experienced poor accommodation, inadequate bedding, terrible sleep, poor food and drink standards, poor service, hygiene concerns, dangerous pool conditions, misleading information regarding an excursion, an attempted charge for damage we did not cause, problems with our late checkout, an inadequate transfer vehicle and a lengthy flight delay with very little communication. We booked a TUI holiday because we expected a certain standard of accommodation, organisation and customer support. Unfortunately, that was not our experience. I would therefore like TUI to investigate this complaint fully, including the hotel’s food hygiene and safety standards, the information provided by the representative regarding the diving excursion, the attempted charge for the cracked glass door, and the handling of our accommodation and late checkout. Given the number and seriousness of the issues we experienced, I am also requesting appropriate compensation for the significant disruption and loss of enjoyment of our holiday. I am happy to provide any further information required, including photographs, details of the room and pool safety issues, and any other evidence that may assist with your investigation. I look forward to receiving a full response rather than a generic acknowledgement of

“Nettes Familienhotel”

Das Hotel ist ein klassisches Familienhotel mit wechselndem Unterhaltungs- und Animationsprogramm. Garantiert für jeden etwas dabei. Mit wenig, aber regelmäßigem Trinkgeld bekommt man einen netten Service bei Tisch. Ohne dem ist der Tischservice eher mau. Tische sind werden nach der ersten Nutzung nicht neu eingedeckt. Das Besteck muss man sich selber besorgen. Die Getränke holt man sich am Besten selber, da man sonst zu lange warten muss. Das Essen ist gut Schade, dass man für Eis, frische Fruchtsäfte und Milchshakes extra zahlen muss. Bei Bezug des Zimmers am Anreisetag ( 4 Uhr morgens) waren anstatt des gebuchten 3Bettzimmers nur 2Betten. Im Laufe des Tages wurde das Zustellbett geliefert. Achtet bitte auf die Matratzen. Die ersten zwei Matratzen sahen aus wie vom Sperrmüll und nich schlimmer🤮. Nach zweimalige Beanstandung haben wir dann eine neue Matratze erhalten. Die Garten- und Poolanlage ist sehe gepflegt und schön. Der Strandabschnitt ebenfalls, allerdings hat man Ebbe und Flut, d.h. die meiste Zeit war kein Wasser da, was die Stimmung gedrückt hat. Nervig sind die Verkäufer am Pool,cdie einem von Kosmetik über Massage bis hin zur Schnorcheltour alles aufschwätzen wollen. Geht man an den Ruhepool hat man seine Ruhe. Das ist gut. Für uns als dreiköpfige weibliche Familie haben wir uns sehr wohl gefühlt, keine unangenehmen Situationen. Dadurch, dass wir tolle Leute kennengelernt haben und viel Spaß hatten, sind die Beanstandungen in den Hintergrund geraten. Preis-Leistungsverhältnis passt. Gutes Hotel für Familien die aufs Geld achten müssen, aber trotzdem einen abwechslungsreichen Cluburlaub erleben möchten.

Very good