Staff were friendly and helpful, food was fantastic, drinks were good.

The hotel is basically on a hillside, and it can only be classed as a trek to get to our room. This should be made a LOT clearer.

Great location, great food, excellent entertainment, good facilities. Could do with some acoustic panels in the restaurant.

I think the children’s sports equipment could be renewed every year e.g ping pong ball bats were worn out & no **********, so we had to go & buy our own ones. The football cage had great Astra turf but the nets were ripped to Pieces & the football were had threads hanging off, due to wear & tare. The pool table was out of order, considering you have to pay for a game, you would think it would be in their best intentions to get it mended, an all inclusive is to make sure the whole family is happy, especially the kids.

Morning, Well I'm not sure where to start with this complaint and I am extremely upset and angry with the way we have been treated. Firstly, with Covid and then due to my husband's health we have had to change this holiday on a number of occasions. Resulting at a financial loss to us. The holiday ended up costing us an extra £1050 due to your administration costs. This is absolutely unacceptable today with the current climate. Whether there is 1 person travelling or 10 people travelling it does not cost Tui any difference in administration costs yet Tui charge per person. I did ask for an exemption on this last change as we have had to bring the holiday forward and travel to somewhere a lot closer as my husband has now been diagnosed with vascular disease and vascular dementia and may not be able to travel for much longer but as the GP was saying he could travel as of today then the exemption was not allowed. Again this is absolutely horrendous. Does anyone travel once they have been told not to, I certainly wouldn't. I paid the fees as I had no choice and we booked to leave England for Crete on Tuesday 24th October. To actually book and confirm this holiday it took me 3 days as your website is totally inadequate for what it needs to do. I waited on the phone in between working and caring. I also chatted online although that was a waste of time also at some points as the staff on there could not search for me a holiday or check availability of more than one hotel at a time. Due to my husband's health I requested special assistance from Tui for both outbound and inbound journeys. This again was absolutely pathetic and why it is called special assistance when that is not what they provide. I had checked in online, when we attended Manchester Airport Terminal 2 check in desk the lady printed off the boarding passes for us and sent us to a desk to check in our luggage. I asked the lady about the special assistance and was told, once we had checked in our luggage we needed to go to the special assistance desk and collect a wheelchair. WE HAD TO COLLECT THE WHEELCHAIR WITH MY HUSBAND WHO CANNOT WALK VERY FAR. We checked in the luggage and made our way to the special assistance that took us a while due to the distance my husband had to walk and keep stopping due to the pain he suffers. When we finally arrived at the special assistance desk I sat my husband down and I went and got the wheelchair for him and explained to the man there I would push him rather than wait for someone to do that. That was fine with us as we felt it helped the staff there. We arrived at the gate to board the plane. There were three people who needed assistance. The gate staff took us down the lift, onto the plane lift and explained we would board the plane first to enable the cabin crew to then look after everyone else getting on the flight. I accompanied my husband and our three children boarded the plane with the rest of the passengers. We are not sure what actually went wrong however the cabin crew did not open the side door for the special assistance passengers and we were left in the plane lift for about 40 minutes. This is not good. Someone from below was shouting up to the man with us telling him the plane was ready to go. He was shouting down telling them to tell the cabin crew to open the door then and let us on. This was causing us all great stress and anxiety. More so as our children had boarded the plane. When the door was finally opened for us to enter, the stress and anxiety continued as everyone was already sat in their seats waiting for us to board. We boarded half way down the plane and it was a struggle for us to get past everyone. Especially as I had our hand luggage and was trying to watch and help my husband. When we arrived in Crete, the cabin crew announced for us to stay seated and the team for special assistance would come on and get us. We followed the instructions. We were taken onto a plane lift again with only 4 seats. 4 people sat down but this left my husband who needed assistance stood up holding onto a ceiling hanger whilst they moved the plane lift down. 1 man had his leg in a brace and had crutches. He was given a wheel chair straight away. As my husbands illness is not visible the staff did not offer him a chair or any assistance and shown us to where the door for security was to join the queue. This also happened to the other passenger who required special assistance. This is wrong and needs dealing with. I spoke up and explained in detail with a language barrier that my husband needed a wheelchair. The lad answered its not far and it is that way...I was very annoyed but just joined the queue. The man could clearly see the pain on my husbands face in the queue as after about 5 minutes he came over and took us through security to baggage lounge where there were seats. At no point was a wheel chair or help offered. When I approached the Tui rep at the airport about this she just had an attitude, it was late and I just wanted to get us to the hotel. The rep's attitude was not good customer service. I wish I had got her name now. We arrived at our hotel..........It gets worse. On arrival we were told we had been upgraded to a sea view room. Sea view, what 50 miles away obstructed by a building. Not what I would call a sea view room. This hotel was supposed to have 4 star status. This is not the case. The write ups on the Tui website about the hotel is a load of rubbish. The hotel is run down and very tired. Needs lots of work doing to it. Parts of it are also dangerous. We had two rooms very much the same. The decorating of the rooms has been done very poorly, painting round light fittings and beds etc. Air conditioning broke - bare electrical wires hanging over the balcony door. Everytime the curtain touched the wire the air conditioning would go off. Toilet flush was broken and loose. To flush we had to use two hands, holding the flush in place with one and pushing it to flush with the other. The fridge was inside the wardrobe.....It was broken, not cold and sounded like a plane taking off all the time, even at night when trying to sleep. The wardrobe door over the fridge did not close. The cleaner brushed the floor on two separate occasions and left the dust / rubbish in a pile near the bathroom door. On both occasions this caused ants and we had to clean that up ourselves. The shower ********** to turn it on and off was broken. We had to use two hands to hold the shower ********** in place whilst we turned it on. The water from the shower via the bath did not drain. When in the shower we was paddling in the water and the next person to go in th shower / bath had to wait at least 5 minutes for the water to drain. We understand it was coming to the end of the summer season however we are still paying and should still have the same holiday experience as everyone else. The hotel put up posters advertising food theme nights each night. The food didn't change at all whilst we were there. There was no kids food for the last two nights as they said they had run out. They had started to close down the drinks units to help themselves and the snack bars. The snacks that were there were cold and random as if they were trying to use the food they had left, for example sprouts with spaghetti bolognaise! Everyone was restricted to 2 drinks each at 1 time. Beer was serviced in little plastic cups and these cups you had to take back to the bar to get your next drinks. They used the same cups. Pop and shorts were served in very small paper cups. We had to pay for bottled water I could go on and on....... On our return journey again the same thing happened with the special assistance but this time I insisted at the check in desk for a wheelchair for my husband after the two days of pain he suffered when we arrived which spoiled the beginning of his holiday. They eventually got him a wheelchair but after a very long wait for the wheelchair at the check in desk we were taken immediately to the gate and boarded the plane. The special assistance was absolutely useless. I would like a reply and explanation to all of my email from a manager within Tui. I have got photos I can provide if needed. I could expect some kind of compensation. If I am not satisfied with the response I will be emailing direct to the CEO of Tui. Kind Regards Jamima Greenall Barton