“Danke”

Hotel ok, TUI super, in ganzen gut!

Bit disappointed with balcony as it was a concrete wall that you couldn't see over when sitting.

Was terrible staff hardley spoke English, no service whats so ever didnt get asked if we wanted a drink in resturant had to get our own on every visit. It was vwry Russian based. Staff were miserable didnt smile at all. People were rude and pished in, touching food with there hands eating it and putting back. Liked it on pier until they started doing work and had machinary making noise all day. Its the worst hotel i have ever stayed in we have stayed inots at Lara beach as well and never experinced this. We met 1 English couole that had arribed in night and they hated it and paid extra money to switch hotels If i had momey i would have done the same but paid enoigh all ready. No one actually smiled at all really ruined my hoilday there was no atmosphere at all. Staff hardley spoke English either im really disappointed as was so lpoking forward to going as i love Lara beach.

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.