The hotel location was perfect, nice that we had the zoo, waterpark and the sister pirate hotel near by was great for the kids. The pirate hotel had so much better pool facilities for children, with slides, and more kid friendly aesthetics. Our hotel looked a bit tired, the food was ok, we upgraded to ultra all inclusive and all the additional restaurants you got on that were all fully booked so that wasn't great. Everything was done on the hotel App but the WiFi was so patchy you could hardly get on it to book anything, it was completely down the day we arrived, you go to reception with any queries and the answer was always do it on the app but that wasn't true as we discovered a handful of times. The entertainment was poor we only saw the entertainment staff once when they came to do Aqua Zumba, nothing was advertised anywhere - apparently it was all on the app. But for me a holiday is about being off your phone not on it constantly.. the evening entertainment was ok.. For a resort aimed at families and for children we didnt think the timings were very good. Breakfast didnt start until 8am, dinner didnt start until 6.30pm the pools didnt open until 10am and then the pool bar didnt open until 11am, so unless you climbed the massive hill to trek it back to the restaurant you couldn't get any drinks not even water before the bar opened. On hot days and with young children this is shocking. When the pool bars did eventually open there was a massive queue as everyone was thirsty by this point and there was only ever 1 person serving so it was super slow service.

I am writing to formally log our deep dissatisfaction regarding our current stay at your resort. We paid £4,800 for what was advertised as a premium family holiday, but our experience from the moment of arrival has been entirely unacceptable. We arrived at 1:00 PM after a long journey with three young children. The check-in queue was unacceptably long, and there was absolutely no shade provided for families waiting outside in the heat. The reception staff were unhelpful and offered no support or welcome. We were then informed that we could not check in until 5:00 PM. Because no changing facilities were offered, we were forced to open our suitcases in public, in the intense heat, to retrieve our swimwear and change in the public toilets. This was deeply uncomfortable and degrading for our family. Furthermore, our room is in a shocking state of disrepair. While we understand some decor may be dated, the lack of cleanliness and maintenance is unacceptable. Specific issues include: • Health & Safety: Visible mold in the room and a filthy, unhygienic bathroom drain.Property Damage: Torn curtains and rotting wood on the outdoor decking.Poor Maintenance: The grounds surrounding the hotel are neglected and overgrown with weeds.Inadequate Amenities: The air conditioning unit is extremely loud and repeatedly wakes the children throughout the night.Insufficient Provisions: Despite booking for a family of five, we were only provided with two cups, barely any condiments, and entirely inadequate wardrobe space. The pillows provided are also completely unusable.We specifically paid for a room upgrade, yet this accommodation does not even meet basic standard expectations. At present, this experience feels valued closer to £3,000 than the £4,800 we invested. We want to give you the opportunity to turn this holiday around for our family. We require an immediate inspection of our room, a moving to an appropriate, clean, upgraded family suite that matches what we paid for, and adequate amenities for five people. I look forward to your immediate response and action today. Even tho we paud close to £5,000 we was unable to use the extra resturants. We was unable to book to have a pizza delivered unless we had ultra inclusive. No where i have ever been on holiday using yourselves and paid all invlusive have i not had acsess to these things. We was made to feel like second class citizens, the staff was rude and the food was really bad and the same every night more a less. Any where i have booked with yourselves before the level of food at the buffet has always been great. This hotel is a shambles and i would be embarassed to offer customers this holiday and i wpuld be embarassed to work there amd wear their uniform. If i was ylu i was strongly suggest letting go of this hotel off your site. We spoke to atleast 10 other cpuple who was deeply upset with this holiday. To top it all off a rep from jet 2 was at th hotel every othr day. The staff at the hotel said you will be lucky if a tui rep shows once a month. Why is that? Me and another couple have got in touch with rip of britain about this and had a succsessful outcome. Yours sincerely Haney family.

door frame and head boards hanging off, doors swelled from water, air con not working for first 3 days even after reporting. kids rooms boiling hot. tiny space, unclean and dated. for the money i paid im not pleased

It was not clean at all, we had our room cleaned on tuesday but when we showered that evening the shower was filthy from walking INSIDE the lodge!! Outside was full of ********** ends and melted sweets. The lodges need updating they are all water damaged in the bathrooms, wood is all swollen and peeling, the drains smell BAD!! Its sooo noisy you can hear everything in your neighbours lodge even the ones who arent attached… And there was no breakfast provided on the day of departure which is pretty poor considering youve paid for that day also!! Also cant comment on tui as we only saw a rep once at the stand. Good bits- great for families, the water park and zoo are fab!! If you get a good deal id say go, it isnt worth paying through the nose for. The food had a decent variety and was ok quality

Excellent family accommodation. Clean, spacious lodges with comfortable beds and great facilities. The unique setting next to the zoo and water park made our stay extra special. Friendly staff, good food, and a relaxing atmosphere. Highly recommended for families visiting Benidorm.