The best
Our experience at this hotel was very disappointing from start to finish.
We lost £400 for the first two nights of our booking, even though we physically could not be there due to flight cancellations caused by ground handler strikes — completely outside of our control. To make matters worse, the hotel changed its cancellation policy just two days before the strike, ensuring they could still charge us despite the circumstances. This felt extremely unfair and opportunistic.
On top of that, our original all-inclusive booking was altered through Expedia, adding more confusion and frustration.
Trying to make the best of the situation, we continued our stay for 3 nights (instead of the original 5) and booked another hotel, Grupotel, for the remaining 2 nights — which, by contrast, was a fantastic experience and I would highly recommend.
Unfortunately, during our 3 nights at this hotel, the negative experiences continued:
Because of our different wristbands, we were constantly questioned, given conflicting rules, and even embarrassed in front of other guests. For example, a staff member shouted across a crowd that we couldn’t eat in a certain area — instead of discreetly approaching us. Staff repeatedly came over to check our wristbands as if trying to catch us out, which created a very uncomfortable atmosphere.
The pool area was overcrowded, with all sunbeds taken. When we finally found two beds, there were no umbrellas available. Staff simply said “sorry,” which was surprising for a hotel of this size not to have spares.
On our last day, my wife returned to our room in the morning only to find our key no longer worked, even though check-out wasn’t until 12pm. Reception said it was a “system error,” but the timing felt suspicious and frustrating.
Before leaving, we requested to speak with a manager. Only then were we told: “If we had spoken at the start, we could have given you all-inclusive.” This was incredibly frustrating — given everything we had been through, and the fact that we were still charged £400 for nights we didn’t stay, this should have been offered from the beginning without us having to chase. The manager did eventually offer us a paid lunch for the inconvenience, but it felt like too little, too late.
Overall, we left feeling let down both by the hotel and by Expedia. We paid for services we didn’t receive, through no fault of our own, and endured poor treatment during the stay we did manage to have. Yes, we accept that sometimes things go wrong, but a hotel of this standard should handle situations with more fairness, compassion, and professionalism. I hope management take this as constructive feedback and put better systems in place to avoid treating guests this way in future.
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