CM V.
Google
At first sight, the resort looks impressive: the location and views are stunning. Unfortunately, that’s where it ends. Service is slow, unorganized, and far from five-star quality. Simple orders take forever, and staff seem more concerned with enforcing rules than actually taking care of their guests.
The biggest issue: children are simply not welcome here. My eight-year-old son was not allowed to eat in the restaurant, not even at the kids’ pool of just one meter deep. On another evening, he was forbidden from watching the sunset — that entire terrace was off limits for children, while dogs were lying there without any problem. Technically, children are “allowed” in the main pool, but only between 8 and 9 pm. At that time, almost every European child is already at the dinner table or in bed. This feels like a sneaky way to claim kids are welcome, while in reality, they are not.
When I raised these issues, management pretended to care. They promised we could check out one night earlier with a refund and even invited us for sushi that evening. But let’s be clear: you don’t leave a resort a night early and rebook flights for fun. You only do that if things are truly bad — and here it was so poor, and we felt so unwelcome with our child, that we had no choice. And even then, the “gesture” turned into a joke: we still had to pay for the sushi. Yes, they gave us 20% off, so clearly the restaurant was aware of the issue, but outside the resort we ate sushi for less than 20% of what they charged us. A textbook case of mismanagement.
The rooms are equally disappointing. Bathrooms are tiny, more like changing cabins at a public pool. The beds are completely worn out, offering no comfort whatsoever. My child had to sleep on a sofa in the living room without curtains, waking up at 6 am every morning. Our first night we were placed right next to an electricity building where you could literally hear the current crackling. Only after we complained — and a Dutch staff member admitted they had received more complaints about this — did we get another room the following day.
But the real disaster here is the management. Their attitude is shockingly arrogant. Promises are made and not kept, complaints are dismissed, and guests are misled with empty words. For a hotel that carries the Hyatt name, this is deeply shameful. We have stayed at countless Hyatt properties worldwide and collected a huge amount of loyalty points. Compared to the many excellent experiences we’ve had with Hyatt elsewhere, this resort is nothing but a complete failure. Worthless promises, misleading communication, and management that simply does not take guests seriously. Hyatt should be embarrassed that this resort operates under their brand, and this should be escalated to higher Hyatt management globally.
Breakfast is basic and far below five-star standards. All in all, this resort has been a huge disappointment. A beautiful location, but nothing beyond that: broken promises, poor service, arrogant management, and a complete lack of child-friendliness. An experience worth no more than one star.
We have also made it clear to them that this review will be shared across several platforms, where we have a serious following. Frankly, I don’t even care anymore if that bothers them — their arrogance is truly beyond belief. I am very curious to see if they will respond to this review, or if we’ll just get another arrogant standard email. If that happens, I will simply make every single email I received from them public. It’s time they start reflecting on their own behavior. When you make a promise to a guest, you keep it. That’s the very least a so-called five-star resort should understand.
