T3918FFmariec
Google
Further to checking into the hotel on the 7th of October 2025, I wish to express my extreme disappointment with both the room we were allocated and the overall standard of service we received during our stay. Unfortunately, our experience fell far short of what I would expect from a five-star establishment.||As part of a larger group, the receptionist initially suggested that we view the two-bedroom family room since there were five ladies in total. However, we had already paid in full for two deluxe twin rooms with sea views, and upon inspection, it was immediately clear that the family room was not suitable for our group. It offered only one wardrobe, one bathroom, and no sitting area - wholly inadequate for five adults.|My daughter, my 85-year-old mother, and I, who were staying for 11 nights, were placed in the a twin room. Given my mother’s age, allocating us a room with a shower located inside a bath, with very limited accessibility, was extremely inconsiderate. A quieter and more accessible room would have been far more appropriate for three adults with no children, yet instead, we were placed in a high-traffic area where people, children, and buggies passed constantly. Two days later we were offered an accessbile room which was immediately apparent that this was a downgrade: it was designed for two adults and one child, with a much smaller balcony (two chairs only), no sitting area, no vanity space, and minimal bathroom storage. By this stage, the entire experience had become quite distressing, and we decided to remain in our original room. It was also clear from the number of vacant rooms across the resort that availability was not an issue, particularly as it was not high season. Sadly, the situation worsened when my mother suffered a serious fall while attempting to get into the bath to use the shower. She injured her ribs, badly cut her knee, and bruised her hand. Thankfully, the first aider on site assisted in cleaning her wounds, and we arranged for painkillers and anti-inflammatories. This incident could have been avoided entirely had we been allocated a room appropriate to her needs.||Housekeeping standards were extremely disappointing. We had to call four separate times to have our room sprayed for ants, which was both unpleasant and unhygienic. Despite this, the room was never cleaned properly. Basic amenities such as soap were not replaced, and we repeatedly had to request fresh towels. On one occasion, a visibly dirty towel was folded and left in our room for reuse, behaviour that is simply unacceptable in any hotel, let alone one claiming five-star status.||This entire experience caused my elderly mother significant distress, at a time when she had been hoping for a peaceful and restorative holiday. Instead, she was left upset and physically injured, ultimately wishing to return home early for the rest she had intended to find with you.||I am sharing this feedback not only out of disappointment but out of genuine concern that no other guests , particularly those with elderly family members, should have to endure such an experience in a hotel of your standing.
