absolute nightmare
Our stay wasn’t what we expected. When we arrived, we first noticed the lampshade in our room was broken and the bathroom door wouldn’t shut properly. The lampshade was then fixed, but despite reporting the bathroom door to reception every day, it wasn’t repaired until our last day. The bathroom door was the biggest issue. It wouldn’t close properly at all, and there was no handle or lock on the door. Every time we used the bathroom, we had to push and hold the door shut ourselves because it just wouldn’t stay closed. This was really inconvenient and disappointing, especially as we reported it every day but nothing was done until the end of our stay. Another problem was the noise at night. There were constant loud squeaking, scraping and banging sounds coming from above our room, making it really difficult to get a good night’s sleep. It happened every night and made it hard to relax and sleep properly. The food was also disappointing. It was very repetitive, with the same dishes being served every day, so there wasn’t much variety at all. On top of that, a lot of the food lacked flavour and was quite bland. By the end of our stay, we were struggling to find anything different to eat. We were also surprised by the lack of basic amenities, especially for a hotel advertised as five stars. We went to reception because we realised we didn’t have any toothbrushes with us and expected the hotel to be able to provide them, but they couldn’t, so we had to go out and buy our own. There was also no toothpaste, soap, tea or coffee in the room. We would have expected basic extras such as slippers and an iron from a hotel claiming to be five stars, but none of these were provided. Another concern was the lighting in the corridor outside our room. There were no lights on in the corridor at night, making it very dark, creepy and, in our opinion, unsafe, especially for children. We were surprised that this wasn’t addressed, as it made simply walking to and from our room feel uncomfortable. The service from the staff was really disappointing. Whenever we asked for help, we were constantly being passed from one member of staff to another. One person would tell us to speak to someone else, then that person would send us somewhere different. It felt like nobody wanted to take responsibility or actually resolve the issue. As we had booked our holiday through Love Holidays, one of the staff members told us that someone from Love Holidays would come and speak to us about our concerns. We waited, but nobody ever came, and no one gave us any update or explanation. Instead of feeling welcomed, we were made to feel like strangers in the hotel rather than guests. We chose this hotel as part of a trip to celebrate our son’s birthday, so it was disappointing that our experience at the hotel didn’t live up to what we had hoped for. Overall, we were disappointed that our concerns weren’t taken seriously. We repeatedly reported the bathroom door, yet nothing was done until the very end of our stay. For a hotel that advertises itself as a five-star hotel, we expected a much higher standard of service, maintenance and attention to guests.
