Disappointing
This hotel has the potential to be great, but unfortunately it falls well short because of poor customer service and inconsistent standards. The positives were the lovely pool, good cocktails, and a hardworking animation team. The sunshine and swimming made the holiday enjoyable despite everything else. The biggest disappointment was the reception staff. They were consistently unhelpful, inflexible, and seemed completely uninterested in customer satisfaction. Nothing was ever straightforward, and even a smile appeared to be too much to ask. The restaurant staff were also slow, with tables left uncleared for long periods and little friendliness. The bar staff were at least more welcoming. The entertainment team put in plenty of effort, but the programme was repetitive. During our stay, Barcy somehow had two birthdays, and several evening shows were repeated. The kids' club was also mainly aimed at very young children, with little for older children or teens. Activities were available however these were geared towards adults and the children were often sidelined. We did have an apology for this and they agreed there wasn't enough available for the teens so they did arrange a teen ping pong competition but nothing else again after that. Cleanliness also needs improving. The poolside toilets were regularly filthy and often had no toilet roll or soap. There were several confusing inconsistencies. Inflatables were supposedly banned from the pool, yet the rule seemed to change depending on who was on duty. The hotel also sells inflatables in the shop, claiming they're for the beach-but the beach is either a bus ride away or down a very steep hill and on such a windy island I am not sure a sensible option - so that explanation didn't make much sense. The food was average, plenty of choice but nothing memorable. Overall, we left disappointed. With better management, improved facilities, and staff who actually value customer service, this hotel could be much better. We wouldn't recommend it based on our experience. If you've already booked, you'll still enjoy the sunshine and the pool, but I'd lower your expectations of the service.
