This hotel is set in beautiful surroundings and we had an attractive, reasonably well appointed room. But I'm about to point out a series of negatives, which you may be okay with, but they spoiled our break. It just could be so much better as certain elements became really irritating, particularly the behaviour of the evening buffet restaurant staff. So, we would not recommend this hotel if you like good quality 4 or 5 star service and accommodation.
Overall, this place comes across as a very backward, unpolished, slightly cheap, 3 star hotel and cuts costs at every opportunity. And for £200 a night I expect much, much more
1. Firstly, keeping all those live canaries/birds in such a confined cage is appalling. Every time I walked past that cage I cried inside. Please, if they cannot be freed, build them a massive cage with room to fly/exercise and a big bath. It's just cruel
2. Communication or Information - there is none. Whilst we were given a small map with our key card, nowhere could we find any info about food availability in each location, menus, tea/coffee availability, was there any room service? Bars? Entertainment?What about local events like the market? Different swimming pools? No telephone contact numbers on the telephone. Bits of A4 paper in plastic holders are minimal and were removed from most decent hotels in 1985! Wallpaper at best.
A simple tv based system, easily updated, which reception could tell you about on arrival would be helpful.Or even plasma touch screens strategically located. What about an app?When I phoned the ONLY number given, 99 for reception, I asked if we could book to eat at the buffet dinner at 6pm that evening. I was told they do not have that information and cannot help. Go down at 6pm and ask - maybe, maybe not. Could you be anymore unhelpful? (We did try and they were fully booked so we reserved a table for 3 days later). Seriously in a hotel this size why isn't there a central hub with information at their fingertips?
3. Restaurant- We booked a table for early sitting (6pm)buffet on Tues (when we were told they were full) for the Friday evening. Upon arrival on the Fri for our reservation Sheila, the hostess, told us they were full. We explained we booked with her 3 days earlier, she looked like a deer in headlights and a manager (I think. No name badge) came over. His behaviour was absolutely disgraceful - his approach was he was doing us a favour by finding us a table and we should be grateful. No apology just a 'mistakes happen' statement.We would have walked out but with a type one diabetic who’s already had their insulin we could not be picky. The meal was average, bland , batch cooking for the masses, frozen pizzas from cellophane. We’re really glad that’s the only night we ate there. They're only interested if you are booked half board.
4. As I have some mobility issues (and I showed my blue badge on arrival for the car park space) I checked that the room was close and on a lower floor, and at check in I was assured it was. It turned out it was on the second floor (of 3), several buildings away! Not a great first impression. Plus a lift out of order for days.
5. Rooms. Our room never got any sunlight so the balcony was a waste. Why was a DOUBLE room made up as two single beds?
The room was also next door to the housekeeping store with the constant noise of banging trollies. Despite this, the housekeeping treatment of our room was inconsistent and failure to top up T&C ingredients or bathroom toiletries happened regularly. We only ever got 2 sachets of coffee and 2 milks every day, despite asking for more, it was like we were being strictly rationed. We went and bought our own.
The shower mechanism is not very good. You have to get in the bath and turn the shower on before being able to adjust the temperature, and the towels were threadbare.
Reception insisted we had a valet take us to our room, but he missed the perfect opportunity to explain fire exits from our room or provide any information.
Why did we have to pay extra to use the standard in-room safe. Why? There are no on going costs for them.
No bath robe either.
Pillows not great and only one spare one in wardrobe.
The English speaking tv channels regularly froze or just weren't available.
The WiFi was very reliable.
5. Breakfast. It is mayhem. A good selection, but I urge the restaurant manager to complete the 'customer journey' properly and make changes. Now I'm aware different nationalities eat differently, but, if you are going to have 'stations' then set them up logically. So, I want toast or bread, I can get my butter. But where is the jam, marmalade, cheese etc? That's right, on the opposite side of the room! Cut fresh fruit in a different part of the room to the yoghurt bar, massive queues for eggs/omelettes next to each other. Why not set up two different areas for hot foods? We ended up having our breakfast at the earliest time just to avoid the masses, and that's not ideal when on holiday. The self serve coffee machine was disgusting and it's hit and miss if you get served coffee in a pot to your table, but you can guarantee getting mowed down daily by a waitress with a crockery trolley.
The shopping centre opposite the hotel is run down and depressing. And the scrub land alongside is a bit off putting. But by leaving the hotel by the bottom gate means the lovely marina area was near enough and we had some fabulous meals near the port/beach.
This hotel needs some forward thinking management with marketing skills and a focus on high level customer service particularly given the prices they charge. If they're aiming at a lower market or 'package' holidays then reduce the price. But we won’t be visiting again.
