Overall, we had a pleasant holiday and I am not contacting you to request compensation. However, I was genuinely disappointed by the standard of the hotel and feel that its 5-star rating is misleading to customers booking through TUI. Last year we stayed at the Atlantica Beach Resort in Kos, also booked through TUI and advertised as a 5-star hotel. The difference in standard between the two properties was vast. I completely appreciate that hotels can offer different styles and facilities, but I would expect properties carrying the same 5-star rating to meet a broadly comparable standard of quality, maintenance and service. Unfortunately, there were several aspects of our stay at Aqua Bay Suites that I simply would not associate with a 5-star hotel: * We stayed on the second floor and the lift was out of order for the majority of our stay. There was no signage explaining that it was broken and no information or updates about when it would be repaired. * On our final day, I asked reception for assistance bringing our luggage downstairs because the lift was still not working. I was told that nobody could help us and that we would need to take our suitcases ourselves to another lift further away. I found the lack of assistance particularly surprising for a hotel advertised as 5-star. * The drains in our en-suite bathroom smelt extremely unpleasant throughout our entire stay. * There were regularly trays of dirty glasses and plates left outside rooms and along the corridor, which made the communal areas feel poorly maintained. * The broken lift also resulted in guests leaving pushchairs in the corridors outside their rooms, adding to the clutter in the communal areas. * While the sunbeds around the main pool were of a high quality, the pool area felt extremely overcrowded and the sunbeds were consistently full. For what is marketed as a 5-star resort, the main pool area did not feel as though it had sufficient space or capacity for the number of guests using it. * More concerningly, we found the main swimming pool itself to be dirty, which again fell well below the standard of cleanliness I would expect from a 5-star property.

The usual holiday issue of towels on Sun loungers!! Although there were signs stating towels placed before 9.30 would be removed, that never happened. The Hotel apart from this issue was wonderful. Especially the food in the buffet restaurant. My wife is Gluten Free, so perhaps more choice could have been available for her.

Hotel was really clean and loved choice of pools and food. Probably not 5 star but we had a great deal so very pleased. Waterpark and pools were excellent, as was kids club. Great for families.

Room with a private pool was not anywhere near the expectation, it was in the shade all day long and dark

Arrival was super chill and straightforward.Staff here are just fabulous,always so accommodating.They work such long hours yet nothing was ever an issue for them.The TUI entertainment staff,every single one of them,were amazing with the children (and adults!).They’re energy is off the scale!.Room was spotlessly clean and refreshed/cleaned every day.The food options and quality were amazing and the hotel itself is in such a prime location.Water park brilliant,perfect size so 0 complaints,will 100% be returning