Main Concerns With Our Stay Hotel Dolphine Health and safety around the swimming pool: My daughter Lily cut her finger while using the pool area and required a bandage from the lifeguards. Despite this, the pool area was not properly checked or inspected afterwards. There are serious concerns regarding the condition of the pool, including very sharp edges on tiles where the pools meet and multiple broken tiles, which present a significant risk of injury to both children and adults. Sprinklers around the pool: We were informed by the pool attendants that the sprinklers could be harmful to the skin and should be treated with caution. However, there were no clear warning signs next to them, despite large numbers of children running through them. This is a serious safety concern. Noise and parties: We were told that the loud parties/events held at the hotel would not happen again after we raised concerns about the music blaring throughout the night. However, further parties and events subsequently took place, again keeping us awake. This was particularly disappointing when we had paid for a relaxing holiday. Sleeping arrangements: We were initially provided with one double bed for three people. We were not informed on arrival that an additional bed could be requested. We only discovered this by accidentally walking past the room service area six days into our stay. When we first arrived, we were not even provided with an additional quilt/duvet. • Food quality and choice: The food was extremely repetitive, with roughly the same selection of curries being served for breakfast, lunch and evening meals. Much of the food was also extremely spicy, which made it particularly unsuitable for children. On several occasions, food was also served cold or appeared to be undercooked, which is extremely concerning from both a quality and food safety perspective. The catering options for children were very poor, and we would not consider this a family-friendly resort based on the food provided. There was very little variety or choice throughout our stay, and the overall standard of the food was far below what we would expect from a 4-star family resort. Snack bars: The snack bars were extremely disappointing. There were usually only around two options available, and these often appeared to be food left over or repeated from the main meal services. This is not what we expected from a resort of this advertised standard. Entertainment and equipment: The entertainment equipment, including bats, darts equipment, pool tables, ********** and other apparatus, is in a very poor and worn condition and appears to be in need of replacement. Children's entertainment also starts far too late, with some children's shows not starting until around 9:30pm, which is unsuitable for younger children. Staff attitude: Some members of staff were absolutely brilliant, particularly the pool attendants and the head of the restaurant, and they deserve recognition for their efforts. However, other staff members were extremely rude. We even had to speak to a member of staff at the Flippers Bar regarding the way they spoke to my wife, which was completely unacceptable. Beach and surrounding area: The beach and the area behind the hotel need much more attention when it comes to cleaning and rubbish removal. The amount of rubbish around the area gives a very poor impression and does not reflect the standard expected from a 4-star resort. Paint on clothing: I got wet paint on a shirt during our stay and had to throw the shirt away. There were no warning signs indicating that the walls/areas had recently been painted, which could easily have been avoided with appropriate signage. Condition of the hotel room: The room was very worn and tired, with marks throughout, damaged mirrors and a general lack of maintenance. The bed also appeared to be simply remade rather than properly having the bedding changed during our stay. Overall condition of the hotel: Having stayed in other 4-star hotels, the difference in standard was unbelievable. The condition of the hotel, food, pool and garden areas did not feel remotely consistent with what we would expect from a 4-star resort. In our opinion, we would rate this hotel 3 stars at best, and being completely honest, some aspects felt closer to a Travelodge in the UK than a 4-star holiday resort. Local parties versus paying holiday guests: It often felt as though the hotel was more concerned with accommodating local people attending parties and events than looking after guests who had travelled from abroad and paid thousands of pounds for their holiday. The repeated late-night events and noise were particularly frustrating when we were paying for a relaxing holiday experience. Having to leave the hotel: The experience became so disappointing that we actually ended up paying for three nights at another hotel, which was completely unintended and an additional expense. The difference in standard between the two hotels was unbelievable and really highlighted how poor we felt the original hotel was. Management response: After raising several complaints throughout our stay, I eventually spoke directly with two members of management. They were both extremely understanding and agreed that the complaints were serious and needed to be taken further. They were also surprised and disappointed that it had taken so long for the issues to reach them, particularly as I had already raised several complaints with the hotel. I was informed that the assistant manager had not passed the previous complaints on to senior management, which I found extremely concerning. Both managers acknowledged that the hotel has had ongoing issues, including problems with equipment and other areas that require attention, and agreed that a lot needs to be put in place to improve the hotel. They encouraged me to make a formal complaint, stating that they agreed the holiday we had experienced was not the standard or experience we should have received, and confirmed that they were expecting the complaint to be raised and would take the matter further on their side. Air-conditioning leak: This happened even after we had been upgraded to a junior suite for the last couple of nights of our stay. Water started coming out of the air-conditioning unit, and we reported this to the hotel. We were told that the maintenance man would come and fix it, so we left the room to allow them to carry out the work. However, the problem clearly had not been properly fixed, as during the night water was streaming from the air-conditioning unit directly onto the bed. We then had to report the issue to the manager again. This was particularly frustrating given that we had already raised a serious complaint during our stay. It shows extremely poor communication between reception, maintenance and management, as the issue was not properly dealt with or passed on despite the hotel already being aware of our complaints. Even after being moved to a junior suite, we were still left dealing with problems that resulted in yet another night of disrupted sleep. This was completely unacceptable. general condition of the hotel. The fact that we ultimately paid additional money to stay elsewhere simply to get away from the hotel demonstrates just how dissatisfied we became with the experience. We believe these concerns should be taken seriously and investigated, particularly the pool safety issues and the repeated late-night parties and events. Overall, this holiday fell significantly below our expectations. We paid a substantial amount of money expecting a 4-star family resort and instead experienced issues with health and safety, cleanliness, accommodation, food, entertainment, noise, staff attitude and the overall hotel.

Hotel was amazing, the view from the balcony wasn’t great and the room not massive but did us ok

Beautiful place the friendliest staff you could ever meet, nothing to much trouble, always a smile 😃

Hotel is so peaceful providing the ability to relax or you can partake in activities with the animation team if desired . Staff are friendly and always polite and willing to help you with anything . Rooms were of a good standard and cleaned daily and the restaurant had plenty of of options to chose from

Asked for ground floor room ,was given3rdfloor no lift, moved down 1 floor then 2 days later to ground floor had issues with air-conditioning leaking and then no tv or WiFi working in the room, moved to bungalow and then had issues with leaking air-conditioning again then internal phone did not work then went to use hairdryer and that did not work,food was a struggle for me as I don't eat spicy food ,I found it difficult in the evening to find anything that didn't have spice or pepper, I mainly had to eat plain rice and salad, at weekends when 300-400 locals come to hotel there was much more choices of food and they were better catered for than guests that were there on annual holidays,as soon as they left on the Mondays we would get much less choice of foods. On several occasions I had asked or reported things to reception it took until the next day and me reporting again before things were sorted. 1 morning around the main pool staff were waiting around the bar area and half was closed off this was a day when the locals were there they were also painting the concrete bases for the sunshades, this could have been done later in the week when less busy. We were not advised that this hotel was used for locals at the weekends ,we would like to have had a choice to maybe use another hotel.