Very clean and comfortable

“Podróż poślubna”

Obsługa przesympatyczna bardzo pomocna itp. Jedzenie cóż środa i czwartek słabe ciężko coś wybrać było sobie ale są też przekąski w godzinach 11-18 i tam raczej każdy coś dla siebie znajdźie. Pozostałe dni mega smaczne Co do animacji myślę że ok Basen mały ale nad morze jest 3 min pieszo więc my nawet raz nad nim nie siedzieliśmy( plaży w pobliżu jest 3, pierwsza 3min druga 10 trzecia 20 pieszo wszystkie ładne) Hotel w sam sobie do najnowszych nie nalezy, potwierdzam że w łazience sylikon jest w grzybie, klimatyzacja chodzi bardzo głośno i nawet wyłączona wydaje jakieś dźwięki jakby wentylator jakiś się wcale nie wyłączał co jest trochę uciążliwe) dodatkowo my mieliśmy pokój na parterze więc okna były cały czas zasłonięte - wychodząc na balkon przed nim stół do bilarda i ping ponga ludzie kręcili się cały czas. Poza tym mając pokój na parterze trzeba liczyć się z tym że bar jest do północy i często gęsto słychać ludzi bo nikt nie zamyka drzwi oddzielajacych hol od pokoi i się strasznie niesie Na plus fakt że po zdaniu kluczy można zostawić bagaż w specjalnym pomieszczeniu zamykany na kluczyk więc jak ktoś ma lot późno to może dalej zwiedzać (jest to bezpłatne) oprócz tego jest też prysznic z ręcznikami więc można też przed wylotem się umyć. Z baru i jedzenia też można korzystać cały czas. Z hotelu na przystanek jest max 400m a autobus do stolicy jeździ średnio co 20 min do późnych godzin także jest to świetna baza wypadowa A i WiFi jest ale tak jakby go nie było. Trzeba się zalogować a nawet to jest ciężkie do wykonania. My finalnie korzystaliśmy że swojego internetu bo nawet jak udało nam się zalogować to prędkość 1mb/s to jakiś żart - wiadomość na msg się wyślę ale np przesłać zdjęcie czy załadować jakąkolwiek stronę to już wyczyn My finalnie jesteśmy zadowoleni Ale nas większość czasu w nim nie było.

Could do better

Really welcoming all staff from houeskeeping to front off house are extremly profesional at every levell

Dear Customer Relations, I am writing to make a formal complaint regarding our recent all-inclusive holiday booked through TUI. Unfortunately, this was the worst hotel experience our family has ever had, and we feel that the holiday we paid for fell significantly below the standard that was advertised and reasonably expected. Upon arrival at the hotel, our rooms were not ready. We were instructed to leave our luggage in a storage room, however it was already full, meaning we had to remain with our luggage for several hours. This resulted in us losing valuable holiday time. The air conditioning in the reception area was also performing very poorly, making the wait extremely uncomfortable in temperatures of around 34°C. Before travelling, I specifically requested adjoining or family rooms and contacted both TUI and the hotel several months and again several weeks before departure. I was advised that availability would be checked upon arrival. However, when we checked in, we were informed that the hotel did not have family rooms or adjoining rooms at all, only standard twin rooms. As a family of four, this meant we were separated for the duration of our holiday, which was extremely disappointing. The air conditioning in the hotel continued to perform poorly for the first four days of our stay. Reception advised us it was undergoing maintenance, but this offered little comfort given the extremely high temperatures. On one evening it failed completely, leaving guests in the lounge visibly uncomfortable and dripping with sweat. The pool facilities were also very disappointing. The main pool was exceptionally deep, something that was not made clear in the hotel description. Three members of our family are non-swimmers, making the main pool unsuitable for us. We therefore had to use the smaller pool, which was dirty and had an unpleasant smell. The condition of this pool was so poor that we have since had to dispose of swimwear that retained the smell despite washing. As a result, we chose to spend several days at the beach instead, paying €41 each time for four sunbeds. We visited the beach on four occasions, resulting in an additional cost of €164 that we had not budgeted for on an all-inclusive holiday. The room itself was also below an acceptable standard. There was rust around electrical sockets and in the bathroom, the sink leaked continuously leaving the bathroom floor wet throughout our stay, and there were only two electrical sockets available in the room, which was inadequate for a family of four. The customer service from hotel staff was equally disappointing. Whenever concerns were raised, we were met with little interest or assistance, often receiving nothing more than a shrug of the shoulders. On one occasion the hotel had completely run out of ice creams, and on another occasion there was no bottled water available to purchase. I find it unacceptable that an all-inclusive hotel could run out of such basic items, particularly bottled water, which was not included within the all-inclusive package. Reception showed no concern when this was reported, despite the nearest shops being approximately a ten-minute walk away. The food was another major disappointment. Afternoon and evening meal choices were extremely limited and of poor quality. We regularly found ourselves choosing between chips or leaving the hotel to pay for meals elsewhere because the options available were simply not acceptable. This completely defeated the purpose of paying for an all-inclusive holiday. The overall atmosphere at the hotel was poor, and many of the staff were unfriendly. Bar staff would often throw change or tokens back at guests rather than handing them over politely. During our stay we met the only four other English guests in the hotel, and all of them expressed similar dissatisfaction and stated they would not return. To add to our disappointment, we spoke with other guests who had booked the same holiday package and had paid approximately £650 per person. Our family paid approximately £1,100 per person, making the significant difference in price particularly difficult to accept given the poor quality of the hotel and overall experience. Overall, we spent a considerable amount of additional money during our holiday on beach facilities and meals outside the hotel because the facilities included within our all-inclusive package were not fit for purpose. This was an expense we should never have had to incur. We booked this holiday expecting a relaxing all-inclusive family break. Instead, we experienced poor accommodation, inadequate facilities, disappointing food, additional unexpected costs and consistently poor customer service. The holiday fell well below the standard we were promised and what we reasonably expected from TUI. In light of the numerous issues experienced, I ask that TUI thoroughly investigates this complaint and offers appropriate compensation for the significant disappointment, inconvenience and additional expenses incurred. I look forward to receiving your response within the timescales set out in your complaints procedure.