I just thought the tea time of 7.30 was very late and made the experience quite tense to say the least.

Fantastic!

Lovely spacious bedroom with a double and single bed. Comfy beds. Good air conditioning. Good bathroom. Space outside to sit

Clean, intact the cleaner was at our door around 9am every morning!

Booking reference: ********** I am writing to make a formal complaint about our recent TUI holiday to Sardinia, and I want to make it very clear from the outset that we are thoroughly unhappy with the holiday and the standard of accommodation and service we received. My husband and I paid £1,893.00 for our holiday, which we booked as a 4-star, all-inclusive TUI holiday. What we experienced was, in our opinion, nowhere near the standard we were entitled to expect from a 4-star property. This was also a very important family holiday for us. Our son travelled from Perth, Australia, and we had not seen him for two years. Our daughter and our 18-month-old granddaughter also travelled with us on a separate booking. We all booked our holidays on the same day through our local TUI store and travelled together as a family. This should have been a very special family reunion. Instead, the hotel and the attitude of some of the staff seriously spoiled the experience for all of us. Arrival and check-in We travelled on a 6.00am flight from Manchester. On arrival at the hotel, we were greeted by what I can only describe as a very poor welcome. We were offered what appeared to be cheap and unpleasant Aperol or water in small paper cups. We then had to queue for over an hour just to check in. Our daughter was travelling with her 18-month-old daughter, and despite having travelled on a 6.00am flight, her own room was not ready until approximately 3.30pm. I appreciate that rooms cannot always be available immediately, but when a family has travelled with a very young child after such an early flight, I would have expected much better consideration and customer service. Our room When we finally got into our room, we were extremely disappointed with its condition. The problems included: Curtains hanging down on one side with large black marks on them. Exposed wires coming from the wall near the dresser. Marks on the sheets on the single bed. Coffee sachets that were so hard and stale that they could not be used. Ants running up the side of the sink/vanity unit and across the bathroom floor. Towels that looked and smelled unclean. Black mould around the bottom of the shower door. Chipped and missing bathroom tiles. Dead ants around the vanity unit by the sink. Ants throughout the outside patio area. Further ants appearing in the bathroom during our stay. My husband was bitten by ants several timesduring the holiday. This was particularly concerning because he is a Type 2 diabetic, and bites can become infected more easily. We should never have been placed in a position where we were having to deal with an ant infestation in a room that was supposed to be part of a 4-star hotel. The situation with our daughter's room and our granddaughter What happened in our daughter's room was, in my opinion, even more unacceptable. Our daughter was staying in her own room with her 18-month-old daughter, our granddaughter. For three consecutive days, our daughter returned to her room to find our granddaughter's cot full of ants. She reported this to reception each time. Someone was sent to the room, but the response was completely inadequate. Rather than properly addressing the problem or moving them to another room, the person attending the room essentiallyshook all of the contents of the cot out into the open, and then simply put the contents back into the cot. This was not a proper solution to an infestation, particularly when the cot was being used by an 18-month-old child. Our granddaughter was bitten by the ants on her foot and around the back of her neck. Our daughter complained to reception repeatedly. It took four separate complaints, followed by astern complaint to the TUI representative, before they were finally moved to another room. I find this completely unacceptable. An 18-month-old child should never have been left sleeping in a cot that repeatedly became infested with ants. Once the hotel was made aware that there were ants in the cot, the room should have been properly inspected and dealt with immediately, or our daughter and granddaughter should have been moved without having to make four complaints and involve the TUI representative. This is one of the main reasons I expect TUI to take this complaint seriously. Problems with basic room service The problems did not stop when we reported the condition of the rooms. On the second day, our tea and coffee supplies had not been replenished. We contacted reception and had to wait for supplies to be delivered. This then continued throughout the holiday, with us repeatedly having to chase basic supplies. There were also occasions when towels were not available and we had to telephone reception to request them. On one occasion, my husband contacted reception and the phone was actually put down on him. This is simply not acceptable customer service. We should not have had to repeatedly contact reception for basic items such as towels, tea and coffee during an all-inclusive 4-star holiday. Action only after complaining through the TUI app Initially, when we reported the problems to reception, nothing was properly resolved. It was only after I complained through the TUI appthat people finally came to the room to deal with some of the problems. Even then, the experience was not handled particularly well. Staff arrived late in the day while I was actually showering and wanted to come into the bathroom to clean it. We were also given a large bag of coffee and milk, and someone wanted to put a cover over the exposed wire coming from the wall. These were not minor issues that suddenly appeared during our stay. These were basic cleanliness, maintenance and safety issues that should have been dealt with before the room was given to guests. Food The food was one of the biggest disappointments of the entire holiday. We paid for an all-inclusive 4-star holiday, but the food was repetitive and, in our experience, frequently cold. The bread was often rock hard. Food was regularly not warm enough to eat and we actually had to use the microwave in the food hall to heat our meals. For an all-inclusive 4-star hotel, this is completely unacceptable. There was also no proper children's menu, which was particularly difficult because our granddaughter was only 18 months old. She hardly ate during the week and mainly survived on fruit and yoghurt when these were available. We were even told off by a member of staff for filling our granddaughter's water cup in the food hall so she could have fresh cold water during the day. We were also told off for asking to eat outside. We then saw other guests taking food outside to tables that had not been set up for food, which made the way we had been treated even more frustrating. On another occasion, we were told off for taking a piece of fruit and yoghurt for our granddaughter to eat later in the morning. She was a very young child, and we were simply trying to make sure she had something appropriate to eat and drink. Snack bar The snack bar was equally disappointing. The pizza appeared to be left sitting there for long periods and was cold and hard. The burgers and chips appeared to be left in the hot warmer for long periods. They were hard and, in our experience, were not properly hot. We were extremely uncomfortable eating this food. In fact, after only two days, all of us decided that we could no longer eat the hotel food and started eating out instead. We had paid for all-inclusive food and drinks, yet we were then having to spend additional money eating elsewhere because we were so unhappy with the food provided. One member of staff even told us that they had previously been off sick after eating pizza from the snack bar. I found that particularly concerning given our own experience. Drinks and pool facilities The pool itself was very clean, and I want to acknowledge that. However, if you wanted water at the pool, you were given it in a small paper cup. I can understand paper cups being used around a swimming pool for health and safety reasons, but the water was not even chilled and the staff serving guests were, in our experience, extremely rude. We also saw members of staff going behind the bar during the day and taking chilled bottled water for themselves, while guests were being given small paper cups of water. That was extremely frustrating to see. The ice cream situation was also disappointing. The only option appeared to be purchasing a small frozen lolly for approximately €2.50, which looked as though it had been sitting in the freezer for a considerable amount of time. Attitude of staff The attitude of some members of staff was one of the most disappointing parts of the holiday. We found some staff to be extremely rude and unhelpful. We also experienced behaviour which made us feel that there was a difference in the way some guests were treated depending on their nationality. We witnessed members of staff pushing in front of guests in the dining hall. We were repeatedly made to feel as though we were doing something wrong when we were simply trying to look after our granddaughter and enjoy our holiday. Being told off for getting a young child fresh water, being told off for taking fruit and yoghurt for her, and being told off for asking to eat outside was completely unnecessary and made us feel very unwelcome. Extra-legroom seating There is also a separate issue regarding the flights. We paid an additional charge for extra-legroom seating for my husband on both the outbound and return flights. However, on the outbound flight from Manchester, it appeared to us that all of the seats on the aircraft were extra-legroom seats. I therefore want TUI to investigate exactly what we paid this additional charge for and what additional benefit or extra legroom was actually provided. If the entire aircraft was configured with the same extra-legroom seating, I do not understand why we were charged separately for this. I would therefore expect TUI to review this charge and refund it if the extra-legroom service we paid for was not actually provided as an additional service. Overall standard When we booked this holiday, we were paying for a 4-star, all-inclusive experience. The hotel we experienced was tired and in need of refurbishment. The room had exposed wiring, mould, missing and chipped tiles, dirty-smelling towels, marked bedding and ants. My husband was bitten by the ants. Our granddaughter was also bitten on her foot and around the back of her neck after repeatedly finding ants in her cot. The food was repetitive, frequently cold and unsuitable for our young granddaughter. We had to use a microwave to heat food. We had to eat out after only two days because we were no longer prepared to eat the hotel food. We repeatedly had to chase reception for towels, coffee and milk. It took four complaints and intervention from the TUI representative before our daughter and granddaughter were finally moved to another room. The service from some staff was rude and, at times, completely unacceptable. Taking everything together, we do not believe this hotel provided anything close to the 4-star standard that we paid for. Quite honestly, in our experience, this felt more like a 2-star standard, if that. The impact on our family I cannot stress enough how disappointing this has been. Our son travelled all the way from Perth, Australia, and we had not seen him for two years. Our daughter and our 18-month-old granddaughter were also with us. This was supposed to be a special family reunion and a holiday that we would all remember for the right reasons. Instead, the experience with the hotel, the poor food, the condition of the rooms, the ants, the fact that a baby was repeatedly sleeping in a cot infested with ants, the repeated problems with basic services and the attitude of some of the staff completely took away from what should have been a very special occasion. We paid £1,893.00 for our holiday and also paid separately for the extra-legroom seating. We do not feel that we received the holiday we paid for. What we expect from TUI I want this complaint to be properly investigated, rather than simply receiving a generic response offering an apology. I expect TUI to address each of the issues I have raised and explain how a hotel in this condition and with this level of service was being sold to us as a 4-star, all-inclusive property. I am also requesting meaningful financial compensation/refund for the substantial difference between the holiday we paid for and the holiday we actually experienced. I want TUI to consider compensation for all members of our family who were affected, even though our daughter and granddaughter were on a separate booking. We all booked the same holiday on the same day through our local TUI store and travelled together as one family, and the problems affected the whole family holiday. I also expect TUI to review and refund the additional charge for my husband's extra-legroom seating if TUI confirms that the service we paid for was not provided as represented