Valeria Dar Atlas

I honestly don’t know where to start with this hotel. I’m currently staying at the hotel and so far the experience has been absolutely shambolic.

On our first day, shortly after checking in, somebody entered my room while I was asleep and alone and left food inside. When I raised this with the hotel, I was told there was no record of anybody entering the room. Clearly somebody did. As a woman alone in the room at the time, this immediately made me feel incredibly unsafe. The following morning was the first opportunity to speak with the general manager and he advised he would send up a ‘do not disturb’ door sign for us to use. He infact did not. The following day we had to chase it again with reception. This should be provided to all rooms as a standard.

Over the last 2 days, I have been very ill with food poisoning after eating at the hotel. Tonight I saw the hotel’s nurse - absolutely no consultation took place other than asking what I ate and my symptoms. I wasn’t asked about my medical history or what medication I currently take. I was also told I didn’t have a temperature despite the monitor showing that I did. Afterwards I researched the medication given to me and found interactions with medication I already take and heavily rely on.

Trying to raise concerns with the hotel has been just as frustrating. The receptionist tonight started texting on his phone midway through me explaining my complaint, no acknowledgment, no apology, no empathy. The chef seemed somewhat concerned and tried to help, although there was a language barrier which obviously isn’t his fault. Guest Relations however, asked me for “proof” that I had food poisoning?!?!?! I’m not quite sure what proof they expected me to produce and asked her did she want to follow me to the toilet???? Shocking.

After the experience with the nurse tonight, I wanted to raise my concerns about the lack of consultation with management, only to find there was apparently no management available on site. In fact, there doesn’t seem to be any management available during the evenings.

And unfortunately this isn’t even the full list of problems. The Wi-Fi does not work at all, throughout the hotel. The air conditioning doesn’t work properly. The room is full of ants. The bar regularly runs out of beer and has also run out of spirits and ice. Drinks are extremely watered down and there are serious shortages of basic things like glasses and cutlery at the bar and restaurant.

One or two minor problems on a holiday can be overlooked. This many cannot. The biggest issue for me is how poorly concerns seem to be handled when you actually raise them.

I am still here, so I genuinely hope management take the opportunity to address these issues before the end of my stay. I will update this review accordingly if they do. As things currently stand, though, this has been an incredibly disappointing and stressful holiday and my advice would be to avoid at all costs.

Lovely hotel, but unfortunately let down by the all-inclusive experience

The hotel itself is lovely. The interior is really nicely designed, the pool is large and was always clean, and our room was cleaned every day by the cleaners.

The entertainment team absolutely made our holiday. A huge shoutout to Sara, Ron, mowgli and Sam, and apologies to the others whose names I’ve forgotten! Without them and the people we met through the entertainment, I honestly don’t think we would have had a good holiday. They were friendly, welcoming and made a real effort to get everyone involved. Osama at the pool bar was also brilliant, and Hanna in the main bar was lovely.

Unfortunately, there were quite a few things that let the hotel down.

There is very little storage space for luggage, meaning suitcases were left around the room/near the door. When we were leaving, we actually caught an English boy looking through my partner’s suitcase, claiming he thought it belonged to his girlfriend. Whether that was genuinely the case or not, it was extremely uncomfortable and made us question the lack of secure luggage storage.

The biggest issue for us was the drinks situation. Almost every day they ran out of beer, and on some occasions it took over an hour for the keg to be changed. They also regularly ran out of vodka and gin, leaving wine and whisky as the only options. There was a sign saying you could have two drinks at a time, which was then changed to one drink at a time. Considering this is an all-inclusive hotel, this was very disappointing, particularly as the glasses are so small that a drink is gone in a couple of gulps. Some of the bar staff were also quite arrogant, although definitely not all of them.

The food was average and nothing particularly special. The homemade fresh pizzas were definitely our saving grace and were something we really enjoyed.

Our room was also quite dated. The shower head repeatedly fell off the wall, and we were told this had happened to several other guests in their rooms too, so it appears to be an ongoing issue. This is something that really should be addressed as it could potentially fall and injure someone, especially a child.

Overall, the hotel has a lot of potential. The facilities are lovely and the entertainment team and certain members of staff genuinely made our stay enjoyable. However, the repeated shortages of drinks, restrictions at the bar, dated rooms and some maintenance issues really took away from the all-inclusive experience.

If you’re mainly looking for a holiday centred around the pool, entertainment and meeting people, you’ll probably enjoy it. However, if having a good selection of drinks and a strong all-inclusive food and bar experience is important to you, I would manage your expectations.

Had read the reviews and went with an open mind however the negative reviews sadly were correct. Given the price we paid we didn’t expect 5 star luxury but didn’t expect to not be able to sleep and a hotel the consistently ran out of alcohol.

Positives Resort is nice, clean and big enough. We were always able to get sunbeds Our cleaner was friendly and always said good morning, room was cleaned and she made pretty things on our bed. Noticed when it was her day off. We had a nice room with a massive bed, bathroom needs updating but it met our needs. Lots of variety with the food, was always able to find something to eat. Friendly and engaging entertainment team, especially Sam, Ronnie, and Sarah Staff work hard, restaurant, bar and waiters. It’s not their fault there is clearly a management problem and stock rotation problem. Be kind, they are lovely people. Mr Tash is a great guy, he came over and spoke to us every evening he was here. We sadly didn’t get any photos taken by him as he was always busy with other guests.

Negatives

Entertainment Team are good but do favour the French. This was proven during karaoke night when 2 people from our group put their names down to sing and were told there wasn’t spaces but a number of French sung twice. Entertainment nights arent as amazing as everyone makes out in the reviews. We didn’t see any good shows other than karaoke, but again favoured the French over English. Repeatedly running out of alcohol on a daily basis and multiple times a day. All inclusive spirits are watered down. No doubt about this given the volume we drank as the beer kept running out we should have been paralytic drunk and wasn’t even tipsy.
Our air con didn’t work, we reported this 9 times across 4 days and still wasn’t fixed, even though we were told it was. We gave up asking in the end as it clearly wasn’t getting fixed. It was over 30 degrees some nights and sleeping was very difficult due to no working air con. The bed was really comfortable, shame we couldn’t sleep. The 2 rule drink changes to suit management, so watch out. Especially when it getting close to 11pm. Rented the pool towels for the weekend, took the back on the last day and the guy had lost our ticket and had to go to reception to get our money back. This also happened to our friends the day before. This isn’t acceptable. We were only able to exchange the towels once and were told they didn’t have enough and they needed to be kept for the new guests arriving. Difficulty getting plates and cutlery in the restaurant.

Areas for improvement Buy more glasses and cutlery. It’s a simple thing then you won’t run out. Have the pool bar serve drinks other than beer, sangria and soft drinks. That way the inside bar aren’t reliant on serving cocktails. People round the pool want cocktails not just beer which couldn’t be served as there was none!! Treat everyone the same, we’ve all paid to be here.