Mirabello Bay Luxury Resort

Five-Star Prices, Three-Star Delivery

Having stayed in many hotels across Europe, I can honestly say this is one of the most disappointing "luxury" holidays we've ever taken. The hotel is marketed and priced as a five-star resort, yet it fails to deliver standards that many four-star hotels achieve with ease.

The overriding impression is style over substance. The brochure photos look fantastic, but once you're actually staying here, the cracks quickly begin to show. Literally in some cases.

The beds are well past their best. They sag so badly in the middle that you effectively spend the night sleeping in a giant "V". Waking up refreshed is virtually impossible.

Food is another major let-down. Apart from the excellent bread selection, variety is desperately lacking. Lunch and dinner seem to operate on a never-ending rotation of fish, chicken and pork. After a few days it becomes a daily game of deja vu. The à la carte restaurants offer a little relief, although the one meal we managed to get in Elia was great - arrived Weds and fully booked until Mon - we left on Tuesday. At the grill restaurant the main consisted of six lamb chops and a small splodge of sweet potato purée so not one to visit if you want veg.

How they managed to serve spaghetti that was simultaneously overcooked and undercooked in the main restaurant is an achievement worthy of recognition in itself.

The drinks offering is equally uninspiring. Everything appears to be local brands, cocktails are limited, and even then they're served with none of the touches you'd normally expect from a premium all-inclusive resort. No fresh mint, no citrus garnish, no presentation.

Every bar seems to be staffed by just one or two people, resulting in constant queues. There is no table service, and even basic things such as water being offered during meals don't happen. The whole experience feels remarkably self-service for a supposedly luxury resort.

The staff themselves are not the problem. Quite the opposite. Most appear exhausted, overworked and thoroughly miserable. It's easy to understand why when many seem to be doing the work of two or three people. Service standards inevitably suffer as a result.

Cleanliness is also questionable at times. Watching tables being wiped while crumbs are simply brushed onto the floor during meal service was hardly reassuring. Housekeeping appears to consist of the bare minimum. The first question is usually "Do you want cleaning?" rather than "Is now a convenient time?" or "Shall I return later?" Rooms receive a cursory wipe-down rather than a thorough clean.

Poolside space is woefully inadequate at some of the rooms with private pools or plunge pools. Our initial maisonette room with a private pool was equipped with two sunbeds and one chair for a family of four. Astonishingly, Guest Services seemed genuinely confused when I questioned why all four of us might want somewhere to sit outside. We eventually moved rooms, largely because the first room's bed was so uncomfortable and the outdoor setup made no practical sense. Ironically, the room we moved to was the one pictured in the Jet2 brochure, and notably the only one that had both a proper indoor seating area and adequate outdoor furniture. Made up as 2 doubles when I asked for 1 to be converted to a twin as, funnily enough teenage boys dont want to sleep in the same bed, I was asked if I wanted one of the sofa beds made up instead. No, I haven't paid a ridiculous amount for a teenager to sleep on a sofa bed. 

The room design continues the theme of prioritising aesthetics over practicality. The dressing table chair was so low that you could just see the top of your head in the mirror whilst sitting down. In the maisonette bedroom upstairs, the shower is squeezed between the sink and toilet opposite the door. Use it once and you'll be stepping through puddles every time you need the loo thereafter.

Around the children's pool, what was apparently once a bar has now been replaced by a self-service soft drinks dispenser. Snacks consist of the same limited six choices every day: mini croissants, chocolate pastries, filled pastries, a couple of cakes and some fruit. That's about it. No sandwiches, no salads, no rolls, no variety. Ice cream is self-service scoops. The adjacent bar only serves drinks, which, after queuing, arrive in surprisingly small measures.

Throughout the hotel, signs of wear and tear are becoming increasingly apparent. Towels are frayed and threadbare. Furnishings are tired. Door locks don't work properly. Double sun beds have 1 cushion. The hotel clearly had significant investment at some point, but it now feels neglected and run-down.

What makes the experience particularly frustrating is the price. We work hard to enjoy quality holidays and do not mind paying for them when the experience justifies the cost. Unfortunately, this holiday cost more per night than Iberostar Creta Marine, and the comparison is not even close. I genuinely wish I'd booked there instead of wanting to explore a different part of the island.

This hotel was probably an excellent resort several years ago. Today, it feels like a property trading on a reputation it no longer deserves. Five-star prices demand five-star standards. Sadly, this hotel falls a very long way short.

Maria did a fantastic job and applied the perfect amount of pressure throughout, especially on my back, where I often have problems. She was professional, attentive, and really knew exactly where to focus. I felt so much better afterward. Highly recommended!

Excellent service from Becky & staff at the Italian restaurant . Food was excellent. The Mediterranean restaurant again was very good, great food. The grill bar lovely staff just a bit short staffed during our evening. Pool sip & dip bar man was excellent. The buffet was lovely only downside was needed more staff to clean tables, take drink order.