Jutlandia

Stayed in 1 bedroom apartment, apartment it’s self was fine only down fall the air con unit being in the bedroom so at night the living area were sofa bed was got really warm, cleaners were great that was possibly the highlight of the holiday a clean apartment everything else wasn’t so great.

We were all inclusive and it is the worst resort I have ever been to when food is concerned I’ve heard they are stopping the all inclusive next year so felt maybe there wasn’t any need to have a high standard or even a standard at that, very very poor for kids and flys landing on stuff the buffet area was absolutely boiling hot and one night raw chicken! Things served at lunch carried on to dinner time apart from one or two different things really poor

Pools are great! Apart from the smallest pool has a lot of what looks like paint flaking off the floor so when you come out you are covered in all this flakey white stuff and one pool also has a very weird smell from the water no idea what is was

Sunbeds- need to have some sort of another arrangement for this absolutely not enough to go around some broken and the majority of parasols broken and bases too I had to go and buy a parasol.

Daytime entertainment - fun for the kids Nighttime entertainment - could bore you to sleep

Overall I would not return and for the price I paid I wished I had went somewhere else but having not been to Santa Ponsa before this seemed like the best place to book but sadly I won’t again and don’t really recommend just because of price your paying.

The hotel was nice, the pools are great for smaller kids and the entertainment was good (though there is nothing on a Sunday night) what let the hotel down was the sunbeds - there just weren’t enough you were lucky to get one. Also we had a late check out and the showers in the late check out were closed so we had to shower in the cold showers by the pool which was very difficult with little children.

Unfortunately, our stay has been very disappointing. Rooms are outdated and has not got aircon in the living room. The overall property is very run down and not clean.

We also had a particularly frustrating experience with reception regarding upgrading to all inclusive on our final 3 nights. We ghad asked 3 times to upgrade to all inclusive on our last 3 nights and we in advance and were told that it is completely fine. We had also asked to move to a separate apartment at the beginning, just for two of us and they were booked out which is fair enough but later this caused our issue.

They had already looked at our booking as well and then when we went down to upgrade in the morning we were suddenly told we can’t because not everyone in the apartment was upgrading. This was extremely frustrating as we had specifically checked about it multiple times and were reassured all would be fine.

We then walked away and a woman followed us and asked to check our wristbands. We then returned to reception and to explain that we were told repeatedly we could multiple times over the previous days and they were completely unhelpful.

The staff member we dealt with was also extremely condescending repeatedly referring to us as “love” while saying “ sorry love that’s the rules and we can’t help you love”. I don’t believe this was an appropriate or professional way to speak to paying customers when we were simply trying to understand why different staff were telling us different things.

We would have been much more understanding if the policy had been clearly explained to us from the beginning. Instead, we relied on the information we were given on several occasions and were then left disappointed when we were told that the upgrade was not possible.

I would, however, like to specifically mention the older blonde/grey-haired woman who works at the front desk. She has been absolutely lovely, helpful and professional whenever we have dealt with her. It is a real pity that we did not have her assisting us during this situation, as I am sure the experience would have been handled very differently.

Overall, between the condition and cleanliness of the accommodation and the way this situation was handled by reception, we have been very disappointed with our experience and feel that the conflicting information and poor customer service should be addressed.