Upon arrival, we were immediately met with a strong drainage smell in our room. When this was reported, the General Manager dismissed the issue and later called up to our balcony to reiterate there was no problem, stating disinfectant had been used. We subsequently learned that the hotel is aware of an ongoing drainage issue during heavy rain.
From the outset, there were also issues with the WiFi. The password provided did not work, and although the General Manager gave us a general hotel code, he advised it would not function across other associated resorts, which added further inconvenience.
Dining was particularly disappointing throughout our stay. On our first evening at the “Travellers Buffet,” food trays were empty and not replenished, dishes were unlabelled, and service was extremely poor, with drinks having to be requested repeatedly and desserts unavailable. This standard continued for the duration of our stay. Food was often lukewarm, poorly presented, and not labelled, raising concerns regarding allergens and cross-contamination.
Staff across the resort appeared disengaged and unhelpful. Basic service such as providing water, coffee, or cutlery required multiple requests, often met with visible frustration, including eye-rolling from staff and management. The pool bar was frequently unattended, and when staffed, service remained poor.
The hotel advertised two restaurants; however, in reality, only one was available each evening. The à la carte restaurant experience was particularly unacceptable. Despite booking a time slot, we waited over an hour for a table, had no proper lighting to dine, experienced extremely slow service due to understaffing, and on both occasions, desserts never arrived. The overall organisation was chaotic, with guests waiting indefinitely while tables remained occupied.
We raised several of these concerns directly with the General Manager, who was dismissive and, at times, rude. Although he provided his email address, no response was ever received following our correspondence.
Additional issues included:
- Poor food hygiene practices, including shared utensils for meat and fish during BBQ service
- A gas cylinder left unattended near the pool area the following morning
- Reception staff unable or unwilling to assist with basic enquiries
- A leak in our room, with staff using our personal towels to clean it
- Housekeeping leaving our room door open, raising security concerns
- Mini bar and snacks not replenished despite repeated requests
- Unclean and poorly maintained beach areas
Due to the consistently poor dining experience and overall atmosphere, we were forced to eat out of the hotel at our own expense for the final two nights, despite having paid for an all-inclusive stay.
