One of the main reasons we chose this hotel was the advertised access to sister hotels, including use of their restaurants and a complimentary water taxi service. Unfortunately, the water taxi only operated on 2 out of the 9 days we were there. The hotel advised this was due to high water swell, making it unsafe. However, on one of the days it was not running, we were able to be collected from the same beach location for a privately paid boat trip, which suggests that access may have been possible. Additionally, there was no alternative transport provided when the water taxi was unavailable, meaning we had to pay for taxis or buses costing upwards of $40. We were also not informed that the water taxi stopped running at 4pm, making evening visits to neighbouring hotels impractical without additional cost. None of these limitations were made clear in the hotel’s advertising.
Furthermore, the same water conditions meant that water sports advertised by the hotel were also unavailable to us for 7 out of the 9 days of our stay. As these activities formed part of the appeal of the hotel when booking, this was particularly disappointing and not communicated in advance. The beach was also very, very small, with space for only a handful of sun beds. Disappointingly, despite being reassured by staff upon arrival that guests do not reserve sun beds, we experienced this daily with no observed action taken by staff.
During our welcome tour, we were told that use of sister hotel facilities, including sunbeds and towels, was complimentary, with only food and drinks at one hotel being chargeable. However, midway through our stay, we discovered that one of the sister hotels, Colony Club, had introduced a $150 per person fee to use their facilities. This change had not been communicated clearly, and even the concierge only confirmed it several days into our holiday, stating they had just been informed. This lack of clarity and sudden change was disappointing and impacted our plans.
We also had concerns regarding safety and accessibility within the hotel. The main reception and facilities were located on one side of a busy main road, while the accommodation and adults-only infinity pool were on the other. Although there was a pedestrian crossing, it was extremely faded and difficult to see. During our stay, we witnessed three accidents outside the hotel within four days, two of which involved local buses. This was quite alarming and raised concerns about guest safety.
In terms of the hotel facilities, while the food quality was good, the variety was limited. The buffet at breakfast and lunch frequently ran out of items, resulting in waits of 5–10 minutes for replenishment. Poolside service was also slow and inconsistent, with drinks being offered approximately every 90 minutes. There was no bar on the adults-only side, requiring guests to cross the main road to access one directly. Water was available for self-service, which we appreciated.
Finally, the overall condition of the hotel appeared quite tired and in need of refurbishment, which again did not align with how it was presented at the time of booking.
