Wedding night fire alarm, blocked exit, and a hotel reply that contradicts its own emails
Oct 12, 2026 idavenport8 London, United Kingdom
My wife has already reviewed our wedding and honeymoon here in September 2026. I'm adding mine because the hotel's public reply to hers doesn't match what the hotel said in writing during our stay, and anyone considering this property should know that.
On our wedding. The reply says the wedding team knew we were coming. Reception asked us why we…
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My wife has already reviewed our wedding and honeymoon here in September 2026. I'm adding mine because the hotel's public reply to hers doesn't match what the hotel said in writing during our stay, and anyone considering this property should know that.
On our wedding. The reply says the wedding team knew we were coming. Reception asked us why we were there and asked us to prove it by email, and the package items appeared only after two hours of chasing. The reply calls the room upgrade a "goodwill gesture". It wasn't. A room upgrade, subject to availability, is part of the wedding and honeymoon package we booked and confirmed by email before arrival, and the room was available. We received what we had already paid for, two hours late, after fighting for it.
On the fire alarm. The reply says we "bypassed the official emergency exit" and that signage directed guests correctly. During our stay the hotel told our tour operator that some signs "were not positioned as expected" and that following them from our room led to a false wall. We followed the evacuation notice on our own door and the paper signs in the stairwell. That is where they took us.
On the blocked passage. The reply says it was a partitioned work area, not an exit. During our stay the hotel told our tour operator the passageway "should have been kept clear" and that the obstruction was removed, three days after the alarm. The general manager told me in person on the day that it was a fire exit and would be cleared.
On the cause. The reply says smoking in a guest room set the alarm off. On the night, security told us it was a known fault that "keeps going off". The general manager said the same the next day.
On the assembly point. The reply says staff were waiting at the designated point and we had gone somewhere else. We were at the assembly point marked on the fire evacuation map on the back of our room door, which is where the hotel told us to go. Nobody came to it, nobody did a headcount or a room sweep, and my wife and other guests went to reception three times and were told it was "fine". If staff were waiting somewhere else, the hotel's own map sent us to the wrong place. And if they knew guests were missing, why did nobody come and say so there and then?
On the extinguishers. The reply says they're up to date. The service tags on our floor said March 2026 and nothing after. A green gauge means the cylinder is pressurised, not that it has been serviced. We've asked twice for the certificate and not received it.
The rest of the stay: no reliable hot water, a shower that flooded the floor, a balcony door that didn't lock, a broken toilet that took three calls to get attended to, cold food, dirty glasses rinsed and reused, broken and mouldy loungers, cockroaches near food areas, plates left in hallways for days. The reply says most of this wasn't reported. Some was, in writing. The rest a guest shouldn't need to file a report about. These are the basic standards of a four and a half star hotel.
Credit where it's due. Deniko, Kim, Sheree, Sophia, Shonika and Keanna were excellent, and the beach is lovely. The property and its management are the problem, not those people.
The matter is with our tour operator.
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