Extremely comfortable beds

Our butler's Michael and Domingo were Wonderful The service is top notch and the staff will go above and beyond to make you happy. Our butler's Michael and Domingo made our stay extra special and did everything in their power to make our stay memorable! ❤️Thank you Michael and Domingo for everything. ❤️ with Michael and Domingo it felt like saying goodbye to family when we left ❤️. Jose and Alexander at the Diamond Club swim up pool were awesome! We stayed in room 18-132 with a swim out pool. Staff kept our room very clean and everything felt safe and secure. Manager Emely stopped daily to ensure our stay was as perfect as possible. Ulysys the chef also followed us to each restaraunt to be sure our meals were perfect! Jaira at the Diamond Club cafe was also fantastic. The restaurants were all great but Grazie was our favorite. The beach ocean front dinner experience was also wonderful and very delicious. A special thanks also to Feliz "Mr Happy" for making my wife and daughter smile and happy several times a day! Lovely resort but even better staff ensuring our stay was great! Thank you all for everything! ❤️_

Family holiday - a trip to paradise which was totally ruined, extremely disappointing - worst holiday ever! Usually, when I return from a holiday, I do not have a deep desire to share my experience on a forum such as this, as I have always had a wonderful break, where my expectations have been met and I am content and happy on my return. However, having stayed at this advertised 5* hotel, I feel compelled to share my experience, in order to prevent another family from experiencing what we have and to prevent others from wasting money at this hotel. Room /service: It took 5 days to replace a broken shower head, so in order to keep the overhead shower head working, you had to work out a technique to keep it from stopping. There was minimal storage places to put your clothes. As we were travelling as a family of four, this led to items being left on a desk area, which made the room look untidy and with the condensation which accumulates in the room, this led to clothes being damp. A table in the room was not cleaned on top or underneath for the entirity of our stay. The furniture is bashed and tired-looking - considering this is listed as 5*, I have been in nicer basic hotels. You have 5 USB ports to charge items in the room, which is good and saves having to purchase travel plugs. You only get 7 hangers in the wardrobe for a family of 4. We did ask our butler for more and didn’t get any. I was ironing every night as a result of having clothes that were creased. Mini bar - this was only replenished if you happened to be in your room when the mini bar man would come by. When he did come he was too busy texting on his phone and as a result we had to repeat every item we wanted twice. At the end, he stood there expecting a tip, which he didn’t get because why would you tip for such poor service?! One of our butlers told me that I should have reported this earlier - how I was supposed to know that I am not sure?! I felt like the butlers were there to ensure other staff were doing their job. The pool - we had a swim-up room, it was dirty and wasn’t cleaned for the whole 2 weeks. We had hair, hair bobbles, a dead gecko (which we removed) , cigarettee butts, broken tiles on the side of the pool which made it uncomfortable to sit near, so there was limited space to sit. We went to the diamond club pool which was also just as dirty - there was a dead crab, which wasn’t moved from the pool, as well as people spilling beer in the pool. Room cleaning - only part of the floor was cleaned, however beds were made up twice a day. The air-con worked well and was nice to return to each day. The door lock to the balcony was broken. Rather than fix it they just screwed a drop-down pin to secure it. Again for a 5* resort, you would expect better and for door locks to work. The room smelt of the sewers - other guests reported it and it was ignored. When it rained or thundered it led to power loss. Over 2 nights, I found I had to turn the lights off during the night several times which led to broken sleep. This I found strange as the lights were turned off when we went to sleep, so not sure why they came on at all?! Entertainment Where do I start?This was extremely poor. The Madonna tribute act was simply a woman dancing on the stage and miming (badly) to the songs. Michael Jackson was the same but was a bit better, as he could actually dance. Just Dance is from 2020 and there are no up-to-date songs for the kids. The Rock night was good as she could sing and the motorbikes added an extra bit to the show. The Fireshow was also good, the Masquerade dance was poor - it was a 5 minute-showing. What the point of this was, I don't know! Restaurant/Buffet. Grazie and Rio are two restaurants you can book whilst there and they were very generally nice restaurants and unlike other reviews, we had no issue getting a table. Staff were friendly in these restaurants and the food was not the same as the buffet. The waiters were good to bring some food for the kids whilst the adults had a starter. Only mozzarella sticks in Grazie but this went a long way with the kids. The only negative is you have to use your cutlery for the entire evening, no fresh cutlery is brought for each course. The steakhouse - stay away! Having arrived at 7.50, it took 10 minutes to be seated then another 15 minutes for some water. We didn’t even have a proper table, having been put in a booth at the end with one bench missing, so two chairs were added so the four of us could sit there. It took over 75 minutes to be served 1 drink and a starter. Having sat and waited until 9.30, we gave up and left, telling the staff, who then asked us to wait even longer for them to rectify this appalling service. Instead, we had to rush to the buffet and eat what was left there - which was not a lot. The buffet - they had a variety of food which would suit everyone’s taste buds. It is very strange that there are no spoons for deserts - you have to find staff to give you one. Why they are hidden I don’t know?! The Lunch buffet was like feeding time at a primary school. People shouting so loudly that you couldn’t have a civilised conversation with your family at the table, as you couldn’t hear each other. We felt like staff wanted us out, in order to accommodate other larger families (American and Mexican) who wanted to be seated together and couldn't as we were in the way. We felt so uncomfortable that we left our food and had to go elsewhere. The Ocean Side, where lunch was held, was only used for Diamond Club in the morning at breakfast. I have zero idea why they thought it was a good idea to have potentially the whole hotel trying to eat in there at dinner, when the main buffet area is so much bigger. One evening, my other half went to the toilet and twice his food was taken when he had not finished, even though I stated he was coming back to eat it. Staff: We stayed in the Diamond Club, which meant we had access to all the bars in the hotel. The majority of the staff were very polite and engaged with you, even with limited English they tried to make you feel welcome. However, not all staff made us feel this way. Coffee shop - here there was an extremely rude member of staff, who shouted at you and made it clear she would rather be anywhere else but serving you a coffee. She even shouted at our children when they went in for an ice cream. This lady was called Wendy. The other staff were more pleasant than she was. One evening we were asked to complete a questionnaire in the buffet. When we started to fill in the customer satisfaction survey, one member of staff believed it was appropriate to come over and keep saying his name was Jorge and to add his name next to question 5. Oddly, he had never served us at any point in our stay! We felt uneasy filling out the form as a result of this and found the staff performed better on the one evening the form was handed out. Yamalia at the main bar in the evening was rude. Like Wendy in the coffee shop, it seemed like she wanted to be anywhere else but serving us. She did all she could not to serve us, as we wanted drinks that weren't a simple mixer and coke. The cleaning staff in the main toilets were rude. Our daugher has a short haircut and as a result, was quizzed about why she was entering the ladies toilet. Our young son was also shouted at in the toilets by these women. On our final day, our checkout was 12pm. The cleaners kept knocking on the door, trying to get in and clean it. It was frustrating and just didn't give us that 5* feeling - yet again! Diamond Club: We paid for the Diamond club, was it worth it? Just about, I would say. You were able to eat breakfast in the morning in a less crowded environment which for us was nice as you could enjoy your breakfast and have a relaxing start to the day. One of our butlers, Joel, went out of his way every day as he checked up on us and was a pleasure to meet. Eduardo, our other butler, well all I can see is he went AWOL We rarely saw him over the 14 days and he even ignored us when we were going for breakfast one day, choosing to text on his phone when other butlers at the door greeted us. Yes, you get branded drinks but this is in the main Diamond bar areas. If you were at the entertainment area you didn’t and had to ask for the branded drink - even then the request was ignored. In the Diamond club breakfast area, the booth tables are rotten and falling apart. On our last day they got taken out just leaving the benches, meaning less seating for dinner - this would have made dinner a total nightmare. Breakfast - no strawberry or raspberry jam. We asked for some and were told they had run out. This was for the last 7 days of our stay. We were only told after day 10 that we could have a cappuccino in the morning and didn’t need to have a lukewarm coffee or one which would leave you with a vile headache because it was so strong. The grounds: The Diamond Club breakfast area/afternoon buffet - in here the roof leaks when there is heavy rain and you have towels on the floor to stop water seeping in. There is paint peeling off the roof, which appears to have been on-going for a while. Having paid a premium for this, I would expect better but unfortunately not. The area is tired and needs renovation. Tables rock constantly, some chairs are broken, with the wire sticking out. The main buffet floor is like an ice rink, so be careful, we saw numerous people sliding along and nearly falling. Shop: This shop is unlike one I have ever been in. Avoid at all costs! There was a special offer in the shop - 2 x Pringles tubes for $18 dollars working out at nearly £7.50 each. On their own, a tub was nearly $10. I am not sure they ever sell these - maybe the price is high because they could be so old that they are a collector's item! Sun cream was $35 dollars for a small bottle - daylight robbery when you can buy before you go for about £5 Snickers/Mars $4 and M and M’s in a tiny tube and the small tube was $5. Total rip-off. Beach: Yes it has seaweed but the staff are out early clearing it every day without fail. Nothing anyone can do about the fact it comes onto the beach but they do all they can to clear it. The sand is smooth and not gritty like some beaches and it is nice to walk on. There are several sellers but they don’t hassle you. Yes they will come and ask you if you want to buy something but when you say no, politely they leave. They are clearly identifiable by the uniform they have on, which shows they are authorised to sell. If you use them, haggle, as we know someone who got a t-shirt and bracelet originally told it would cost $45 but got them down to $20. Don’t let them put a bracelet on you, as then they make you buy it. This is more of an issue with sellers in the hotel rather than the beach. Pool entertainment I can’t fault it - they had exercise classes in the morning which we took part in and enjoyed. In all the different pools there was a foam party in the afternoon, which was good fun. However, the music at the parties doesn’t change, no new tracks and having listened to it everyday you know the next track. Each day there were different activites in the pools, which you could get involved with. The Lazy river isn’t like the pictures portray, it is not that deep and doesn’t really move you along. TUI Reps: Not sure why they show up as they are not at all helpful. We had a trip booked and couldn’t remember the date of our trip, so we asked if they could double check for us, as we booked it with TUI. It was like I asked her for the winning lottery numbers it was so hard to do. The answer was I will have to email the branch as I don’t know and it could take some time. Thanks but no thanks basically. They were happy to push in and get their daily coffee and danish pastry but couldn't help with simple tasks like this. We also enquired about pick up for our return to the UK and were just told to use the app. Again, why be there and be paid for a job you are not doing. No rep was there to see you leave the hotel on your final day - it was madness, as there was no clear way to identify our coach. Carolyn turned up after the bus should have left and just stood there. Other TUI customers were clearly frustrated with this. We raised issues with Carolyn about our stay in the hotel and she just said "Oh yes we’ve been told this before" but why not feed this back to the branches or head office? Airport and check out: Having paid a lot of money for our holiday, when we arrived we were picked up in what I would describe as a 1970's Ford Transit van with a very old trailer fitted at the back to place our luggage in. It was an awful ride to the hotel and didn’t set the holiday off positively as we were looking around at all the other holiday makers getting into modern coaches. Not a 5* experience! On check out, we had a butler just come over and cut our room tags off. Once he had the tags, he was done - there were no questions like have you had a nice holiday, did you enjoy your time here - just nothing. We were given a voucher so we could still get food and drink until we left. As we got on the coach to finally leave this place, a man stood there taking the vouchers off us. I mean, what could we do with the voucher? When we left a Sensatori last year, staff stood and waved us off and handed us water for the journey. Not here - give me your room tag and your voucher and then see you later! Prepare yourself for your return at the airport - rude doesn't cover the staff. In security, a woman barked orders at us to take off our shoes and move trays along! Never been spoken to like this at Manchester airport. Weddings: If there is a wedding on, avoid Rio as they will shut the outside of the restaurant to accommodate these guests and then proceed to play music that is so loud that you cannot hear yourself think. Tips: If you get dollars, then change them to $1 dollar bills before you get here. The average wage here is around $9 dollars a day. I only tipped if I got a good service. Don't feel pressure to tip for so-so treatment. I wouldn’t ever come back to this hotel and wouldn't recommend anyone coming here. We have been on TUI Sensatori holidays and were told this would be a step up. How wrong could they be! TUI Sensatori knocks this company out of the park! As English guests, we were in the minority and at times didn’t feel comfortable at all and felt that other guests were favoured and treated better than we were.

Very over rated Extremely disappointed with this hotel, paid for Seaview room ,air-conditioning didnt work, TV didnt work, phone didnt work.Got moved to another room.Then we went 2 days with no toilet roll, spoke to 3 different people at the hotel regarding this issue, still no response.Worst of all for me was the food , very poor quality, always cold, a la carte restaurants were garbage,and being type 1 diabetic I found this a big issue.Very inconsiderate towards the English and definately favoured the Americans, I felt very 2nd class.Would not rate this hotel to anyone and I surely will not be going back.