The hotel was divine, although on a couple of days the buffet restaurant was closed which was odd. The staff are all super friendly and helpful, the accommodation spotless and the food on offer was great.

The location of the hotel itself is beautiful and genuinely felt like paradise. Sadly, the standard of service did not match the surroundings. One of our biggest disappointments was discovering that, despite booking what we understood to be an all-inclusive hotel offering seven restaurants, we were not entitled to use all of those restaurants without paying additional money or being part of the hotel's Diamond Club arrangements. We had not understood when booking that our all-inclusive package would exclude us from some of the advertised dining facilities. Being told once at the resort that certain facilities required additional payment was extremely disappointing and left us feeling that the all-inclusive nature of the holiday was not as comprehensive as we had expected. Cleanliness and health and safety concerns We also had significant concerns about cleanliness around the resort. On our first evening, a crab had been crushed on a walkway outside one of the restaurants. It remained there for the duration of our stay rather than being cleaned away. I have included a photograph as evidence, labelled Photo 3. One morning at breakfast, there was a significant spillage on the floor immediately beside our table. I specifically brought this to the attention of staff and asked for it to be cleaned up because I was concerned that someone could easily slip and injure themselves. What concerned me even more was that, after I had reported it, I counted seven members of staff walk past the spillage and not one of them attempted to clean it up or arrange for it to be dealt with. The spillage remained there for the entire time we were having breakfast. This was not simply an issue of poor service or presentation. It was an obvious and preventable safety hazard that had been specifically brought to the attention of staff and was still ignored. More seriously, one evening, guests had been drinking in and around the quiet pool, despite this apparently not being permitted. The following morning we were swimming in that pool from approximately 9am. It was not until around midday that broken glass was discovered in and around the pool area. This was particularly concerning because guests had already been using the swimming pool for several hours. We have included a photograph of some of the glass found, labelled Photo 2. In fairness to the hotel, once staff became aware of the problem the pool was closed and cleaned. However, our concern is that a proper inspection and cleaning of the pool area before it opened to guests that morning should reasonably have identified broken glass much earlier. Mini-bar and drinking water Our mini-bar was also not replenished each day as expected. This became more than simply an inconvenience because we needed water each day to take medication. We repeatedly had to request bottled water rather than being able to rely upon our room supplies being replenished. For a five-star all-inclusive resort, we do not believe guests should continually have to chase staff for something as basic as drinking water. Repeated shortages There were also repeated shortages that became almost laughable as the holiday progressed: •\tOn our first day, the beach bar ran out of beer. •\tWe therefore ordered frozen cocktails, only to be told there were no straws, making thick frozen drinks extremely difficult to drink. •\tOn another day there was beer, but no glasses. •\tOn the third day there was no Prosecco. Any one of these incidents in isolation might be understandable. However, taken together, they suggest inadequate stock control and management for a resort marketed at this level. Restaurant service Unfortunately, the poor level of service continued throughout the restaurants. On one occasion I asked for a soup spoon because none was available and the waiter disappeared for approximately 15 minutes before returning. Tables were commonly laid with only one knife and fork. After these had been used for a starter, replacement cutlery was not routinely provided for the main course and we repeatedly had to ask for it. Throughout the restaurants, the level of service was consistently disappointing. Staff rarely approached our table to offer additional tea, coffee or drinks and, when we did manage to order another drink, the wait for it to arrive was often exceptionally long. We repeatedly found ourselves having to locate staff or attract their attention simply to receive basic table service, like salt and pepper! For a resort advertised and priced as a five-star all-inclusive hotel, we found this level of service unacceptable. This was not one isolated poor meal or one member of staff having a bad day. The problems were repetitive and occurred across different areas of the resort. Other guests we spoke with were also expressing similar dissatisfaction with the service. Overall disappointment This is what makes our complaint particularly frustrating. The hotel is in an absolutely beautiful location and has the potential to provide a fantastic holiday, but in our experience the standard of management, cleanliness and service seriously let it down.

Main pool closed for a week , no notice given until day before Not every restaurant was open and food option limited, it would have been nice for the menu to change A strong smell of \"weed\" around the hotel as the staff openly smoke it limited sun umbrellas on the beech They would not let us keep the room on check out although the hotel was only 40% occupied. A lot of items missing such as you got to a bar and ask for a beer, to get \"No beer\" or water was missing one day in the rooms. When in restaurants you only got one knife and fork for both starter and main course!!. Then when you go to the buffet there are no serving spoons

Lovely hotel staff some needs more training especially in the dining areas other staff good They keep running out of things one morning no butter no spoons thi s was all holiday running out of beer etc Thi s should be b down to the manager Loved the place but wouldn't call it a 5 star because of these issues

Waited 3 hours for our room was told it had to be cleaned but this was a lie the problem was a maintenance problem, Asked for up grade and got it , Partner triped up on a mat that was placed on top of steps, she fell down 9 steps had serious bruising to face and body. No management interaction, Mats should not be on top of steps etc health and safety back this up. Problems daily in restaurants as in no bowls no spoons food running out restaurants being changed from one to another, Bars not operating because of staff Problems , Music being very loud around pool area and monotonous rubbish all sounded the same ideal if your in your 20s. Drug dealing going on and strong smell of it being smoked most days. Running out of milk and water in rooms daily room top up service poor. Weather great, entertainment very good, staff nice,