Unfortunately, we have to agree with most of the bad reviews.
We had a nice welcome, advised that the restaurant was still open to have some food, and were taken to our rooms by the hotel porter. Immediately we were surprised to find that a 'family room' (2 adults, 2children) comprised of 2 three quarter beds pushed together and a single pull out bed. We had requested a ground level room as we had a toddler - this was granted, but found that the balcony wall consisted of a concrete flower bed, that left a large gap on the left hand side. Therefore our young child saw this as an instant 'escape route'. BUT in an attempt to block the gap, the hotel and planted a large thorn bush, with 2-3inch thorns sticking out. It was by chance that our son didn't take his eye out.
We calmly spoke to reception about our concerns, and requested a a 'family room' and explained about the dangerous thorn bush. We were advised that the hotel was full, but there was a possibility of changing hotels. We accepted this, and thought that after a long journey with kids, we may be over reacting, due to tiredness.
The next morning the same thing happened, and our son nearly injured himslef once more. We decided to speak to our Thomas Cook Rep for advice. He looked like a rabbit caught in headlights when we apporoached him. He wasn't very enthusiastic, but spoke to the hotel staff on our behalf. His reponse was that we were unable to move hotels as the option was not a Thomas Cook hotel and he would 'lose his job'!! We agreed to go on the hotel 'list' to be moved when rooms become vacant. The Manager of the hotel advised that she would arrange for a note to be slipped under the door to advise us when a room came free. We also asked for an extra balcony chair, as there were only 2 available (in a family room). This was put on the 'LIST'.
By Monday evening we met the other hotel residents - the cockroaches. Our room was not so bad, but my parents room (just down the hallway) were averaging 12 by midnight. My father even found them in his suitcase when he went to change his shirt. The kids were terified. By the next day, he had spent most of the night removing the creatures. They were coming up from the toilet and the bath - another issue - the standard of the rooms is NOT 4 star. The sealant from around the bath had come away, providing a nice access route for the cockroaches into the room.
We spoke to reception again, who advised that they had been trying to contact us by phone as they had a room available - 'we have been trying all day' were the words of the rather defensive manager. Who goes on holiday to spend all day in their room???? We were advised that the rooms would be sprayed to prevent more cockraches. We just had more. We were not the only ones. One couple who passed our rooms asked why the whole corridor has towels pushed up against the doors (one method to keep out the cockroaches). They had to change rooms as they were crawling in their pillow cases!!!!
Our new room comprised of the top floor of the next block - once again this had a concrete flower bed providing a barrier - we had explained this to the manager, that having a small child this was too dangerous, but she looked rather triumphant when we had to turn it down!!!
We were put on the later sitting for our dinner, which meant we had to wait until the childrens entertainment finished to eat - usually at 9pm, otherwise the kids missed out. Dinner wasn't very exciting either. We understand that all inclusive they are catering for the masses, but it was tasteless and of poor standard. It was usally fish, (there were themed evenings, but this was usually fish with a different sauce, or the usual cold meats and chips) The fish was often full of bones, and ruled out the kids. We also felt sick for most of the holiday. My mother and father were both in bed for two days. The canteen ... sorry restaurant, was also a nightmare. It was self service like most, but often felt like you spent most of your time being pushed around by other impatient guests. We often found that breakfast cloths had last nights food - oh and also be aware of the second days dish - a revamp of last nights left overs.
To sum up, this hotel is no way a 4 star standard. The hotel (apart from the reception area - first impression) looks very tired. There were smashed mirrors in the lifts, cracks in walls and dirty sunbeds. The hotel had a general clean feel, but on further inspection, the cleaning left a lot to be desired. Some days the cleaners did not arrive, and we had to request clean towels, which we had to wait for until 8pm!!
Over all we found the restaurant and bar staff very friendly. The reception staff, however, always seemed defensive & we were not made to feel valued. Be aware of the LIST of requirements behind the front desk. This is a formal looking piece of paper that makes you think your enquiry is being dealt with - do not be fooled. We never got our chair.
By the end of our 2 week stay, we had never witnessed the pool area being cleaned, and was lookign very filthy by the time we left. We spent most of our time by the kids pool, and ended up picking up the fag butts ourselves (when one got stuck to my kids foot).
I would think very carefully about booking this hotel. We will be contacting Thomas Cook to question the standard.
