We have visited the Aloha Hill Club many times several years ago and found the apartments and facilities to be excellent, however after a recent visit, it is clear that this is not the case anymore and we found the place is now dirty and poorly maintained. One of the main problems is that the reception and apartments do not look anything like the photos available on any of the booking platforms or the AHC website. After spending a week in a nearby hotel, we had decided to extend our holiday by a few days at the Aloha Hill Club. When we checked in, we found the reception most unwelcoming. The laundry delivery and other items were piled up behind the desk and the “convenience corner” now consists of a few shelves with mostly crisps and coffee pods available. Having had to wait until 5pm to check in (the standard check in time we were told) we then had to go out again to buy essentials like bread and milk. The reception area does not look like the photos you can see online of this space. We were very disappointed with the dirty and poorly maintained apartment we were given. It was clear that the apartment had not been cleaned for our arrival and we found a badly stained duvet, stained bed, a half-eaten box of chocolates in a wardrobe and a hair scrunchie still wrapped around the shower, as well as a general lack of cleaning throughout. The exterior shutters were broken in the main bedroom, essentially making this a window-less box room and the shutters were broken in the living room, meaning that only one side of the patio doors opened. There were 2 birds nests on the wall outside and bird poo on the terrace. There was mould in the washing machine and meat bones in the dishwasher filter, along with numerous other items in bad condition or broken. The beds in particular are extremely soft and uncomfortable. Moreover, the apartment itself and the furnishings did not look anything like the pictures of superior apartments on the AHC website. As we were only staying for a few nights and we had to go to the supermarket anyway, we picked up a few cleaning materials, gave the apartment a once over and stayed the night. In the morning, we decided that the poor standard was really not very good for 270euros per night plus a 350euro deposit so we complained at reception. The lady said they were fully booked, but found an alternative apartment that we could move to and showed it to us. At first glance, it looked better than our original apartment being an impressive duplex, albeit with an unusual and mis-matched collection of furniture in poor condition, so we accepted this and went out for the morning, on the arrangement that we could move our things and sort out keys when we returned. When we came back later in the afternoon and looked at the new apartment more closely, it was clear that this one hadn't been cleaned for some time either. There were a lot of ants trailing through the rug in the living room, attracted by the food crumbs left from previous occupants. Feeling very dissatisfied at this point, we decided to give up on the Aloha Hill Club and went back to reception to ask for a refund and planned to go stay elsewhere. I cannot describe what a bad attitude the lady at reception had and gave us the worst customer service we have ever had at an apartment or hotel. She was immediately angry because we were complaining and lied about the fact that her manager had checked the original apartment before our arrival and there couldn't be anything wrong with it. Our photos don't lie. She said that she was not able to process refunds and that this would have to be done by the manager who was not available because it was the weekend. We asked to speak to the manager, even by phone if possible, but the receptionist continued to lie that the manager was not available and in a family crisis, but then called the manager herself and sent numerous messages to them. If there is no manager on site at the weekends, I wonder what would happen in an emergency? The outcome was that we would have to go back on Monday to get a refund, but only for 2 of our 4 night stay because we were now past the check out time for the day, even though we hadn't yet stayed the second night and weren't going to! (we had originally complained about the first apartment at about 10am that morning). We had to wait in reception with our young son for over 1.5 hours whilst the receptionist sent messages to the manager and waited for a response. Although disgusted at this offer and rude service, we had already wasted enough of our holiday on the matter, and agreed that we would accept the 2 night refund if they could email us to confirm in writing that this would be done on Monday, which they did. Although we had paid by credit card, we had to provide bank details to receive the refund this way. The refund did come through, but it is unbelievable that they made us pay for a night that we didn't stay because of their poor housekeeping and terrible apartments! All of this is so disappointing - we have many happy memories of staying at the Aloha Hill Club several times in the past, booked through private owners, other agents and the AHC directly, but the standards in maintenance and customer care are far from what they used to be. If I were an owner there allowing AHC to sublet my apartment, I would be horrified to know that this is the experience guests are getting. I think the poor condition of the apartments is probably because owners are not aware or do not care about the maintenance required to have their apartments at suitable standard for subletting, and AHC are not doing their bit by providing proper cleaning or maintenance in return for their subletting commission. Based on this most recent experience, we would certainly not recommend the Aloha Hill Club to others. …