CEO Kam
I stayed here 12th-15th in villa 3
I recently stayed and had a thoroughly disappointing experience. From start to finish, my stay was marred by numerous issues that the hotel staff seemed unwilling or unable to resolve.
The service was abysmal. When I checked in, the front desk staff was indifferent and did not provide any information about the hotel's amenities or services. Throughout my stay, I encountered unhelpful and often rude staff members. When I called the front desk to report the issues with my room, it took several calls before someone finally answered, and even then, no one was sent to address the problems.
Wi-Fi was practically unusable, with a weak signal and constant disconnections.
The food quality at the hotel restaurant was subpar. The breakfast buffet offered a limited selection of stale and unappetizing items. The service in the restaurant was slow, and the staff seemed disinterested in providing a pleasant dining experience.
Overall cleanliness throughout the hotel was severely lacking. Public areas like the lobby and hallways were dirty, with trash often left unattended. The elevators had a strange odor and were not cleaned regularly.
My stay at was extremely disappointing. unhelpful staff, lack of amenities, and general lack of cleanliness made for an unpleasant experience. I would not recommend this hotel to anyone and will not be returning. Management needs to make significant improvements to bring this hotel up to a standard that justifies its name and price point.
sahil khan
Having previously stayed at this hotel in 2019, I had high expectations for our return visit. Unfortunately, our experience was marred by disappointment and neglect. The staff were consistently rude and unhelpful, particularly towards foreign guests, creating a hostile environment. Basic amenities such as air conditioning were lacking in the main lobby, and the dining options were inadequate, with food either overcooked or underdone.
Our stay in the villa was equally disappointing. The room had several issues: broken handles, a malfunctioning TV, sagging mattresses, an ant infestation, broken lights, no WiFi, and unreliable air conditioning. Despite calling for assistance 15 times in one day, our requests were ignored, leaving us feeling as if our basic needs were being dismissed.
Given our experience, I would strongly advise against this hotel for foreign tourists. The lack of respect and poor service, especially considering the high cost of over £700 per night, make it a place I cannot recommend.
nadia malik
DO NOT BOOK THIS HOTEL – FILTHY, UNSAFE, AND A COMPLETE DISASTER!
I recently booked a holiday through Thomas Cook, expecting a five-star experience. What I received was beyond shocking – this place is an absolute disgrace, and I urge everyone to stay far away from this so-called "luxury" hotel.
1. Filthy Rooms and Lack of Housekeeping
From the moment we arrived, it was clear the hotel had no standards of cleanliness. Although the room appeared clean initially, it was NEVER cleaned throughout our entire stay. The bed sheets were not changed even once, and the floors, balcony, and couch were filthy. We were essentially left to live in squalor for the duration of our holiday.
2. No Towels and Missing Amenities
To make matters worse, there were no bath towels in our room upon arrival. How can a five-star hotel fail to provide basic amenities? We asked for mugs to use in the room – something that should be provided without question – and yet, they never arrived. The service here is not just bad; it's non-existent.
3. Bed Bugs and Health Risks
We were horrified to discover that our room was infested with bed bugs. My entire family was bitten, causing discomfort and distress throughout our stay. I provided photographic evidence of the bites and the state of the room to the hotel and Thomas Cook via WhatsApp, but NOTHING was done. How is this level of neglect even possible in a hotel that claims to be five stars? Absolutely disgusting and completely unacceptable.
4. Contaminated Swimming Pool – A Health Hazard
An adult defecated in the children’s pool, and unbelievably, the hotel did nothing about it. The pool wasn’t cleaned, nor were guests informed of the contamination. We watched in horror as children continued to swim in the pool, completely unaware of the serious health risk. This is gross negligence at its worst.
5. Food Poisoning – My Whole Family Got Sick
If that wasn’t enough, my entire family got food poisoning after eating exclusively at the hotel. We suffered from severe diarrhea and vomiting during our stay, which was made worse by the fact that the hotel’s toilets were filthy and never cleaned. This is an extreme health hazard – the lack of cleanliness undoubtedly contributed to the spread of illness. It was a nightmare!
6. No WiFi and Terrible Connectivity
Don’t expect to stay connected while you’re here! The WiFi in the rooms is absolutely useless. The signal was so weak that we were left without internet access for the entire stay. How can a hotel in 2024 not provide basic WiFi access? This was a huge inconvenience and yet another failure on the part of this dreadful hotel.
7. Rude and Discriminatory Service
The buggy service was abysmal. I waited 20 minutes for a buggy, only to watch two families who arrived after me get prioritized by the driver. Despite being first in line, I was told to wait until they were dropped off. This type of discriminatory treatment is inexcusable, and it reflects the hotel’s complete lack of care for its guests.
8. Staff Were Incompetent and Rude
Most of the hotel staff were incredibly rude and unhelpful. On top of that, there was a major language barrier, as very few staff members could speak or understand English. This made it nearly impossible to communicate or resolve any of the numerous issues we encountered. The hotel’s disregard for customer service was appalling.
9. Emotional Distress – An Experience Ruined
I was so overwhelmed by the poor conditions and lack of care that I ended up crying in front of the hotel manager. Despite providing photographic and video evidence of the disgusting state of the hotel, they did NOTHING to fix the situation. I expected a relaxing holiday but was left dealing with stress, illness, and complete frustration. This place ruined our trip.
Final Warning
This hotel is falsely advertised as five stars when it doesn’t even meet the basic standards of hygiene, service, or safety. I have reported it to the appropriate health authorities and will be pursuing a refund through Thomas Cook. This was not a holiday – it was a nightmare.
Popovici Patric
one of the most disastrous hotels I've ever stayed at, I'll explain the reasons below: I had a reservation for 7 days at a deluxe double room with a sea view for 2 adults and 2 children, when we got there we were told that there were no rooms available except in the cottages, where after I saw them, I refused let's stay there because it looks like after the war in Ukraine. After long negotiations in gymnastic language (no one at the reception speaks English except at a very poor level), in exchange for 570 euros more for 7 days, we would receive a two-room suite that we had to take in the central building, otherwise we would have slept in the car. The apartment is in a deplorable state, in the first room the air conditioning did not work, the water was flowing continuously and the beds were destroyed. Strong points of the hotel: the aqua park and the location. Weak points: cleanliness, internet signal, industrial type food, but the most important is the lack of air conditioning even in the dining room or reception. Avoid this hotel at all costs, it is a big scam.
Anastasija Ustinova
Lovely hotel.
But our 5 starts go to Furkan who is the best barmen in the hotel for us.
All the staff were lovely.
The place is beautiful so do come.
My Booking
