My wife and I spent two weeks here during late oct \ early nov. this was our eighth visit so we knew what to expect. In our room when we arrived was a nice basket of fruit and some rum. We were also allocated a sea view room. They know how to treat their regulars. This time, however I was very disappointed with a few things. Firstly, the room was not once fumigated during the stay, in the past it was done weekly, consequently my wife was bitten several times. Getting enough bottled water was also a major challenge, six out of the fourteen days we have to ring reception to ask for more. The food in both the buffet and the pool restaurant was served very cool, and not once did we see anyone doing temperature checks- a little dangerous in my view as the risk of food issues is high.
The younger staff members need to have a course in customer relations from the older folks, in many occasions we felt as if we were interrupting their conversations to ask for things. Our rep, from Thomson, was told of our problems and promised to have a word with the hotel staff, totally ineffective. Also, we saw one of the newer staff members walk into a restroom and tick off the QA inspection form, without even checking the place, which had no towel and overflowing bins!! This hotel really needs to have a few mystery guests put through it.
I would like to praise Edwin in the lobby bar, and Juan in the beach bar, both long term staff and again, made our holiday fun and gave the previous premium customer service we had got used to. Thanks guys.
All in all we made the decision that we won't be back. This isn't the hotel it was a few years ago, still OK but definitely not the five star plus venue it was.