Upon arrival, this is a beautiful hotel with lots of modern décor etc.. Rooms are nice and big and equipped with TV, DVD player, fridge etc., though in our room there didn't seem to be enough shelf space. Electricity in the room is operated by your key card, so when you are not in the room the air-con and the fridge go off, so don't leave anything perishable in there thinking it will be ok. There is no information in your room about facilities available, timetables, hotel rules etc and we only found out about these by word of mouth.
Diet/light drinks are not supplied, unless you count water, which is extremely inconvenient if you are a diabetic. We had to buy diet cola from the shop next door and take it in to the bar every night. I don't know why the hotel could not do this, as we heard over our stay that numerous people had been asking for lighter alternatives. Also the sugar supplement in the restaurant was old and like 'dust' so was no use at all.
The restaurant needs to label the food, as it was all down to guesswork when it came to picking what you were going to eat. Perhaps this would reduce the queues, as people had to go along a line looking in to each container, decide what it was and then decide whether they wanted it. There is not a lot of choice for children, even they grow tired of nuggets or fish fingers on a daily basis.
The animation team/entertainment staff are stretched, so find it hard to vary the daily routine.They also need extra equipment e.g. darts, face paints etc., but they have to fund these themselves, and since most if not all of them have not been paid, I don't know how this will happen. A lot of the night time entertainment lacks imagination, again this due to the team being stretched.
Serving staff can be rude and patronising, whilst others think it is their job to flirt with young girls who have just arrived, leaving others to work their bums off, and most importantly customers unhappy. In the evening there is 2 drink per person rule, meaning 1 person can only order 2 drinks, so if there are a 4/6 people together this means 2/3 separate visits to the bar, rejoining the queue each time.
The beach needs work as it is stony and unsuitable for small children.
We were disappointed by the lack of communication/information and customer service which should come hand in hand with being a 5* hotel. This hotel is in a beautiful location and hopefully will find it easy to overcome these issues and build up to being the 5* hotel it claims to be.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.