We arrived here on 28th December we waited half an hour for the diamond club to check us in. They took our passport details and showed us to our room. We were not given any further details about the hotel. We put out stuff in the room and headed to the buffet restaurant for dinner.
In the buffet restaurant I was shocked to see cracked leather seats which look tired and grubby. After dinner we went back to the room to find thick limescale in the shower on the shower head and the glass along with mould along the wall and the ceiling.
The quality of the towels and bed sheets are poor.
I went to the Diamond club lounge to complain and asked to move rooms and they told me all the rooms are the same so they could move me but it would be in the same block and the same standard. The staff didn’t seem interested at all, and seemed fed up, it turned out that they had so many complaints. The following morning we spoke with Daniel the TUI rep and he said there were no other rooms available, we asked if we could upgrade and again no rooms available.
There is a small wardrobe in the room with 6 hangers and 3 small drawers on the dressing table. There is no storage for clothes for a family of 4 so we have been living out of suitcases the whole time we have been here. There is also no space for the cases which means the room is very cluttered.
As part of the diamond club package you are assigned a butler which is basically a concierge who can book restaurants for you. We were surprised that you cannot book restaurants for the week but only on the day. Each time we have asked him to reserve a restaurant he says there is no availability and the one time there was availability it wasn’t until 9pm which is way too late for our daughters.
I don’t see what we are getting for the diamond club package, every morning there are no towels or sun beds available and this is the case at 8am. There is a constant haul of people coming into this hotel from the splash hotel even at breakfast time! We always look at the number of rooms when booking a hotel and this one has around 300, therefore we thought it would be small and friendly. It is the total opposite, there are so many people that you have to queue for absolutely everything!
There is a real 18-30 vibe around the pool with loud music and games, two days there has been a film within the pool from dirt.
We went to the splash park which is run down and dangerous. When we were there 3 slides were closed off with tape and my daughter asked to leave as she didn’t feel safe. The slides were tired and full of bumps which scratched the skin.
We were here for New Year’s Eve, the hotel wanted to charge $1,200 to have a seat for the show. Obviously there was no way we were going to pay this and those that did made complaints. The entertainment was awful, just a few dancers moving around in animal costumes, then happy new year then nothing. It was absolutely awful! We were told the only place we could eat at new year was the buffet restaurant and this evening there were no vegetarian options therefore all I ate was some asparagus and some rice. New year did not feel special at all, it was a big let down! If you wanted to eat at Hunters or Under the sea it was an additional $59.00 each.
We did go to the white party on Monday and this was very good. This is how we expected new years to be and it was a total flop.
TUI continue to advertise this hotel as a 5* hotel, this is an absolute joke! This is 3* at best! When you travel 9 hours on a flight to a said 5* in the Carribean you expect absolute luxury and value for money. This hotel is a joke and so overpriced it’s ridiculous.
You go on holiday to have an amazing experience and enjoy luxury away from home. I feel like we’ve had to totally slum it living out of suitcases, using a mouldy bathroom and queuing for absolutely everything.
There are seats missing in the theatre area where they have been broken and not replaced.
We had small cockroaches climbing in and out of the gaps in the bathroom. The smell each morning was horrendous as it smelt like rotten drains.
The only plus was the food was good and the bar staff were friendly. I would advise to avoid this hotel!
