We are extremely disappointed with this hotel, especially considering it claims to be a 5-star property.
From the moment we arrived, the experience did not match 5-star standards. There was no assistance with luggage, and the welcome felt cold and unprofessional, with no basic hospitality offered.
The room cleaning was very poor. Walking barefoot in the room, you could clearly feel dust and dirt on the floor, which shows that cleaning standards are far below expectations.
The food quality was disappointing, as buffet items were often cold instead of properly heated, which is not what you expect from a hotel of this category.
The food service was very slow, with long waiting times even for simple items like fried eggs.
Service in general is inefficient. Even something basic like changing towels can take many hours (up to half a day). This forces you to either carry your towel with you all day or be left without one for a long time.
The WiFi connection barely worked, making it difficult to use even basic services during the stay.
A major issue is the lack of clear information before arrival. The booking agency (Sunweb) did not properly explain that many important facilities require extra payment, and this was not clearly communicated during the reservation process.
In particular, access to certain family/kids areas costs around €50 per adult and €30 per child per day. Over multiple days, this adds up significantly on top of the hotel price.
As a result:
Key areas for children are only accessible with additional daily charges
When it rains, the only option for children is to use the kids’ area, which also requires payment. For a 5-star hotel, you would expect some basic indoor space without extra cost
Even in the paid kids’ area, the pools were not heated, so they were not usable
We also spoke with other families at the hotel who reported the same issues, especially regarding the children’s facilities, which makes this even more concerning.
We booked 10 days to relax and enjoy a family holiday, spending over €3000, but instead this has been frustrating and disappointing from the start.
After reading other reviews and speaking with guests, it is clear that these issues are not isolated and seem to be a consistent pattern.
Despite being marketed as a 5-star hotel, the overall experience feels much closer to a 3–4 star standard.
We would not recommend this hotel, especially for families.
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