Just back from a 10-day holiday, and overall we had a lovely stay. I’ll start with the positives.
Our hotel room was lovely, spacious, and located by the infinity pool, which we were really pleased with. The reception staff were always friendly and helpful, making check-in and any queries easy. Breakfast was excellent, with a great variety of options each morning. The beach club itself is beautiful, with a lovely pool, very comfortable sunbeds, and delicious food and drinks.
Unfortunately, the service at the beach club really let it down.
On our first day, we went to the beach club for some lunch while waiting for our room to be ready. We stood around for quite a while waiting for someone to acknowledge us. Although it was busy, nobody greeted us, explained how things worked, or suggested we take a seat or order at the bar. In the end, I had to stop a member of staff walking past to ask if we could order food. I understand it was busy, but I would still have expected a warm welcome.
The following day, we returned to use the pool, arriving at 10:45 (it doesn’t open until 11am) There was a small queue, but we got some beds and as it was a Monday, we had 100% discount. After settling in, we rang the service bell to order some drinks. Nobody came. We tried again, but still no one responded, so eventually we had to go to the bar ourselves. The same happened when we tried later in the day. It may seem like a small inconvenience, but considering the atmosphere they are trying to achieve —you expect a much higher level of service.
The next evening, we had booked a table for the special grill night in the restaurant after seeing the leaflet on our breakfast table. Booking via WhatsApp through reception was quick and easy. We arrived around 10 minutes early and stood behind another couple at the restaurant entrance, waiting to be seated. Sadly, we stood there for over 15 minutes without anyone acknowledging us. No greeting, no smile, no indication that someone would be with us shortly—we were simply ignored. The couple in front of us appeared to feel exactly the same. The restaurant wasn’t particularly busy, although it did seem understaffed. Eventually, we walked away, went to reception, explained how disappointed we were, and cancelled our booking. It wasn’t what we expected to do, but after being ignored before we’d even entered the restaurant, we had little confidence in the experience that would follow.
In my opinion, the beach club has the potential to be outstanding, but the service needs significant improvement. More staff are clearly needed, but just as importantly, guests should be greeted warmly, acknowledged, and made to feel welcome. If those issues were addressed, the beach club could be brilliant. As things stand, however, we didn’t feel it offered good value for money, and after those experiences, we chose not to return to the beach club for the rest of our holiday which was a shame.
The housekeeping could also do with some improvement. On most days, it seemed that the beds were simply made and the towels replaced, but the room didn’t appear to receive a thorough clean. By the end of our stay, the floors definitely felt like they needed a proper clean.
There were also a couple of occasions where basic housekeeping was missed. One day, I had to find a member of the housekeeping team to ask for an extra toilet roll because the one in the room had been left almost empty. On another day, no fresh towels were left after the room had been serviced, so I had to go to reception to request some - again small things, but for an expensive high end hotel you wouldn’t expect these things to happen.
The area around the hotel is run down, there is a car park/caravan site/shanty town and sewage works which you have to walk though to get to the town/ beach areas but as long as you hold your breathe before you walk through you will be fine.
