TripAdvisor Traveler Rating

Health and hygiene issues from day one. Bedding not charged for ten days, bathroom area was never cleaned properly. No hot water on five separate evenings. Mini bar wasn’t kept with adequate means.

Love it service. Nothing to complain, i just have fun with my family, we really enjoy the place the water park

We spent nine days at this resort celebrating three special occasions as a group of nine, staying across five rooms. From the moment we arrived, it was clear the resort was not as advertised on the British Airways website, where we made our booking. The hotel is very dated, with noticeable cleanliness issues and several health and safety hazards for young children. The rooms were poorly ventilated, with a musty, damp smell, and there was nowhere to dry wet swimwear or clothes unless you paid for the hotel's drying service. Maintenance was slow. Our sink began leaking after the room was cleaned; although we reported it at 5:00 pm, it wasn't repaired until 11:00 am the following day. My son's blocked shower required four separate complaints before it was finally fixed. The biggest disappointment was the customer service. The staff were consistently unfriendly and unapproachable. Very few smiled or engaged in conversation, and around 90% of the staff didn't speak English or make much effort to help. We also noticed that guests speaking Spanish appeared to receive much warmer service. A smile is a universal language, regardless of nationality. The food was acceptable, but there was very limited support for guests with gluten-free, dairy-free or coeliac dietary requirements. Only one member of staff seemed knowledgeable, and he wasn't always available. The spa experience was equally disappointing. The treatment room had no relaxing music, only loud music from the nearby pool. Out of the six people in our group who booked massages, three were offered a drink before their treatment but no jacuzzi or swim afterwards, while the other three had jacuzzi and pool access but no drink. The yoga session was held too close to the busy pool area, with people constantly walking past, making it far from peaceful. The lack of consistency across every aspect of the resort was frustrating. When we raised our concerns, the reception supervisor, Dany Tejado, dismissed them by saying that "Europeans have high expectations of a five-star resort." Sadly, this resort falls well short of five-star standards. In our opinion, it is a four-star property at best.This version is firm, factual, and likely to carry more weight with future guests and the hotel management.

Great beach, the rooms were old but clean, less positive: employees are always waiting for tip, they treat you better with tips and that’s not ok. Very easy to book the restaurants. Kidsdom: very nice for the kids, the people are great, many activities and kids have a great time: Five stars!

The beach and staff is great, The KIDSDOME is super secure and fun for kids the service is great and it’s a an amazing experience.