As a summary: Hotel needs a lot of money in maintenance, staff are rude and so different from the others we met on the island, and even ignoring all of that, it is still not a 5 star hotel. As a starting point I do wish to say that we were upgraded from our original booking twice - once upon arrival as it was our honeymoon, and second as a result of that room being of a poor maintenance and cleaning standard. When we initially walked into our first room we didn't notice much other then the amazing view of the marina and after a long day of travel we were tired and had a short nap. When I awoke I had a shower but as I didn't remember to get a towel from the rack I asked my wife. At this stage she noticed that we only had one bath towel, and one hand towel. She noticed that this handtowl was folded neatly but upon opening it out was dirty. The level of dirt was not that it had been stained, but that it just hadn't been washed. There was makeup and dirt all over it. As she waited for my to get out of the shower to call she also noticed mould on the roof. As we waited for the hotelstaff to come to review the room we also noticed that there was sand and dirt in the bath, more mould on the roof above the bed, and the soft furnishings and bedding was dirty. See below for photos of everything bar the dirty towel. At this stage the hotel staff moved us to a new room which did have some slightly mould on the roof which should really be dealt with, but as it was only slightly present and everything else was ok we accepted this room. It should be noted for full transparency that this was also an upgrade. However, the big thing for us is that there was zero apology offered and the tone taken, along with some of the actual statements made, were "what is the problem, do you just want more towels?". Not a single sorry was offered at this stage. They even brought down the head of housekeeping to view the room who was just shrugging her shoulders and saying she didn't see the problem. With the room issue cleared up, albeit very poorly, the next few days went by ok. The breakfasts were of poor quality, although they do say it's a designed menu, but the buffet style had food coming out dry and generally of poor quality even if the choice of food itself was good. There didn't seem to be any way to order anything custom. The drinks in the bar were quite expensive for the prices in other bars in the Island, circa 1.5 to 2 times the price, although the barman was very friendly and welcoming. The pool area on the bottom floor was incredibly poorly maintained. It was dark, with quite a lot of dirt buildup in corners and in nooks and crannies and it looked to be what I would expect of a 2 or 3 star hotel that had been open for 15+ years. There was also a leak from the ceiling above one of the main walk ways which was incredibly unsightly. A few days into our trip we ran out the nespresso coffee pods that were in the room and called for more. We were told that four are provided for every booking and more cost €4. We didn't ask how many that got us as we decided to leave it and not get any. We now wonder if you get 4 if staying for 8 nights like us and also 4 if you are only staying for one, but this seems to be incredibly cheap and far from 5 star resort service given I have never been in a hotel before where tea or coffee making facilities in the room are not standard. Nespresso is of 4 star + quality, but they are more expensive, however if the hotel do not want to absorb this cost without passing it onto the customer, then why not just use normal instant coffee instead? We'd have been happy with that. A couple of days later we needed some toilet paper, and called to reception. A hour later it had not arrived so we called again. 50 minutes later it had still not arrived but we had a trip planned and so left. When we returned 3 hours later housekeeping were then in our room and so replaced them. But we found this level of service where we were waiting over 110 minutes for a couple of roles of toilet paper to be delivered unacceptable of even a 3 star hotel. The reception when on the phone offered no apologies at all. I personally have never been to a 5 star resort/hotel and so do not know of the expected level of service. However I have stayed in a high number of 4 star hotels both for work and for pleasure and know that the service received here is significantly less then that I'd expect at a 4 star, let alone a 5, and I would rate it to be a poor 3 star hotel at best. Through the lens of hotel standards and maintenance levels, the hotel was dated, poorly furnished, and very poorly maintained. From a food and drink perspective the choices were poor for an apparent 5 star hotel and the prices were high not only for the island itself, but for what you get. However, times are tough at the moment and perhaps its tough to get workers on the island to fix these things. This might bring it down from a 5 to a 3 star, but what shouldn't be impacted is the hospitality of the staff. However, the staff themselves were not 5 or even 4 star level of friendly. They were short, rude, poorly trained, and unapologetic or accommodating for both major problems and simple requests alike. This hotel itself I would rate as being a 3 star at best, and despite our two upgrades to a Jnr Suite I would say the price we paid was still questionably worth it. I am lowering my review 1 star further due to the staff themselves, who when compared to the other islanders who are incredibly, incredibly friendly, were some of the worst hotel staff I have ever had to interact with. We will not be returning to this hotel and would not only not recommend it to others, but would actively encourage others to stay in other hotels.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.