Our stay left us with very mixed feelings.
We chose this hotel because it was highly recommended as one of the most guest-oriented and flexible properties within the brand. Travelling as a family with our mother, we expected a level of hospitality that would make our stay comfortable and stress-free.
We arrived at 8:00 AM and politely requested early check-in or access to our room slightly before the standard time. Unfortunately, the room was only ready at 3:14 PM. While we understand that early check-in depends on availability, waiting more than seven hours after an overnight flight was very difficult.
The first two days of breakfast service were excellent. We were offered comfortable seating and coffee and juice were served at our table. However, from the third day onward, the experience changed considerably.
We were regularly attended by the same waitress in the breakfast area near the terrace and repeatedly encountered situations that did not feel welcoming. We were told to get our own juice, were prevented from sitting at our preferred table despite the area being nearly empty, and on several occasions coffee was either refused, delayed, or never brought at all. One morning we were told the coffee machine had already been turned off, yet a Russian-speaking waitress kindly arranged coffee within minutes. We would like to sincerely thank her for her professionalism, kindness, and willingness to help throughout our stay.
Unfortunately, the other waitress eventually stopped greeting us altogether, and on several occasions hot tea was served cold.
What made this particularly disappointing is that throughout our stay we actively supported the hotel's restaurants, beach facilities, and lobby outlets, regularly charging meals and drinks to our room. Despite this, we often felt that our comfort and requests were not being taken seriously.
The most disappointing situation concerns our departure. Our flight is at 9:00 PM, and we kindly requested a late check-out until at least 3:00 PM. However, we were only offered an extension until 1:00 PM. One of the main reasons we chose this hotel was its reputation for flexibility and guest care, especially for families, so we had hoped for a little more understanding.
We would also note that during our entire 8-day stay we encountered a Russian-speaking manager only once, late at night.
At the same time, it would be unfair not to recognize the employees who genuinely enhanced our experience. We would especially like to thank the gentleman from Pakistan working in the beach and sunbed area. Although we do not know his name, he was consistently warm, attentive, respectful, and genuinely caring. He regularly checked on our family and made us feel welcome every day.
He and the Russian-speaking waitress created the most positive memories of our stay, and we hope their efforts are recognized by management.
The hotel itself is beautiful, with excellent facilities, a wonderful beach, and a lovely atmosphere. However, the level of service we experienced from certain staff members did not match the reputation that led us to choose this property.
As our departure day is still ahead of us, we sincerely hope management will consider this feedback and help improve our final impression of the stay. A small gesture regarding our late check-out request would go a long way toward restoring the positive experience we had hoped for.
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