“The rooms were spacious, clean, and well maintained. A fridge was provided, along with a complimentary bottle of water on arrival, which was a nice touch. We also really appreciated that the restaurant stayed open later on the night we arrived so we could get food after 10:30 pm.
The reception staff were friendly and helpful throughout our stay. Bar staff and restaurant staff were very pleasant. Having a nurse on site was reassuring, and the free shuttle bus into the city centre was fantastic. It made exploring the souks easy and convenient. The pools and water slides were excellent and one of the highlights of the hotel. The only downside was that the poolside tables could have been cleaned more regularly.
The food was the biggest disappointment. Although there was a good variety of options, much of it lacked flavour and became repetitive after a few days. On more than one occasion, I was served pink chicken, which was concerning. However, the pizza and pasta station was excellent and definitely a highlight of the dining experience. With improvements to the overall food quality, this hotel could be even better.
The animation team was mixed. A special mention goes to Mohammed, who was absolutely fantastic. He was brilliant with the children, full of energy, and genuinely made everyone smile. He is a real credit to the hotel. Unfortunately, our experience with another member of the animation team was very disappointing. During our stay, a young 21-year-old guest whom I became friends with received repeated unwanted and inappropriate messages from this staff member. I saw the messages myself and found them to be completely unacceptable. The situation escalated when he argued with her in front of other guests outside around 10:30pm, including myself and my boyfriend, making everyone around feel uncomfortable. The young woman clearly appeared distressed. Despite her reporting the behaviour several times, we did not see any meaningful action taken by the hotel.
Following this incident, the staff member ignored us for the rest of the holiday and excluded us from poolside entertainment and activities, which was disappointing and felt unprofessional. We weren’t part of this disagreement.
Overall, we had a wonderful stay. The hotel has beautiful surroundings, great pools, enjoyable daytime and evening entertainment, and a lovely atmosphere with good music. However, the food quality needs improvement, and I believe the hotel should take complaints about inappropriate staff behaviour much more seriously to ensure all guests feel safe and comfortable.
