Beautiful resort, but be careful which building you get
We didn’t pay an extremely high price, but at a 5-star resort we expected a clean, well-maintained room.
We arrived late afternoon and were taken to Building 9. The room was extremely dirty and poorly maintained: stains everywhere, dirty cabinets, mould in the bathroom, visible white and red stains on the bed’s headboard, a bad smell and very noisy surroundings.
We reported this immediately but waited around an hour before anyone came. We were then shown 4–5 other rooms in Building 9, but they were all similar. Travelling with three adults and two young children, we lost more than two hours of our holiday.
The manager eventually offered either a full refund or a clean upgraded room in Building 1. Since it was high season and other hotels were fully booked, we chose the upgraded room. It was clean, and we had no further issues.
The waterpark was under maintenance, which had been communicated beforehand. However, the advertised “unlimited snacks and drinks” for children due to the closure turned out to essentially be just an ice cream, which felt misleading.
Important: We could not find the room/building we received in the hotel photos. In hindsight, this was a red flag. Building 9 felt completely inconsistent with a 5-star resort.
Check your exact building and room category before booking. The difference between Building 9 and Building 1 was significant.