"We were really looking forward to our stay, but unfortunately 3 days in to our weeks stay and we have been very underwhelmed by the hotel and, in particular, some of the service and facilities.
On arrival, I was asked for a credit card for pre-authorisation, which is completely normal. However, I have subsequently noticed that over €950 has actually been charged to my card.
Breakfast is adequate, with four warm options including eggs, bacon and sausage. The menu choices are quite limited. The omelette was okay, but the avocado and tomato on toast is also available from the buffet, so I’m not really sure why this is a menu option. For a hotel catering for families, I was surprised not to see more child-friendly options such as pancakes or French toast with fruit.
We booked a one-bedroom suite, which is clean and spacious, but it is looking quite tired and has various rough edges that you wouldn’t expect from a 5-star property. Unfortunately, our view was dreadful. We weren’t given the option to choose a sea view when booking, so if this is important to you, I would definitely check what view you are actually getting before booking. Our view consisted largely of dirt, trees and a derelict construction area.
The pool areas have also been disappointing. They look grubby and really need sweeping and washing down daily. Rubbish has been left around the pool area for days.
The beds themselves are comfortable, but there doesn’t seem to be much policing of which guests are actually using the Mondrian pool.
On our first day, by lunchtime there wasn’t a single sunbed available. Our only option was to pay €170 for a minimum-spend bed, which isn’t ideal when you are travelling with two children. What disappointed me most was that not one member of staff seemed particularly concerned or interested in helping.
There was also an issue with service later that day. I asked whether someone could check at around 4pm whether our room was ready. I was told this couldn’t be done and that I would have to go to reception myself. I subsequently saw another couple have this done for them without any issue. With two children and all our belongings, having to pack everything up and walk to reception ourselves didn’t feel like the level of service I would expect from a 5-star hotel.
The hotel’s own rules around sunbeds also don’t seem to be enforced. Towels are left on beds for hours without anyone appearing to remove them.
Pool food is average. The children’s burger is essentially a small slider with around 12 chips. Service around the pool is okay.
There is an adults-only sundeck, which is actually a lovely sunny area, but during our stay it was empty around 90% of the time. It seems strange that this space couldn’t be better utilised when families are struggling to find somewhere to sit around the main pool.
The beach also comes at an additional cost, with sunbeds charged at €30 each.
We booked through Jet2, so this isn’t necessarily the hotel’s responsibility, but the holiday description stated that there were four pools. What wasn’t made clear to us that access to the different pools is shared with the hotel next door, which was disappointing and made the description feel somewhat misleading.
Smoking around the pool is another issue worth mentioning. People were smoking around the pool area without using ashtrays, with cigarette ash being flicked over balconies and left all over the floor. We also saw cigarette butts on the floor around the pool, in the pool eating area and around the outside lounge area. This really needs to be addressed, particularly in areas being used by families and children, and is another example of the general lack of cleanliness and attention to detail.
At the moment, the biggest disappointment is that the hotel simply doesn’t feel particularly well managed or maintained.
I really wanted to like this hotel, but unfortunately, based on our experience so far, I wouldn’t rush back nor recommend."
