On arrival, we were met with a large queue for check in with no organisation from the reception staff, people were pushing in and they had no respect for the visitors that had clearly been waiting. Checked in to our room and it was absolutely filthy, a collection of a month’s worth of other people’s hair as seen below in the pictures. We asked for someone to clean it and showed reception staff the pictures and was told they would send someone. When we returned to our room, the same hairs were still there and remained there for the 6 nights that we stayed. We had to result in using flip flops to get around our room because we didn’t want to put our feet on the floors. Our TV remote only had 1 battery and we were unable to use the TV our first 2 nights. Our shower and air con was also not working and had to wait for a maintenance man to come to fix it. During our trip there was a short period of rain which contained sand, you would have thought they would of been prepared for this, yet the next day, we were told the pools were closed for cleaning when we first went down at at 10am and the small one remained closed until 5pm and no wonder, they had 1 cleaner with a mop bucket splashing around the pool and then playing on her phone to which I have video evidence for. It wasn’t until they had several complaints 2 more staff came to help at 2:30pm. The main pool was not opened until the next day and no attempt was made to clean this pool at all, which is insane because it’s the hotels biggest pool during peak time (2days it was closed for in total). As if things couldn’t get any worse, the restaurants that were advertised while booking were all closed, we could not access even the main buffet restaurant at times and when we did manage to eat, the chicken was pink, fish undercooked and in general the food was quite frankly a 2 star standard and that’s being polite. Hotel entertainment is non-existent and the only time we saw the hotel club reps is when they were barging paying customers out the way at the buffet and taking all the food like savagers. Absolutely crazy that they do not have a separate window to eat their breakfast, lunch and dinners. The majority of the staff that work here are rude and unfriendly, they don’t have enough staff to manage holiday goers so that meant waiting in long lines for drinks and quite often having to figure out how the hotel works yourselves. To top it off, we had our bags in the hotel hold as we had a few hours to kill before our private transfer, when we returned we were missing a bag that was clearly taken/stolen. We were told by hotel staff that they can’t check the lock up cupboard because it’s locked and there isn’t any staff available to open it, bearing in mind it was only 7pm and we checked out to leave. We will be escalating this to Hyatt and will be requesting a full refund of the stay, absolutely disappointing.
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