We booked a TUI holiday package this year following our overwhelmingly positive trip to MAGIC LIFE Africana in Tunisia last year. Unfortunately, this year's trip did not exactly live up to the same expectations. Our outbound flights were delayed, which meant we only got in to our resort after 4am (instead of initially scheduled midnight arrival). On arrival staff were not particularly welcoming - understandable due to time of night etc. but when we arrived at our room our baby's cot was not in the correct room. An issue we had foreseen and tried to resolve ahead of time by calls with TUI. However, the instructions, for whatever reason were not passed on. The hotel staff did not help and we had to move the cot ourselves. We had booked a family room but it was the same size as the normal room of the other people were travelling with - the only difference was a partition/divider between the double and twin beds. The room was too small to move and we asked the hotel management to remove the additional twin bed to make room for the cot - at first they refused and tried to charge us extra but the resort TUI rep helped us resolve this. The resort was beautiful, however we didn't find the staff to be particularly friendly and there was obviously a language barrier due to relatively small amount of English understanding, it was a very German focused resort. A lot of items were charged at a high price so not 'all inclusive', for example a set cocktail list, with other favourites Pina Colada available with an added cost of 7 euros! Fresh orange juice at breakfast was also chargeable at 1.50 euros. One day I thought I would treat us to a pina colada despite the additional cost and was told they did not have the ingredients. Last year, these were included. The kids club was poor, staff were not engaged and all activities were charged at an extra cost which were told about after the fact (all activities were included for free last year). Having said that, the pools and facilities were fantastic, it's a shame that some of the shine was taken from our trip due to additional extras, unfriendly staff and poor transfers/flights. Will not return.
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