We arrived at the hotel to find the room not ready, it was after 3pm so it should have been however, it wasn't a big issue. When we got the keys to the room, this is where the issues began. It was AWFUL, I had emailed and messaged the hotel via social media many times, asking for an upgraded room (having read some reviews on here) and was willing to pay... They had put us in the block where the refurb was being carried out, everything was thick with dust and our balcony which overlooked the main street (noisy at night) was basically a slice of wood crossed over with some yellow plastic stuff over it - less than ideal with a 6 year old, positively dangerous for anyone with smaller children. As I arrived in reception to complain I received a timely email from Jet2 to say they have been notified of concerns around the hotel and to ring them if we wish to change accommodation. So I rang them, to be told it's too late for them to help us as we are already in resort. Anyway, the Jet2 rep Chelsea was amazing. She got us an alternative room for the next day and couldn't have been nicer. In the end I paid for an upgrade with the hotel, but this blew my mind because why would you put paying customers in an awful room, when you have better options available. The room Chelsea sourced was better than the one we had been given, the one I paid for had had a refurb and for the price it made sense to have the nicer option. The hotel itself is great, loads of facilities, decent food and drink options, amazing location and brilliant pool area with slides etc for the kids. We would return, but only when the refurb is complete, the dust has been cleaned, the pink bathroom suites are destroyed and most importantly, the balconies are safe.
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