Misafir Kullanıcı
14 Mayıs 2024
On arrival this looks a beautiful hotel. We arrived around midnight with a fast check in and was taken to our room via a buggy. The room was great. Main area with a double bed and travel cot. Bathroom and separate bedroom with 2 separate single beds. Spacious, modern and had everything you need, Fridge, Smart TV, Comfy bed and a fantastic sea view. First few days great no issues. 4th day in however we woke up to ants and cockroaches in our bedroom. At 08:00 am I went to reception to enquire whether we could change rooms and also notify them. The day before I did enquire about upgrading to a suite but it was an extra 500 euros which I declined (should of obviously took it) when I arrived at reception I was advised to come back at 10:00 am which was when the reservations teams arrive. The room I enquired about the day previous I was told was still available, when we went back at 10:00 am the room had gone (fine it happens) we then waited for another hour with no updates or urgency from the hotel about moving rooms. They then offered us a room with no lift access and was up 2 flights of stairs. (No issue mainly but our 1 year old doesn't walk and the access wasn't the best with push chairs etc) They then put me forward to a Tui rep. In this time we was looking on their website which had other suites and rooms available online which I asked to view, I was also happy to pay the money to upgrade however the hotel wouldn’t let us look at them saying we had paid for a sea view and that the rooms weren’t sea views. I wasn’t bothered about this, we are the customer and had already paid our money. When i met the Tui rep I referred to having the photos and videos of the room for our reference and that I would write a negative review when I get home, it also wouldn’t look good when we get home and people are asking how our holiday was. Another hour later so 4 hours in total we spoke to another Tui rep Angela. I have never experienced or come across a rep so arrogant and unhelpful. She started by trying to justify the ants. “You're in Cyprus I’ve been here 30 years your going to get them” no you don’t expect it in a suspected 5 star and tui platinum hotel. She said the rooms had gone although online it was still showing rooms available ( this changed an hour later) she said the rooms we couldn’t look at as there was people in them. Why this couldn’t be told and explained in the first place I don’t know ? She then accused me of threatening staff (what I said about writing a review when I get home) what happened next was just disgusting. She threatened to remove us from the hotel and said we have to sign a disclaimer that we wouldn’t post any negative reviews or the photos online for the remainder of our stay and that if we didn’t sign it she would look at other hotels!! We signed it as we had 2 children aged 3 and 1. We had waited 4 and a half hours and just had enough. The last thing you want to be doing is walking down the street with 2 children and yo
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