Pros: The hotel itself is lovely - bright, spotlessly clean Staff are really friendly We stayed half board and the food was excellent (breakfast and dinner buffet) Kids & adult entertainment excellent Very family friendly Cons: Weather in April is not the warmest, the hotel is freezing throughout which is bearable during the day but our room was so cold at night. Adjusting the aircon did nothing, I had to sleep in a hoodie and socks. Also the fold out bed that our children were sleeping on only had thin sheets and a blanket, no duvet like the main bed so they were even colder. This would have been a 4 star review, taking 1 away for the cold room. The reason I have given terrible is that 2 days after checking out, the hotel have charged 550 euro to my card, I had a reservation with *******, which I cancelled ahead of my trip and booked directly with the hotel as it was cheaper. Upon arrival they tried to charge me the full amount of my stay, I showed them I had paid in full and emailed the receipt. They said they would speak to the reservations team. Noone from the reservation team contacted me. I emailed ******* who said the booking was not cancelled (I sent them to a screenshot to show it had been) and that it was between them and the hotel. I heard no more from the hotel on this matter, noone approached me or contacted me. Upon checkout I queried if all settled and was told yes only for this random 550 to be taken from my account yesterday. It is absolutely disgusting!! If the issue was not resolved, they should have made me aware as a guest in the hotel for an entire week rather than taking a sneaky payment after I have departed. Terrible terrible experience and frankly shocking from what I thought was such a great, customer focused hotel. This has entirely ruined what was a lovely holiday and caused financial problems.
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