"Facilities good. Service non existent. The room (we were in a villa) was a very good layout for a family. Lots of space for luggage. We looked from our terrace onto beautiful woodland and the golf course. The price for these facilities is reasonable, particularly as the kids club is included and seemed well equipped (our 6 year old was happy). However, the resort is big. It is a 15-20 minute wait for a golf cart to take you to breakfast etc and the walk was too far in the heat for a child. This became boring, particularly as it required repeat calls to ask the buggies to come. If we passed a buggy on our walk, no one would say hello or offer a ride. There is no food service by the pool - not even a small snack. And the pool restaurant rigidly serves food until 3pm only. After 5pm, you must choose between 1 formal restaurant or room service - and this is a very limited menu. We accidentally left a pool toy one evening and returned the next morning to ask for it. We were just told ‘not here’. No help, no effort to help us look. There are no food or spa menus in the room. Everything is by QR code and even then, there’s no list of activities. I think one is just supposed to somehow know what’s available! We went to the spa and were simply told there’s no availability for any massages for the duration of our stay. Again, no apology, no attempt to help us. This was an important component of our holiday requirement. Small things, but they accumulate to leave us feeling that guests are an inconvenience to the resort! There is no feeling of a 5 star hotel beyond the facilities. Every request seemed too difficult (we asked if we could accompany our child to kids club on the first morning, to see where it was and to reassure her. We were told ok but you have to get back yourself, we will not provide a buggy (it’s a 20 minute walk from the hotel). We waited at the concierge desk for 10 minutes whilst we were completely ignored. The check out is online. The check in is online. The food is ordered online. Everything seems designed to create minimum effort for the employees and maximum friction for the guests. The fact that the hotel has only responded to positive reviews just underlines my point. There really is no desire to improve. Such a shame as a cultural change and some staff training (some of the juniors tried their best) could transform this place to a lovely experience."

"First time here I really recommend my children have loved have come back"