We were so looking forward to our holiday here. The photos looked amazing. However, we found the photos and descriptions very misleading. We booked a Grand Opal Suite in the Panoramic Wing. With a balcony and sea view. What we got was a beautiful room but a covered area at the back (we were on the ground floor) facing a wall and a service road. Also there was nowhere that it said that you had to get 3 lifts and walk down a very steep slope to get across to the main hotel. 4 Restaurants were publiised. One was open all the time and a sushi restuarant sometimes open. The pool bar in the panoramic wing was under staffed, no one came around to ask if you wanted anything, you had to go to the bar hope someone came out to take your order, which then took a while. The place is beautiful, but it is very much style over substance. We asked to change our room as what we had is not what we expected, my husband has a bad knee, which wouldnt have been so bad if we didnt have to walk down and up the steep slope every day. We were offered another further away, further walk and more lifts, with no balcony, we refused and that seemed to annoy them as they mentioned this several times. We contacted our travel agents who did nudge them into moving us to a beach front room, 7 days into our holiday. What was the most disappointing thing was the way we were treated by the head staff, surly, unhelpful and I feel at some times rude. There was one day that everyone seemed to be complaining this is the only day that someone came up to us and asked how we were, so we said about the room, his response was 'you should have told us!'. Everyday we heard people complaining and we spoke to quite. few couples who had similar complaints to ours. There is an issue here. The Haute Living was lovely but not enough sun beds, however the lady there was a delight and so lovely, big recommendation to her. The restuarant food was good, but you had to book and 'dont be late!' or you get ticked off.Sadly I was rushed to hospital with appendicits, and taken to clinic. I was transfered to the mainland. When we had to leave my husband had to come back and pack and pay and do it in 10nmins fo that i could get the ferry. He told reception this and asked for a trolley to get our luggage . He was rushing and when he started to walk to the reception (quite far from our room) he saw the cart loaded with luggage, the man said I have ot unload these off first then I will be back. My husband said I just dont have time. He saw the Manager, who did not even ask if he could help, wish us luck or anything. When we wrote to the hotel afterwards I felt they were blaming us for these things. We have never complained about a hotel of this calibre, or the staff so this is a shocker for us. They need to get good training on customer service, they need more staff, they need not to be misleading on their advertising. WE WILL NEVER GO BACK, and DO NOT RECOMMEND. I really hope that they take on board t
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