It’s not very often I leave a review however I wanted to share our experience as we found ourselves disappointed with our recent holiday there. As a couple we have stayed in quite a few 5 star hotels and in our opinion this is more of a 4 star hotel than 5. The main reason for this is the lack of service and attention to detail. I don’t mean to sound picky with this review however I’d rather just be honest about our experience here. When we arrived there was no welcome pack or map of the resort, and it is a very large resort. We were only handed a piece of paper with the restaurant times on. It might be useful to include a QR code which can be scanned on there to show a map or something of the resort as on the first day we went for breakfast and had to walk around as we had no idea where we were going. Starting off on day 1 we landed at the hotel at 2am and didn’t get to our room until 3:20am. It took over an hour to check in 8 couples (there were 6 couples checking in at the same time as us in front of us). When we got to our room we put the do not disturb on so we could sleep through for a few hours after such a long day. The cleaners disregarded this do not disturb sign and tried to come in waking us 3 times. We had already asked that they skipped us that day. The cleaners themselves when they did clean was found to be very inconsistent, some days they would rush through and remove glasses etc but never were any new ones left to replace. There is a mini fridge in the room which gets restocked every 2 days with fizzy drinks, beer and water. On the third day we asked if it was possible to get a bottle of water from one of the bars. They informed us they didn’t have any and I should go to reception. Reception then informed me that if I wanted a bottle of water I would need to wait for the mini fridge to be restored or alternatively there was a tap. The other option was using the on-site supermarket to go and buy water. For a hotel which brands themselves as ultra all inclusive this shocked me. I had to speak with the hotel rep to be able to get somewhere with this one as I had to question what it was that I had actually paid for if it wasn’t all inclusive. We chose to upgrade to a shared pool swim up room, in the week we were there the pool wasn’t cleaned once, not only that the water was freezing and it was colder than the sea! There were also quite a few tiles missing in the pool too which caused my partner to cut his foot. The people working on reception aren’t very professional and some don’t even speak English, when asking a question we were told maybe come back later on more than one occasion. We tried to arrange a late check out and we’re told 3 time to come back to reception, on the final time we were told sorry there was no more availability which was very frustrating after trying 3 times. A lot of the conversations we had with the reception team were very confusing due to the language barrier. There was a ant infestation