Eden

Excellent location, good dinner, terrible room

Only 100 m from the beach On a street where all the shops and delicious restaurants are located

I don't usually leave negative reviews, but after our experience I feel it's important to share it so that other travellers can make an informed decision. I deliberately waited before posting this review because, before we checked out, the hotel manager told us that the investigation into our concerns could not be be completed until Monday and that I would receive an email with the outcome. Monday has now passed, and I have received no communication, explanation or update. After waiting for the promised response, I feel it's only fair to share our experience. We had paid to upgrade our room, so we expected a good standard. Unfortunately, the room was tired and poorly maintained, with chipped and worn furniture, maintenance issues and an overall standard that fell well below what we would expect from a four-star hotel. From the moment we arrived, things started to go wrong. There was no hot water in our room, and the bath plug was stuck, causing the shower to fill the bath with cold water. Reception advised there were no engineers available and suggested we try again later. We eventually managed to remove the plug ourselves and had to shower in cold water for two days. There was also a significant mosquito problem throughout our stay. We were bitten repeatedly. The most concerning incident happened the following day. When we returned to our room, several items had been moved, a cork from a bottle was lying on the floor, and there was brown water left unflushed in the toilet. The cork particularly stood out because it required a significant amount of pressure to remove from the bottle, making it even more ‘unusual’ to find it on the floor. We immediately went to reception because we were genuinely concerned that someone had entered our room. We were told that nobody had entered the room and that CCTV had been checked. However, shortly afterwards we realised the minibar had been replenished with bottled water and clean cups, meaning someone had clearly been inside the room. We returned to reception to point this out, but throughout the rest of our stay we received conflicting explanations from different members of staff about whether anyone had entered our room. Before we left, the manager told us the investigation would continue and that we would receive an update by email on Monday. That update never came. After reading other reviews mentioning security concerns, we checked our balcony door and discovered it did not lock. Our room opened onto a terrace with access alongside several other rooms, which only increased our concerns and nobody came to repair it during our stay. As a result of everything that had happened, we no longer felt comfortable leaving our belongings unattended therefore, we packed and locked everything in our cases every time we left the room because we no longer trusted leaving it empty. That is not how anyone wants to spend what should be a relaxing holiday. Another disappointment was discovering that guests have to pay an additional €20 simply to use the outdoor pool area. We did not feel this was made sufficiently clear when booking and it was another unexpected cost. What disappointed us most wasn't just the maintenance issues, it was the way our concerns were handled. We repeatedly sought answers, were given inconsistent information, were promised an investigation and a follow-up email, and ultimately received nothing. We contacted easyJet Holidays during our stay because we genuinely felt unsafe and wanted support while trying to understand what had happened. They were helpful and kept in contact with us throughout, whereas the hotel never provided the explanation or reassurance they promised. Every hotel can experience problems. What matters is how those problems are handled. Unfortunately, this hotel failed to resolve basic maintenance issues, failed to provide clear and consistent communication and failed to follow up after promising to do so. We came home feeling stressed rather than refreshed. We have never felt so unsafe on a holiday, and instead of relaxing we spent much of our stay repeatedly visiting reception, chasing answers and worrying about the security of our room. For that reason, we would not return and cannot recommend this hotel.