Villaggio Marco Polo

this is the second year that I come to this village and also this year it was a fantastic vacation, wonderful village and lots of fun. A thank you also goes to the entertainers who were fantastic people, each of them left me a beautiful memory that I will always carry in my heart, also because they were the first ones I made friends with as soon as I arrived at that village, thanks for everything ❤️

Very disappointed and one of the worst hotel experiences we have ever had! Unfortunately, our stay was extremely disappointing from the beginning. The ’standard’ room we booked was in a very dirty and unacceptable condition. See pics from website and reality for comparison. The bathroom had a strong mouldy and unpleasant smell, the soap dispenser was filled with water, and the towels were visibly dirty and discoloured. The air conditioning was absolutely not working properly. Even after a ’mechanic’ came to check it following our complaint, the issue was not resolved. It gave a sound and barely any cool air came from it! What made the experience even worse was the way our complaints were handled. We were travelling with small children who have allergies, yet instead of addressing the cleanliness and air-conditioning issues, we were told that we would have to pay extra to upgrade if we wanted a better room. Otherwise, we were expected to continue staying in the same condition for the remaining six-night booking. They agreed to discuss and give a solution with a better room the first night but when we returned from dinner outside at 9pm back to reception they simply informed all staff at reception gone home so come tomorrow morning if you want. The treatment of our children was particularly upsetting and completely unacceptable. When we complained about the cleanliness of the room, the manager referred to our children as “dirty children” and threatened that we would be charged if they made the room dirty at all. So I made sure to take pics of the room in every corner when we ’paid’ extra ”200€’ to upgrade a ’suite’. We were also accused of pretending that the rooms were dirty simply because we had apparently requested an upgraded package when booking. Yes we did that to check as some hotels usually does when it’s known the customers celebrate special occasions and this was our milestone anniversaries we celebrated. This was extremely insulting. We had no reason to fabricate anything — the condition of the room was genuinely unacceptable. The way the manager spoke to us was shocking, disrespectful and completely unprofessional, especially when speaking about our children. At one point, she even told us **“never come back.”** The arrogance and lack of basic customer service were unbelievable. We have stayed in many different hotels, around the world from average properties to luxury hotels, and we have never experienced this kind of treatment from management or staff. We also cannot ignore the feeling that we were treated differently because we are people of colour. We sincerely hope this was not the reason for the way we were spoken to and treated, but the experience certainly left us feeling that way. We were paying guests who had booked six nights — we deserved basic cleanliness, respect and reasonable customer service. If there had been another hotel available during the peak season, we would not have stayed. Unfortunately, our six-night booking left us with very limited options. The pool rule is that we ’must’ buy a fabric cap to be in the top . This was introduced second day at the pool to us. First day my kids had their special UV caps on them anyway and I had my own but the second day reception brought this rule where we had to buy 4 caps for each member including the kids (when they already had UV caps) paying 8€ Breakfasts was average and have to wait until they fill up food or say no more available such as for bacon or sausage. A hotel may have problems, but the way a hotel responds to its guests says everything about its customer service. In this case, the response was just as disappointing as the room itself. I would strongly recommend that management seriously review the cleanliness standards, maintenance, staff conduct and, most importantly, the way guest complaints are handled.

Unlucky with staff visibly tired because the season was almost at an end. We gave the impression of being a nuisance rather than wanting to receive information. There is nothing worse than having to deal with staff who treat you with condescension.