The Holiday Resort

During our stay at your hotel with our family last week, we experienced a very unpleasant incident that will never be erased from the memories of my 5-year-old daughter and ourselves. We are, of course, aware that there may be rules at an all-inclusive hotel. However, the manner in which these rules are applied must not exceed the boundaries of humanity and child psychology. After the meal, my 5-year-old daughter wanted to take some meat outside to feed the mother cat and her kittens in the garden; she intended to do this without using any of the hotel's plates or equipment, simply by placing a few pieces of meat into the paper or plastic sleeve used for cutlery. Instead of handling the situation with flexibility or courtesy, your female staff member stationed at the restaurant entrance effectively formed a physical barrier in front of a small child. My daughter moved to the right and got in front, then moved to the left and got in front. It is absolutely unacceptable for an adult to step in front of a 5-year-old child—who has caused no damage to hotel property—and corner them! Moreover, the hideous facial expressions and hateful glares directed at the child after making him cry and sending him away were absolutely disgraceful. I was watching him/her at that moment. I couldn't react at the time, caught off guard by the shock and the holiday atmosphere, but this unpleasant incident ruined our entire day; we spent the rest of the time feeling completely demoralized. When the camera footage is viewed, it will be clearly seen how the staff member played a game of cat-and-mouse with a child, as well as the unacceptable facial expressions that followed. If there is a rule, it is conveyed courteously to the accompanying parent, not to the child. My daughter cried for minutes because of your staff's rude, unempathetic, and anti-child attitude. We managed to put the food in our bag, take it outside, and feed those animals anyway; in other words, your staff failed to enforce the rule and merely traumatized a child. I definitely do not recommend this establishment, which markets itself as a "family hotel" yet harbors people who lack compassion even for a cat.

The hotel exceeded my expectations. The food was amazing, the waiters were friendly, the bar staff were cheerful, and the daytime and evening animation entertainment was fantastic. Alberto, the team leader, was wonderful; he took great care of us from the moment we arrived. He's a great person. We'll definitely come back next year.

The hotel's atmosphere, the food, everything was wonderful. I highly recommend attending the Brazilian night, but there was one person who made our vacation truly special: Ms. Mabel. We thank her for that.