Palm World Resort and Spa

I am writing to formally express my disappointment regarding my recent stay at Palm World Hotel and the experience my husband and I had from the moment we arrived.

Upon arriving at Palm World Hotel, we were informed that there were no rooms available for us, despite having a confirmed booking. This was an extremely upsetting way to begin our holiday. Initially, very little effort was made to resolve the situation, and it was only after I contacted Loveholidays that action was finally taken.

Rather than being accommodated in the hotel we had booked and paid for, we were transferred to Orfeus Hotel, which was clearly of a lower standard than Palm World. We remained there for almost two days and repeatedly requested to be transferred back to the accommodation we had originally booked.

Throughout this situation, I found the attitude of several members of staff to be hostile, dismissive and unprofessional. Responsibility was repeatedly placed on Loveholidays, with staff referring to them as “the agent”, while Loveholidays blamed the hotel. As paying guests, we should never have been caught between two companies refusing to accept responsibility. Instead of enjoying the beginning of our holiday, we were forced to spend our time chasing updates and trying to resolve a situation that should never have happened.

When we were eventually transferred back to Palm World, the problems continued. My husband and I were placed in the same room as my mother, father and two sisters until the following day. As a married couple, this meant we had no privacy whatsoever and were unable to enjoy the accommodation we had specifically booked and paid for. In reality, we only had access to our own private room for the final two days of our holiday.

I had also paid extra for a pool view room, yet I was initially allocated a room overlooking the road. After raising this issue, the response from staff made me feel as though I was being an inconvenience rather than a valued guest. Although we were eventually moved, the new room was located on the rooftop level of the hotel, requiring the use of a lift followed by additional stairs. As I have a leg injury, this room was unsuitable, painful to access and unsafe for someone with limited mobility.

I was also extremely disappointed by the quality of the food throughout our stay. There was very little variety, the meals lacked flavour, and the same dishes were served repeatedly. As a result, I found myself eating little more than chips and rice for most of the holiday because the other food was bland and unappetising. This was far below the standard I expected from an all-inclusive holiday.

In addition, I experienced poor customer service on several occasions. One incident involved staff becoming rude when I went to refill drinks such as Coca-Cola and water, leaving me feeling uncomfortable for simply using facilities that were included as part of my stay.

The room amenities were also disappointing. The exact same product was provided for shampoo, conditioner, shower gel and hand wash. I found this to be completely unacceptable, unhygienic and well below the standard I expected from your hotel.

Overall, this experience caused significant stress and frustration from the very beginning of our holiday. Instead of relaxing and enjoying our time away, we spent almost two days trying to resolve accommodation issues that should never have occurred. We paid to stay at Palm World Hotel in a private room with a pool view, yet we were initially placed in a different hotel of a lower standard, deprived of our booked accommodation for almost two days, forced to share a room with family members, lost our privacy as a married couple, and continued to experience poor customer service, disappointing food and unsuitable accommodation even after returning to Palm World.

I hope you will take this complaint seriously, investigate what happened, and review the way situations such as this are handled in the future. No guest should have to begin their holiday in the manner that we did, and I sincerely hope improvements are made to prevent other guests from having a similar experience.

Yours faithfully,

Excellent 5 stars will definitely recommend this resort