Turquoise Hotel

We have just returned from Hotel Turquoise and unfortunately our experience was nothing like the many glowing reviews we had read before booking. In fact, after our stay, we genuinely struggle to understand how our experience could have been so different.

We travelled as a family of four and, from the beginning, the standard of our room was extremely disappointing. The floors were dirty and it took five complaints before they were finally cleaned properly, with no apology. The babywipe in my photos shows the dirt from the floors in our “deluxe” family room. The proper clean only took place after we reported this to the TUI rep (thanks Emma!). The skirting boards were filthy, there were holes in the wall, mould in the bathroom and one of the beds was broken. Some lights and plug sockets in the second bedroom didn’t work either. We reported this but nothing was done.

Despite there being four of us in the room, we were initially provided with only two towels. There also seemed to be a culture of reserving sunbeds with towels (some people reserving from 7am and not arriving at the pool until mid afternoon), making it very difficult at times to find beds around or near the pool.

Unfortunately, the problems weren’t limited to the room. Public toilets regularly had no toilet roll, the juice at dinner was flat and the food overall was mediocre at best. For a hotel marketed at this level, we expected considerably better.

The biggest disappointment, however, was the attitude of many of the staff. The hotel appeared understaffed and we found a number of staff members, particularly at the main bar, rude and unfriendly. A smile or friendly interaction seemed incredibly rare. The one person who consistently smiled and acknowledged guests was the gentleman cleaning around the pool, who deserves recognition.

We also had an unpleasant experience in one of the hotel shops. After browsing, the shopkeeper sarcastically thanked us for “making my shop dirty”, which was completely unnecessary and made us feel very unwelcome. He said this to my 12 year old niece as he shooed out of the shop.

The spa staff were another frustration. We were approached repeatedly and found that simply saying “no thank you” wasn’t enough. Being on holiday, you should be able to relax without feeling pressured into buying treatments.

Another major issue for us was smoking. There simply aren’t enough designated non-smoking areas, meaning it can be very difficult to sit and enjoy yourself or eat a meal without being surrounded by cigarette smoke.

There were some positives. The evening entertainment in the amphitheatre was very good and something we enjoyed. The water slides were also good fun, although there were often too many adults using them, which could make it difficult for children. The lady running the aqua gym was fantastic – enthusiastic, friendly and one of the few members of staff who really brought some energy and personality to the hotel.

Sadly, though, these positives weren’t enough to make up for the overall experience.

We booked Hotel Turquoise expecting a high-standard family resort based on its rating and the overwhelmingly positive reviews. What we experienced was a tired hotel with cleanliness and maintenance issues, insufficient staffing and, most disappointingly, a general lack of warmth or hospitality from many of the staff.

Our TUI rep did approach the hotel and ask for some form of compensation but this was denied. Given the lack of action when we reported the issues I wasn’t surprised to find the hotel having a lack of responsibility or accountability in all honesty.

We aren’t people who expect perfection and small issues wouldn’t normally spoil a holiday, but when you have to complain five times simply to get a dirty bedroom floor cleaned, alongside broken facilities, mould, poor service and rude interactions, it becomes very difficult to overlook.

Unfortunately, we would not return and couldn’t recommend Hotel Turquoise based on our experience.

Amazing hotel. 3rd visit gets better every time. Entertainment/animation team are amazing organised, inclusive a real asset to the team. Done so many fun activities.

Food is excellent every meal time. Including the snack bar. The pool bar is great and a lovely place to spend your evening with a cocktail. Entertainment acts in the amphitheatre are brilliant and the atmosphere is always electric.

Thank you everyone involved in making my holiday so good, from your darts champion Shaun the Sheep