It's really hard to give this hotel a 1 star rating from our experience and the only reason I have is because I can't rate any lower. When we arrived at the hotel and entered our room we realised that the glass on the balcony was very loose and dangerous. We went down to let the manager know at reception and it took her 2 days to sort out a room change for us. When we entered the new room, we noticed a small hole in the bathroom door which thankfully I took a photo of immediately to ensure we didn't get the blame. The next morning we went down to the pool and the cleaner was cleaning our room, we returned to the room later on to find a massive hole in the front door. I took a photo of this too and the reason it wasn't noticed prior was the fire safety notice was over the sign and due to the sticky marks on the door, had been there covering this hole for a very long time. After confronting the reception staff and manager, we were told that it was us that did the damage and that we would have to pay for it. I spoke to Brian the TUI rep which was absolutely amazing and couldn't do enough to help us. He came up and viewed the room and agreed that the damage had been done previously and not by us. So the hotel also agreed that we were not at fault and said that they wouldn't not hold us accountable for damage that we didn't do. So we were happy to carry on with our holiday. The staff continued to be rude to us, giving us dirty looks and speaking to us like rubbish every day. We managed to overlook this and try and enjoy our holiday. A few days had passed and I went up to the room to get the baby's pram as he was tired, I was greeted by cleaning staff who were shouting at me asking "why you do this". I tried to explain it wasn't us and the situation has already been rectified by management. I then asked for the housekeeping manager to come into the room so I could explain the situation to her. She continued the shouting and saying "why you do this? Awful awful" After explain what had happened to my partner, she decided to approach the manager again and just ask if she could communicate with the cleaners so they could understand that the damage was NOT us. Instead of trying to help, her and a colleague of hers were shouting at my partner in front of guests caller her a "liar liar liar" and "horrible person". My partner then returned to me in absolute tears because of the way she had been treated by staff yet again. I then approached staff, but they were very dismissive of me and were telling us to "just go just go I don't want to speak to you horrible people" when they were indeed the ones being horrible. I approached the rep again yesterday and explain what had happened again and he was not impressed by what I was saying. He told me he would have a word with staff and catch up with me today so I am currently awaiting a response from him later today. Another incident that happened was we were told by staff that my son was not allowed on any small waters

酒店回复：Dear Guest, We’re sorry to hear you felt this way, though we must clarify that the situation was not as described. The hotel took all necessary steps to ensure guest comfort and safety, and any concerns were promptly addressed. TUI UK Customer Service, who were fully informed of the actual circumstances, have also responded to you directly. We would also like to stress that rude or aggressive behaviour towards our staff is not acceptable under any circumstances. Our team is dedicated to doing their job professionally and respectfully, and we stand by them. Guests who do not treat staff with the same respect are not welcome at our hotel. Kind regards, Tatyana Grudeva, Hotel Manager