Turquoise Hotel

Absolutely great hotel, we went with our family and have been so welcomed. All the staff have been great, so kind and a continuous welcoming atmosphere. The restaurant gentlemen are so good with our little girl, every day coming over to greet and speak with her. A great location, just a short walk from the strip, beach and any day trips. The rooms are very clean, fresh and excellent air conditioning. The pool is brilliant, one for the babies, one for everyone and one for just adults. A special mention to the entertainment team who go above and beyond making the stay that little bit more special, always with a welcoming smile and fun. We will definitely be returning!! See you again soon 🥳💜

Great hotel, great food, my son loved the darts. Entertainment staff were fantastic.

Overall, we had an enjoyable holiday, but unfortunately it ended on a very disappointing note due to the way our concerns were handled by Customer Relations.

When I asked for an apology for the way I had been spoken to, the Customer Relations representative instead made a number of inaccurate statements in front of her manager. Rather than acknowledging my concerns or trying to resolve the situation, I felt she became defensive. I found her attitude dismissive, unprofessional, and lacking in accountability, which left me feeling very disappointed.

This was particularly upsetting because we have been returning to this hotel for the past four years. Sadly, the way our complaint was handled has changed our opinion completely, and we will not be returning or recommending the hotel to others.

The hotel itself has also changed significantly. It now feels as though guests willing to spend extra money are prioritised over those who have already paid for the Ultra All Inclusive package. The à la carte restaurants, which were previously included, now require an additional charge, and it seems that more and more aspects of the holiday come at an extra cost.

We also spoke to several returning guests who shared the same opinion—that the hotel is no longer operating to the high standards it once was. The all-inclusive experience simply doesn’t offer the same value it used to.

Our room was also disappointing. The balcony was dirty when we arrived, and the en-suite bathroom was looking tired, with visible mould that should have been addressed before our arrival.

That said, there were still some excellent aspects of our stay. The entertainment team were absolutely fantastic and worked incredibly hard to create a fun atmosphere throughout the holiday. The food was excellent, there was a great variety, and the cocktails and drinks were of a very high standard.

Unfortunately, good food and entertainment cannot make up for poor customer service when genuine concerns are raised. After four years of returning, we’ve decided it’s time for a change. Based on recommendations from local people, we’ll be trying the hotel next door in the future, as we’ve been told it consistently delivers excellent service and outstanding customer care.

It’s a real shame, as this hotel used to be one of our favourites.