Apartment in Grand Blue Fafa Golem

We paid for a sea view room for five nights, from May 7th to 12th, but were told it had been given to someone else "by mistake." The hotel then put us in a pool view room while claiming it was a sea view. When we reached it, the first key didn’t work. Reception gave us another one, but that room was already occupied. We returned again and eventually received a room. Who knows what could have happened. I don’t believe this was an honest mistake. The staff were the worst I’ve ever experienced, and the whole situation was a total failure of customer security and privacy. Don’t ever go there.

This feels like a summer hotel. We arrived on 30.12. at night to find the room windows wide open. They were nice, but the room was very cold, and we had hot water in the bathrooms on only one day. The spa is in a different corpus, so we had to ask for bathingrobes for two days before they finally gave them to us. That was very unpleasant in winter. Apart from those problems, the friendly stuff, restaurant, and food were very good.

I can’t rate this hotel higher because the staff were so rude and unprofessional. During a pool party attended by many people from the kizomba festival, I saw broken glass scattered across a large area beside the pool. Someone could have badly cut a foot within minutes. I asked a hotel worker to deal with it, but she refused even to look and seemed completely disengaged. When I asked for her name, she refused that too, so I walked to reception to report the danger. Similar incidents happened to me every day. The rudeness, and sometimes open hostility, from the hotel personnel ruins the rating. Two stars at most.

Nearly two months after fully paying for a booking for August 2026 on 26th March 2026, we still had no confirmation, invoice, or booking reference. For a supposed 5-star hotel, the communication and customer service have been very disappointing. We sent numerous emails, WhatsApp messages, and follow-ups, but many were ignored. The only replies were repeated apologies and requests to “wait”, without any actual solution. Paying in full for a holiday and then spending weeks chasing basic booking documents is unacceptable. It has seriously damaged my confidence in the hotel, especially since other family members also have reservations there this summer.