Surfers Aquarius

The beach was right outside, and we had a direct view of the sea and sand. Aquatius had plenty for everyone too, including the pools, spa, sauna, tennis court, gym and BBQ area. Our apartment was equipped well enough for the nights we ate in. Shops and cafes were an easy 10-minute walk, with frequent public transport nearby. We had a great family stay and are already planning to come back.

We felt intimidated instead of supported, and I wouldn’t recommend staying here after what happened to us. We were threatened with police after raising a safety concern, even though we stayed calm and respectful. Check-in ran late. When we finally got into the room, the floor was still wet and I slipped, so we went back to reception to tell staff. We were accused of rushing them just for asking if the room was ready. The receptionist with strawberry-blonde/orange hair was especially rude, smiling while she spoke to us in a way that felt belittling. She also put my friend on the spot in front of other people when we explained what had happened. We were warned that if we did “one more thing,” police would be called to remove us, and told they’d be called if we kept “harassing” staff. An age issue only came up after we complained, even though we’d already checked in and received keys, and it hadn’t been mentioned when we booked or arrived. I’ve seen similar accounts in other reviews, and the hotel’s repeated replies that it “does not accept these claims” seem to avoid addressing concerns. A few other guests told me they’d had the same receptionist be very rude to them. I’m not writing this for a refund or compensation, just sharing our genuine experience. The hotel can say it isn’t true, but this is what happened to us.

The limited service hours were frustrating. We asked for a fresh set of sheets, but they never arrived, and when we requested reasonable supplies we were told to buy them ourselves. The welcome pack seemed generous for a family of five staying six nights, but we still had to purchase toilet rolls and laundry powder. The room also felt very poorly maintained and dated. The kitchen lights didn’t work and the ensuite tap leaked. We paid a decent amount, yet it felt like staying in a very low-end motel.

The view was amazing, and the cleaners were lovely and welcoming, but the rooms are overpriced and overrated. The receptionist with orange hair was rude and disrespectful, and seemed unwilling to take responsibility. Her facial expressions felt intimidating. I won’t be back. In response to your reply, you do have a staff member with orange hair and glasses. She shouldn’t be working reception given the way she greets people. I also once walked past and saw her arguing with a bystander. We didn’t raise concerns when we left because we wanted our bond back, and had heard from others that you don’t return people’s bonds and scam them. One of my friends who was there has since been in contact. You’re making yourselves look unprofessional by not apologising to people who deserve one, which is what taking accountability means.