Master Family Club

The pool area was the only decent part of Master Family Club Hotel. It hardly made up for the rest of my stay, which left me stressed and upset when I had booked a 5-star trip to relax. My room was cramped, old and uncomfortable, nothing like the pictures. It felt years out of date, was poorly furnished and lacked basic amenities. The food was bland and repetitive, sometimes inedible. I started skipping meals because I couldn't stomach it. What was hardest to see was how other guests were treated. Families were in tears, asking for help and getting nowhere. One had to sleep in the lobby overnight because staff wouldn't resolve their room problem. The lack of empathy was shocking. When I raised issues about my room or food, staff ignored me or brushed me off. This is nowhere near a 5-star hotel. I left exhausted and let down. I regret staying and wouldn't recommend it. Don't spend your money or peace of mind here.

We got back last week, and I wouldn't recommend this place at all. It doesn't deserve five stars, maybe three. There are much better hotels, so don't waste your hard-earned money. The pizza by the pool was great, but the entertainment was poor. The rooms were tidy at first, then mold appeared on the entrance and bedroom walls after three days. I reported it and they showed no interest. Food standards were poor too, with ants around the prepared food and flies. My partner got food poisoning, as did many other people, which was shocking. Dinner was more or less the same all week, and the all-inclusive drinks were extremely poor. A lifeguard was sacked for, well, let's just say if you have a daughter, keep a close eye on her. The transfer we'd booked with on the beach was meant to take 12 minutes from the hotel, with a maximum of four stops. The driver seemed to have an arrangement with a shop or cafe owner and stopped there for 30 minutes. We weren't asked, and at 10:30 pm that was completely unacceptable.

The pool and outdoor spaces were reasonably well maintained, but that was the only positive I found at Master Family Club Hotel. I regret staying and would never return. It is nowhere near the 5-star hotel it claims to be, and I wouldn't recommend it to anyone. If you value your holiday and money, stay far away. The rooms were tiny, outdated, cramped and uncomfortable, poorly furnished and without basic amenities. Nothing seemed to have been updated in years, and the prices made no sense for such basic, old-fashioned rooms. The food was bland, repetitive and disgusting, with no real variety or taste. The all-inclusive meals were such a letdown that I skipped them. Staff were disrespectful and incompetent. When I complained about the room, food or anything else, I was ignored or brushed aside. Other guests seemed to fare even worse. A family was left to sleep in reception all night because staff wouldn't help with their room complaint. Another guest was threatened with police action after refusing to be dismissed when raising concerns. I also saw a woman in tears, furious about how her family had been treated. The way paying guests were handled was appalling.

Musa from the animation team was one of the very few bright spots. He was friendly, fun and clearly put in real effort to make guests' stay better. The room situation was a problem right from arrival: we had paid for two separate rooms, but staff tried to put all of us in one. Unless you stand your ground and argue, you don't get what you paid for. Staff were often unhelpful and unwilling to assist, and the cleaning felt rushed and careless. For a resort at this level, I expected better room cleanliness and upkeep. Meals were another letdown. The food was bland, repetitive and poor quality, and after a few days we were tired of the same limited selection. I wouldn't recommend the hotel to anyone expecting good service or a professional environment. It has potential, but management and staff don't deliver.