We were looking forward to this family trip.
On arrival slightly early at 1400 (1500 check-in) we hoped to be able to get early access to our rooms, get unpacked and our holiday started. As it happened unfortunately the rooms were not ready until 1700. A slow an disappointing start to our holiday. When we got the rooms they were not adjoining as requested. One room was poorly equipped with an empty mini bar, we wondered if it was not actually a room they normally use. We were offered the chance to move rooms the next day (an upgrade), this happened eventually but again after long delays and poor communication. Frustrating when trying to relax and wind down but you’re still not unpacked.
When we were moved to the new rooms they were fine.
Other disappointing things - dirty food trolleys (not ours) left outside our room in the corridor for over 24 hours, attracting flies, without being taken away despite me contacting the reception to ask for it to be removed, and on another occasion we were out all day and came back to find our room not made up.
The food was really good in Amari, Imperium and Zenzi Beach, dinner and breakfast. The staff were friendly, it just felt as if they lacked cohesion and leadership.
All in all a bit disappointing when you consider this is marketed as a luxury 5-star hotel and cost a lot of money. I don’t think we would return.