Overall, it was a pleasant experience.
The dining options were excellent.
The water aqua club was great.
The animation team was diverse and entertaining.
However, there are some areas that need improvement, particularly in the recruitment and training of some service staff. While some staff members were professional and courteous, others nearly ruined our overall experience.
For example, Amal, who was responsible for towel service near the pool, was extremely rude and refused to exchange our dirty towels that had been there for more than two days. She even suggested that we could complain to the director if we were unhappy, which was an unnecessary and unprofessional response.
Another instance involved Mouad at the reception, who denied receiving our booking comments from Expedia even after we showed him proof. Fortunately, the guest service team intervened and showed him how to retrieve the comments.
Investing in high-quality staff can elevate this hotel to become one of the best.