Anemos Luxury Grand Resort

From the personal welcome by the Front desk Manager at the private suite to the end of our holiday,we had an amazing time.

We recently stayed at Anemos Luxury Grand Resort for a family holiday with our young son. Unfortunately, despite the hotel looking impressive on arrival, the overall experience fell well short of what we expected from a five-star resort.

There are a few positives: the resort itself is attractive, the grounds are generally pleasant and there are some good pool areas. Some staff members were friendly. Unfortunately, the negatives significantly outweighed these positives during our stay.

The food was one of our biggest disappointments. The dinner buffet was extremely repetitive. Most nights, the food was essentially the same, with only a small number of additional dishes appearing on the themed/special cuisine nights. After a few days, it became very repetitive and boring.

Breakfast was also virtually the same every day. There was very little variation throughout our stay. For a five-star resort, we expected significantly more choice and variety, particularly for guests staying for a week.

The quality wasn't grear but the lack of variety was disappointing.

Another important point is that drinks are charged separately. We were staying half board and were surprised that drinks were not included. Even basic drinks with meals are an additional cost. This is something to be aware of when comparing the overall price with other resorts.

The biggest problem of our holiday was a major power outage which lasted for almost the entire day. The power went off early in the morning and was not restored until approximately 5pm. As a family travelling with a young child, this caused significant problems. For around nine hours our room was without:

• Air conditioning
• Normal lighting
• Wi-Fi
• Television
• Ability to charge phones and other devices
• Refrigeration

We had milk and baby food stored in the fridge which spoiled and had to be thrown away.

I completely understand that an external electricity problem can happen and that this may not have been caused by the hotel. However, the way the situation was handled was extremely disappointing.

We had to repeatedly contact Reception to find out what was happening. Initially we were simply told the power would be back "soon". There was very little proactive communication from the hotel.

During the outage we were not proactively offered drinks, refreshments, alternative arrangements or meaningful assistance. We were effectively left to keep contacting Reception ourselves to find out what was happening.

For a five-star resort, I don't think guests should have to repeatedly chase Reception for basic information during a major disruption.

I understand that emergencies happen. What I don't accept is the lack of communication and the lack of proper follow-up afterwards.

The Wi-Fi was poor and unreliable around the resort. It regularly dropped out and was inconsistent in different areas. For a modern five-star resort, I would expect much more reliable Wi-Fi.