Akeah Broncemar

We booked because of the overall review score. We would never return.

We stayed at Akeah Broncemar for 21 nights with our two small children. We chose it largely because of its positive average review score. Had we known what the reality would be like, we would have booked somewhere else.

To be fair, the hotel is acceptable as a basic holiday apartment complex. But in our experience, it is nowhere near a genuine four-star hotel. Our accommodation felt like an ordinary apartment. We found dust and visible electrical cabling within reach of our children.

The buffet had enough food, but quantity is not quality. Much of it tasted bland, repetitive and like mass-produced or frozen-style food rather than freshly prepared meals. After only a few days, the selection became monotonous. At times, guests also had to wait for basic items such as plates, spoons and other cutlery.

However, the room and food were not the main issue.

The decisive problem was the behaviour of management.

One morning, I was alone at breakfast while my wife and children were still sleeping. I placed exactly two croissants and two bread rolls in a box for them.

Fabienne, the Guest Relationship Manager, informed me that food could not be taken from the buffet. I immediately explained that I had not known the rule, accepted it and would respect it. There was no argument about the rule, and the matter could have ended there.

Instead, she asked for our room number, said she would check whether there really were children in our room and commented that a 14-month-old child would not eat croissants. What should have been a polite reminder felt like an accusation that I was being dishonest.

During the same conversation, I mentioned an earlier incident involving restaurant employee Pedro, who had spoken loudly and angrily to us after we sat with our children at the only clean available table. Rather than listening to this specific concern, Fabienne dismissed it by saying that their staff were friendly to children.

Approximately one or two hours later, Fabienne approached us again near reception, this time in front of my wife and our children, and restarted the confrontation loudly.

What disturbed us most was how she reacted after receiving a complaint. Instead of listening, checking what had happened or de-escalating, the discussion suddenly shifted, much to our disbelief, towards finding something with which to accuse us.

Even more shocking was that she continued despite our son being visibly frightened and clinging to his mother. We repeatedly asked her to lower her voice, yet his distress appeared to make no difference. Never in any hotel have we seen a manager show so little apparent concern for a frightened child.

She then claimed that housekeeping had found crumbs all over the floor after cleaning our room. We immediately went to the room together.

That allegation did not match reality. The room had not even been cleaned that day, the floor was clean, and she could point only to one small crumb on a table. The alleged crumbs all over a supposedly cleaned floor simply did not exist.

Even if a few ordinary crumbs had existed, this was a family room occupied by two toddlers in an all-inclusive hotel. We had paid a substantial amount for the stay, including routine housekeeping. We had not damaged the room or left it in an unacceptable condition. Treating normal traces of family life as serious misconduct made the entire situation feel almost surreal.

Later, snacks and a letter were left in our room. We acknowledge the gesture. However, the letter presented the situation as though we were upset merely because a buffet rule had been explained to us.

That was never the issue.

We accepted the rule immediately and never requested an exception. The issue was the accusatory treatment, questioning whether our children were really there, restarting the confrontation in front of them, making an untrue statement about our room and continuing despite our visibly frightened son.

There were some genuinely positive employees. The women working at the alltourini Kids Club and animation team were wonderful, warm, patient and exceptionally kind to our son. We especially want to thank Violetta and Mia from the bottom of our hearts for the beautiful moments our children spent with them.

Some restaurant employees were also kind and helpful, especially the gentleman with glasses and tattoos, who repeatedly tried to make meals easier for us while managing two small children. They deserve recognition.

Unfortunately, these individuals could not compensate for the overall experience. Several other guests we personally spoke with also described rude service or disappointing experiences. I hope they take the time to share their honest accounts, because reviews are what families rely on when deciding where to spend their money and their limited holiday time.

A basic apartment, repetitive mass-catering food and a swimming pool do not create a four-star experience. More importantly, no facilities can compensate for management that makes guests feel accused rather than supported.

We regret booking Akeah Broncemar, would never return and cannot recommend it. Families, couples and solo travellers who expect professional and respectful treatment should seriously consider staying elsewhere.

I will start by saying the food was good and the staff work really hard but its because there simply isn't enough of them , you have to queue for bars because there's only one member of staff left to do everything. They simply cant cope with a full hotel of people alone. 20 min was not usual to wait to be served. The restaurant frequently ran out of plates,glasses and cups . The bars ran out of glasses and served drinks in paper cups. Customers reserved sunbeds early morning and didn't use the beds all day so it was impossible to get a bed. The staff did nothing to alleviate this problem despite being made aware of it. In short its a nice modern hotel which is very badly managed or is it a case that the longer you wait the less drinks they can serve. Finally fed up with the situation we checked out and waited 25 min in a queue to see the very overworked receptionist

I couldn't fault anything about this hotel and would be more than happy to stay here again.