"We are a family with a few children from Asia and have stayed at many family resorts across Europe and Asia. While the scenery and architecture are undeniably excellent, the overall service was extremely disappointing and felt closer to a three‑star experience.
**Kids Facilities & Activities**
- During our stay, there was **no kids club available for children aged 6 and above**, despite this being clearly communicated to us both during booking and at check‑in. We were introduced to various kids activities that simply did not exist.
- The kids club room for ages 6+ was closed. Only after we complained were our children invited to join the 2–5 year‑old club, but the toys and activities were not suitable for older children, and there were **no outings or structured activities** for ages 6+.
- As a result, we had to take care of our children throughout the entire stay, which defeated the purpose of choosing a family‑friendly resort.
- Staff repeatedly suggested that we use the sports facilities with our children, but there was **no staff supervision or guidance**, meaning parents had to accompany them at all times. This prevented us from enjoying adult activities and facilities as planned.
- The kids’ menu never changed, there were **no kids’ cutlery options**, and the buffet had **no kids’ corner**.
**Staff & Service Issues**
- Staff frequently provided incorrect information, especially regarding the kids club. At check‑in, our children were told there would be daily outings—none existed. There was not even a dedicated staff member for the kids club during our stay.
- We informed the hotel in advance that our daughter’s birthday fell on our check‑out day. Staff promised balloons for her, but nothing was prepared—not even a note. This was very disappointing for a young child.
- One of our children had a biking accident. While the biking team helped clean the wound, the service afterward was unacceptable. When we contacted reception via WhatsApp at night asking for hospital information, we were only sent a Google link. As we do not speak German, we asked the hotel to call the hospital to check if it was open and how long the wait might be. The manager was unresponsive. When we went to reception in person, the two staff members on duty refused to call the hospital and insisted we wait for the manager. Only after repeated requests did the manager finally make the call. When we later passed reception carrying our injured child to the car, no one checked on us or offered assistance.
- A simple request for a toothpick turned into an unnecessarily complicated process. Restaurant staff told us to ask reception; reception told us to ask the restaurant; eventually, a staff member walked us to a cupboard near the restaurant to retrieve one.
- At the natural spa pool—advertised as a family‑friendly pool requiring swimwear—a woman was swimming completely naked in front of several children. Staff walked past but did nothing.
- When we first entered our room at night, the comforter under the bed linen was dirty. Housekeeping responded quickly but only removed the comforter instead of replacing it, even though we clearly requested a replacement.
- Throughout our stay, **no staff member or manager greeted us**, which is highly unusual for a top‑tier resort. At most luxury properties, a manager introduces themselves at check‑in or during meals.
**Food & Dining**
- All restaurants except the main buffet restaurant (La Salle) were fully booked for 3 out of our 4 nights. Yet we saw empty tables at Tutto Mondo, a family‑friendly restaurant, while being told it was full. We do not understand why it was so difficult to dine at other venues, especially since we stayed on weekdays and were flexible with dining times.
- The food quality at La Salle was mediocre despite being the most expensive family‑friendly option (€85 per person).
- Because breakfast, free kids’ lunch, and most dinners ended up being at La Salle, our children became very bored with the repetitive experience—especially since the kids’ menu never changed.
- No fruit or snacks were provided during routine room cleaning. Only on the first day did we receive a small box of nuts and gummies, which were never replenished.
**Final Thoughts**
To be fair, there were some positives: Ikigai, the two‑Michelin‑star restaurant, was outstanding; the facilities were clean and well maintained; the architecture and design were beautiful; and most staff were polite and able to communicate in English.
However, the overall service quality did not match the price point of the resort, nor did it reflect the “family‑friendly” experience advertised. Unfortunately, this meant we were unable to enjoy our stay as we had hoped."
A Tripadvisor traveler review
Jun 26, 2026
