Ella Helea

Recent Reviews: 2255

• User:Nicola M

  Trip type: Family

  Nice hotel but DO NOT go here if you are a large group

  30 May 2026

  Lovely hotel, clean, great rooms and quality of food lovely especially the street food. However if you are a large group this hotel is not for you. We had 4 families with kids and adults travelling and staying here for a special birthday and we were not allowed to move tables or chairs in the bar or restaurants to sit together. We got told at the bars they would only take a 2 drink order per person and no more. They wouldn’t at first allow us to even have a table in the restaurant for my nieces birthday until we complained and then they allowled it. Didn’t want us putting any balloons etc on table again until we complained that we were doing it ourselves and would remove it after. And the majority of staff (not all) were in general rude. When at the beach bar drinks were served at table and just all put down with no idea what was what and when we asked they just said “do you not know what you ordered!” Well yes we did but when you’ve got a couple kids on cokes but also the adults drinking alcohol with coke and idea of what you’ve just put down would be good so that we didn’t have to taste test it all to make sure the kids were getting the right drinks but they didn’t care and didn’t help. If you went to reception with a query they sent you to guest relations but when you went there they fobbed you off back to reception! If you are a family of 4/5 or less it’s fine. Any more go somewhere else. Such a shame as each family complained while there but nothing got done about it. They just didn’t care. So would not go back here.

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• User:Tamsin S

  Trip type: Family

  Mixed bag

  29 May 2026

  I was really unsure about this hotel as the reviews are so mixed however I can see why as it’s a complete mixed bag:The hotel itself is lovely, clean and spacious and not too far from the airport. The water park for the kids is great and most* the staff are friendly however the food is just so basic and not fresh and you have to queue for everything. The ice cream queue for the kids in the evening is just a joke! Although there are a few restaurants there’s a catch we stayed for 5 nights and was only allowed to eat in 2 (one for lunch one for dinner) which were so booked up we had to go at really awkward times just to get in.for example lunch at 14.30. Once in the restaurant we thought the food must be better than the buffet but again it’s just average and really lets the hotel down. Staff in the restaurants aren’t particular friendly or helpful and seemed they just didn’t want to be there with an exemption of a few.My daughter loved the kids club and every day at 11.30 is a little activity which is really nicely done and the staff there are all amazing with children. The evening disco is super Mario every night which is just painful, it really needs to be mixed up for variety instead of the same person dancing and same song.Spa was really good, highly recommend a massage.Overall this hotel has been good but just not great which is a shame as it really could be but unfortunately not 5 stars.

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• User:Rebekka M

  Trip type: Family

  Beautiful resort and aesthetically stunning, requires improvement to be 5-star!

  29 May 2026

  The resort itself is beautiful, immaculately maintained, and very clean throughout. The rooms are lovely; however, it's worth noting that the Deluxe Double Room is not suitable for three adults. Don't be misled by the description. We were willing to pay to upgrade to a larger room, but despite raising this before our arrival, the hotel was unable or unwilling to assist before or during our stay. While we appreciate the resort was at full capacity, it was disappointing that no solution could be found beforehand, not a great start. The food is of a good standard, although we felt there wasn't enough variety for a resort of this size. The salads were excellent, the breakfast selection was very good, and the Latin American à la carte restaurant was stand out. The Street Hub also served consistently good food, and there was a wide choice of drinks available throughout the resort.One disappointment was having to queue outside the main restaurant while staff allocated tables. Having stayed in many 5-star resorts over the years, this is something we have never experienced before. That said, the restaurant team were exceptional on my daughter's 21st birthday. They went out of their way to make her feel special at breakfast, and I am genuinely grateful for the effort they made. They were warm, friendly, welcoming and, unfortunately, the only team in the hotel who consistently made us feel truly welcome.The biggest issue throughout our stay was the hotel's attitude towards larger groups. We were a group of five families travelling together, and it often felt as though the resort wasn't set up to accommodate us. At several bars, particularly the beach bar, even moving a couple of chairs together so family members could sit together seemed to cause frustration.The bar service was another source of disappointment. It was common for two or three members of our group to collect drinks for everyone, yet we were repeatedly told that only one drink could be ordered per guest. This policy felt unnecessarily restrictive and lacked common sense. Surely it is more efficient for a few people to collect drinks than for all 18 guests to queue individually, creating even longer waits at already busy bars! As all-inclusive guests, we had paid for food and drinks as part of our stay, yet we were often made to feel as though we were doing something wrong simply by collecting drinks for family members. We were not being excessive; we were ordering reasonable amounts for our group. The lack of flexibility left us feeling scrutinised rather than relaxed, which is the exact opposite of what a holiday should feel like.What disappointed us most was the apparent lack of concern when issues were raised. Suggestions and complaints were often met with indifference, which felt both upsetting and disrespectful. By the end of our stay, I genuinely felt uncomfortable approaching staff with even simple questions. This was particularly disappointing given that our group of 18 had spent many thousands of pounds to stay at the resort.I think it's important to provide some context when reading reviews, as everyone has different expectations and travel experiences. We regularly stay in 5-star resorts and therefore have certain expectations when it comes to service and guest experience. I won't name other resorts we have enjoyed, as I don't think it's fair to make direct comparisons, but I do feel it's important to be honest about our experience.If you are travelling as a couple or a small group of up to four people, you will likely enjoy your stay. However, if you are travelling with a larger family group and hope to spend time together, be prepared for restrictions and a sense that your presence is inconvenient.Overall, this is not a true 5-star experience in our opinion. Not because of the property itself which is beautiful, but because the service standards and guest experience fall well below what we would expect from a hotel in this category. Above all, guests should be made to feel welcome. Sadly, that was not our experience here.

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• User:Luke B

  Trip type: Family

  3 star at best

  29 May 2026

  We stayed recently with our two daughters. The positives, it’s a modern and clean hotel.However, be prepared to queue for everything from breakfast, lunch, dinner, drinks, towels etc. It very much feels like a hotel that makes sure it runs to over capacity. For such a vast hotel, it feels so crowded because of this.You are entitled to 3 à la carte options a week, but it’s nearly impossible to get these booked unless you opt for a lunch. You ask reception, and they seem clueless and refer you to the app, which is woeful.Sun-beds, there clearly isn’t enough. There’s signs that says they can’t be reserved but good luck getting one if you’re not part of the gang putting their towels out at 6am. Post 7am, you have no chance of getting a sun-bed.Food, there’s lots of variety but it’s bland.It’s a shame, it’s a good site with lots of potential but it’s run on volume. The one big positive I would give is house keeping. They’re always friendly, positive and just generally going out of their way. The staff in the main restaurant are also friendly but then they forget about you after seating you to your table 😂In terms of trips through guest services, you’re better off booking direct outside of the hotel. They’re cheaper and better experiences.The beach is great. It’s stoney, but the beach is clear and the water is calm.

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• User:Matthew W

  Trip type: Family

  Unbelievable holiday

  29 May 2026

  Unbelievable holiday and we will definitely return. The rooms are spotless, the staff are sooo friendly and the food is Unbelievable.Joshua and Marie were so helpful in the Lopia restaurant too.5 star and a true one at that!