Palace Bonanza Playa Resort & SPA by Olivia Hotels Collection

I booked this hotel after seeing all the terrible reviews and thought that people were just being difficult and that everything would be fine. I am also the type of person that avoids confrontation and would rather avoid complaining at all costs.

However we got to our room and our air con wasn't worked. We arrived late at night so waited until the morning to get it sorted.

I went down to reception and was greeted with snarls and stares, which made me feel so uncomfortable. I told the girl with the red hair and glasses the issue and she did not apologise she just looked at me. She was with another girl with glasses and a younger guy who all just stared at me. She said we will get it looked at. She gave no time frame so I asked when and she told me ten to fifteen minutes. We were in the room for 40 minutes and no one came. We asked the maid (who was lovely) if we weren't turning it on correctly but she said it was broke at to speak to reception.

We went back down and told them the maid said it was broke and no one has came and were told by the other girl to "just go out for the day", this was stressful because we obviously wanted it sorted but if it was broken we didn't want to need to move rooms at dinner time. Again we were met with disdain, staring, one word answers and we knew it wasnt getting sorted.

We came back around 5 which had new staff on, we told them about the situation (No one had looked at it yet and we kept the balcony door open to keep the room cool and it was still the same). This man was much more pleasant who apologised, got a phone to phone someone about it, I was shocked!!! And said he will get it sorted. I felt relieved that someone was actually nice and took it seriously. We were in our room for 7 and the Aircon worked!! However, when we came to the hotel that night it was off again, and the room was very hot.

Terrified to speak to the morning reception staff as I knew it would be the girls with glasses on. They told me someone checked yesterday morning and it was working, which was just a lie. And that they will send someone up again today, another lie. No apologises again just like talking to robots that hate people and their job, although I believe robots would have more empathy. As expected no one came to fix it and instead of needing to spend half of our HOLIDAY in reception, waiting for people and getting generally upset about it, we decided to just deal with it and had to deal with sleepless nights from the heat and also lots of noise from the window being open.

It seemed like there were nice enough staff at reception when we were checking out. I think we were really unlucky with who dealt with us. Personally I believe the girls should leave the hospitality industry as it is obvious they hate people and hate helping them. Maybe a job with no interaction with the general public would suit?

Overall the rest of the hotel stay was pleasant, the rooms are not dirty or old fashion, the place is clean and modern. There is also a very good spread at breakfast and the spa facilities were nice. .