SENTIDO Apollo Palace

We booked this hotel for 11 nights at the beginning of May for 10 of us. My husband and I have 2 children 2 & 5. The weather was 50/50 but when it was hot it was hot. Unfortunately the hotel however was disappointing. Yes we were early in the season but this was a new hotel (pictures show modern rooms, new pools and eateries etc… 3 pools, one was shut ,not even with water in it yet, We were clueless as to one of the pools being adult only and one of the restaurants and the third being absolutely rammed due to the other reasons. Our room was very dirty including mould all over the curtains,stained beds, the cleaners equipment left it our room ontop the wardrobe and plaster falling off the walls, saying this the view from our room was stunning. Sadly the staff of the hotel were rude and very unhelpful resulting in then once asking for clean curtains it was very known all the staff new about this and were very un welcoming. Left a very on edge feeling which led us to day 5/6 of us then eating out every morning and dinner and being off the complex even though we were half board. The onsite shop was shut the entire time. There was a real issue with them not accepting card payment they only wanted cash- to which we saw the waiters pocketing the money. They said the issue was there POS was down, but when I said no I am paying with card and not putting it on my room after multiple conversations a working card machine arrived. This happened every evening ! Walking through main reception to the rooms and complex was still undergoing a lot of work which meant dust, noise and a lot of it and work men everywhere ! TUI were very good and accommodating to this issue. The new part of the hotel which has been finished including rooms (my parents had) was beautiful! My parents paid an additional £400 for an upgraded room, yes beautiful however the second day my mum sat on the provided deckchair on their balcony and fell right through resulting in a broken coccyx and bruises all because there was no main bar in the marital holding it all together. The hotel took accountability for the chair but that isn’t going to fix my mum and fully ruined her remaining 9 days in agony. Such a great shame for the 10 of us that went ! The hotel felt very rushed to be open resulting in a sloppy finish 🙃

I don’t even know where to start with this review because I’m so disappointed in this hotel. Upon arrival, we were told to pay a tourist tax of £105 which I thought was quite a lot. I saw a recent review previously that said they paid £70 so it was a bit of a shock. Room 915 - They had a golf cart to whisk us round to our room which was 915. Once we looked around the room, we found it to be infested with mould, the air con didn’t work nor did the fridge. The couch was also filthy. I emailed ahead to tell sentido that we were here on our honeymoon and requested a double bed but despite constantly asking whilst being here, we’re still in twin beds. I also saw other reviews that said if you emailed sentido in advance that you’re celebrating a special occasion, you get a fruit plate or wine in your room. We didn’t get this. I complained to the hotel because there was no way I was staying in a mouldy room (see the pictures for yourself). Room 1704 - So we got moved to room 1704. It was an improvement but found it odd that the hotel moved us (a couple with a 7 month old baby) to the adults section. I felt bad for the other rooms as they had paid to be away from children and are now next to a teething 7 month old 🤯 we had a wet room for our bathroom and it was constantly full of flies and mosquitos as the cleaners would leave the bathroom window open. Would definitely recommend a bottle of raid. The floor was also constantly wet which was really annoying. We also emailed to tell them that we didn’t need a cot in our room since we were bringing our own but for some reason, they put a pop up child’s bed in the room. I was really confused. After we had been to the pool, I opened the terrace door to hang our wet stuff on the chairs, only to be smacked on the head by a metal frame that had come off the fly screen. I told the hotel and they told me they’d send someone out to fix it and that they were sorry it happened. We went out for the day and then I went back out into the terrace, I tripped over the string the metal pole was attached to. I managed to stop myself so I wasn’t hurt - I didn’t know it was there. So I contacted the hotel again about what had happened for them to finally send maintenance out. The maintenance guy looked at us and said why didn’t you tell reception earlier. I was about to explode at that point. The guy didn’t fix the issue, no replacement installed and instead just ripped the metal frame off the door and called it a day. This meant we couldn’t open the door but was kept under the promise that someone was going to be there the next day to sort it all out properly - it never got sorted out. So I told the hotel and once again, we got the typical sorry it happened message. This was all over WhatsApp as you contact the hotel via WhatsApp when you’re there. They couldn’t honestly give 2 hoots that one of their guests just got smacked on the head and then tripped over something caused by their negligence. We spoke to TUI about it wh

Unfortunately I can't rate this place any higher. Don't get wrong the place is nice it's self. But also nothing to do outside the resort. Food was nice but the plates had a bad smell of sulphur. They are not washed properly. Really overwhelming smell of it. The dishwasher water needs changing more regularly. So that really put a downer on the experience of enjoying the food. Staff are lovely and very helpful. Also unfortunately out side our room smelt of feces all day long. The smell came in the room the smell at high heat of the day. Door was also broken so there was a massive gap at the side and the bottom so the geckos used to run in and out 😂🙄. Baby pool had tiles missing on the bottom of the floor so sharp and dangerous.
We did like the slides and the apart from the sharp missing tiles the baby pool was very cute. The whole place definitely needs a revamp for sure but we did enjoy it apart from them things pointed out. But we wouldn't return and it's definitely not 5* I would say 3 at the most.