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This hotel deserves a 4/10 rating basically because these 4 points are awarded to the amazing quality of the food although it started to go down hill on our second week of arrival.
This also includes the Moorish cafe which was superb and the waiting staff and the cafe staff were always polite and very helpful. With that said I wouldn't recommend anyone visiting this hotel unless you had great French/Arabic speaking skills.
This was noticed by not only me and my family but also by other German/ Austrian/ Swiss/ Italian guests. As my mum can speak fluent German, they told her how disappointed they were with the (5 star) standards of the hotel.
They too saw favouritism towards the French/Arabic guests which was mainly shown around the beach and the pool area. This includes the hotel animation team saving sun loungers for the guests mentioned previously and at the beach the reservation of the popular areas of the beach (the gazebos) and therefore no other guests was allowed to use them since these 'reservations' was placed always the previous day by the managerial staff at the beach.
If return flight is late at night don't expect to be able to keep your room till 1800 or even 1600 as they had overbooked but had promised us and a few others a room to shower and change in.
When this time had come they refused they had anything to do with this offer and blamed it on staff who weren't present. We had been told to go and shower and change in the Thallasso area in the male changing room. We did so and at the Thallasso we were made a mockery of our situation as they didn't even want to have us some hotel towels.
We returned to the reception again complaining about what the staff had done and then they stated that we were to change in the area of the inside swimming pool changing room which was a shower and a toilet and very damp. Eventually we found a dry room (toilet) where we could have a 'strip wash' and change.
Before leaving a group of Italian guests that were visiting the hotel spoke to us regarding our outburst at reception and told us their situation. They had been waiting at the hotel lobby since 1200 (and by this time it was 1800) to be allocated a room.
On this note the hotel rooms were not of 5 star standard as the cleaning crew (mainly the male members) didn't do their job properly and were usually found loitering around in the corridors staring at young women.
My parents had a complaint about the air conditioning as it wasn't working. They complained about 5 times before anything had been done about it, all they usually got was 'have you closed the balcony door?'
Also on our stay, we noticed that the swimming pool wasn't cleaned once but had staff members just looking in the pool to see if there was any rubbish floating on the top.
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