Bay Gardens Hotel

I am writing to formally express my disappointment with my recent stay at your resort, which fell significantly short of expectations based on the details provided online at the time of booking. Prior to confirming our reservation, I carefully reviewed the property’s website, including the listed amenities and services available at an additional cost. Upon arrival, I encountered a number of dissatisfied guests voicing concerns regarding the food service—an initial red flag. I was checked in by the hotel manager at the front desk, where I inquired about dinner reservations, referencing the amenities section that specifically mentioned dining services. I was informed that only breakfast was included with our room rate. Given the busy atmosphere at the front desk, I accepted the explanation without further clarification. As we proceeded to our room, the bellman instructed us to follow behind him and two other groups of guests, then left us at an unfamiliar location without any guidance—despite our unfamiliarity with the property. This lack of professionalism was disconcerting. Upon entering the room, it was immediately apparent that it did not match the images and quality advertised online. I contacted the hotel manager to express my concern about the absence of a dinner inclusion. She explained that meals were offered à la carte and not complimentary, despite the website listing a restaurant under "amenities." This discrepancy felt misleading, particularly as she later offered to upgrade our package for an additional fee, which she said could be discounted. This situation was especially frustrating as we were celebrating my husband's birthday. We were forced to leave the resort to find dinner at a nearby restaurant, which impacted our experience significantly. The issues continued upon returning to the room: - Only six packets of milk were available in the refrigerator. - The television was inoperable. - The shower caused extensive water leakage across the floor. - The bathtub was rusted. - We observed insect activity in the washroom. The next morning, we attended breakfast at 8:00 AM only to find the food quality unacceptable. The experience was so disappointing that we checked out by 9:20 AM—well before our scheduled departure time. At no point during check-out were we asked about our stay or offered any resolution for the numerous concerns raised. The overall experience was unacceptable for a resort of your claimed standards. I trust this feedback will be taken seriously and prompt necessary improvements in your operations, customer service, and transparency in online advertising.

I made a booking for this holiday in January 2025 and when I booked, I booked their All-Inclusive option. As far as I am aware and as far as I have experienced to-date, All Inclusive means that there will be food, snacks and beverages available throughout the day, not a set menu for lunch and dinner. This is what I got; lunch and dinner from set menus and if I wanted to have a steak at dinner, I would have been charged extra, which is diabolical. However, it was not as diabolical as bottled water not being free. I would like to ask, how can I drink rum and other alcohol drinks for free all day, along with other drinks, yet, the only water available was either from a filter machine or I was charged for bottled water? The day we arrived, at our first stop, the driver’s brakes failed and he crashed twice. First, he crashed into a wall, then he crashed into another vehicle in front of him. It was clear that his bus was not fit for purpose, yet our lives were put at risk, unknowingly. I reported the incident to the front desk upon arrival, as did the other passengers. Nothing was said or done after this. At the point of check in, the receptionist was only concerned with charging me an additional £174.00 for local taxes In her haste, she failed to give me the vouchers to which I was entitled to dine at the beach restaurant. I was only given my vouchers towards the end of my holiday, which were no good as I was not going to be at the other hotel and I had already spent money buying food whilst I was there, which was unnecessary. After two days, I enquired how much it would cost to upgrade to the other hotel. They weren't very helpful and told me to ring the concierge, which I did do. The call went straight to the front reception desk, where I had just spoken to staff for them to tell me that the concierge is closed at the weekends and that I should call back on Monday. Please note that this hotel is not by the beach. There is a shuttle bus service which runs every hour too and fro. Alternatively, it is a 15-20 minute walk to their other beach hotel, which is a lot nicer. Bedroom: Was relatively clean. It was cleaned daily, but had a cockroach problem, which I reported several times. I informed the front desk that several cockroaches were coming in as there was a big gap on the door and there was no grill / brush at the bottom (pictures attached). I was told that it would be fitted, it was not. I had to go back the next day to insist on it being done. No drinks in the fridge in the bedroom. Restaurant / Staff: The food was not unlimited and even when there was a buffet, it was still limited. 8/10 times, food served to me was cold or lukewarm. I make it a habit to never send food back to the kitchen. No snacks throughout the day, only crisps or some stuff in a locked fridge which you had to pay for. There was a female chef making eggs in the morning and she was able to serve at least 3 or 4 people and there was never a queue with her. However,

Room and facilities were as advertised. Good sized clean room. Had a desk so it was easy to work in the room. Liked the breakfast for the first few days ...not so much towards the end of my stay as the choices were a bit local for my taste.