When first checking in, we were told that you requ...

When first checking in, we were told that you required 50 euro per night of our stay, when before we come this was never explained to me. All of my reservation was completed via email with Mana and another member of the reception/sales team.

The middle aged man that checked us in (I do not remember his name), did not explain one thing about the hotel. He did not tell us the times for breakfast, pool opening and closing, didn't give us any cards for towels for the pool area, simply gave us our room key and walked away. Absolutely terrible customer service - as a travel agent I was simply appalled that anyone can greet a customer and treat them this way!

I was then harassed for over an hour saying that if I did not give them a copy of the card and ID of my travel agency, that I would have to pay again for the first nights stay, when I had already paid in full for the duration of my 7 night stay, which I find absolutely disgusting that no manager at the hotel can come to a resolution without threatening a customer.

On the 17/06/17 the roof top pool was in fact closed for a private party! This should not be allowed, on a Saturday afternoon all of the hotel guests descended upon the downstairs pool with in total about 12 - 15 beds! When guests are paying for a hotel they expect all facilities to be on offer, at all times. I could not believe this when we arrived upstairs and they told us to go to the downstairs pool, with people sitting on towels around the decking area as there was a lack of beds.

The staff at the front desk are rude, abrupt and quite frankly have no customer service skills. I arrived at the front desk one afternoon around 12 noon, as there were no beds around the downstairs pool.
The young man at the front desk (who I later found out was in training) looked at me and asked me "what do you want me to do?", I said to him "I am not sure, I want a bed to sit on as there is clearly not enough beds around the pool, so I would like you to find out if there are any spare?". I couldn't believe his attitude and manner towards me, as a guest, asking me what I want him to do, with a sarcastic smirk on his face!

A manager on duty then came out from the back office, informed me that there is enough beds around the pool, I asked him how he got to that conclusion as there was around 10 people now without beds sitting on arm chairs! The original man who was speaking to me was standing next to him and began to laugh at me! I asked him what was funny and he rolled his eyes and had no response. I cannot believe that staff can deal with guests this way, I have stayed in many 4, 5, 6 and 7 star accommodations and I have never been treated this way!

The cleanliness of the rooms were not exactly up to scratch - we left food on the table in the corner for the maid to clear, which was left there for over 3 days. We had to leave them outside the door in order for them to be taken after the 3rd day, as the food had started to rot!
The room had also not been hoovered daily, as around the edges of the room was dust, hair and other bits of dirt, which is not what you expect from a 5 star accommodation.