Can room type be located on a low or high floor, overlooking pool or quiet area. The hotel is 2 floors high and the standard rooms overlook the pool area, the superior rooms face out to a landscape view

Can different room types be located near to each other for family bookings. The hotel has 2 areas, family area and relax area.

What type of beds are provided; can they be changed? (Twin or double): Twin beds and double beds

Can the hotel provide mattress toppers?

Floor plan layout are 3^rd & 4^th bed in the same room or is there a divider or separate space.

Bathroom, if there is a shower cubicle, can it be accessed easily for people with walking difficulties.

Does the hotel provide bathroom amenities e.g. soap, shampoo, hairdryer? Yes

Electric sockets, how many are provided in the bedroom and do they have USB charging ports.

Mini Bar, can it be emptied or where can people store medical supplies instead N/A

WIFI in room or upgrade available, can they stream on this service? Wi-Fi in every room and also in public areas

Safe, how guests activate this, do they require a deposit to reception. The safe can be used by all guests and does not come with a deposit or extra cost.

Any USP about the room type (Superior rooms have bathrobes, slipper and fruit basket on arrival)

Information about cleaning services (if not daily, but on request for environmental reasons for ex) Towels and bed sheets are changed every 2 days

Can rooms be upgraded?

(e.g. on availability; price - depending on upgrade - from … to … £/$/€/night)

How do guests arrange an upgrade, do they need to wait till next day after arrival?

If the hotel does not or has limited availability most of the season, say room upgrades are highly unlikely.

When upgrade do the guests pay at the reception or via TUI

When downgrade, do the guests get refund and who pays this?

Wheelchair access

Do not just say yes or no

Are all facilities and areas of the hotel wheelchair or electric scooter accessible? If not state which areas to prevent issues.

Are there many hills or stairs around the complex?

Are there any parts or room types of the hotel not suitable, (i.e. two-bedroom apartments are located on 1^st floor and wheelchairs cannot reach the front door?)

Can disabled guests walk easily into the pool or is a chair lift provided.

Are there disabled toilets and shower facilities?

What is the proximity of the main facilities like the main restaurant to the reception for example?

Adapted rooms available?

How many rooms are available?

How can we book or request this room?

How wide is the door to this room and the bathroom?

Can a wheelchair move freely around the whole room or are their limitations?

Can a wheelchair easily access the shower cubicle, are no steps?

Or is there a lift and a seat available?

Does the bathroom have the required rails to support a disabled person?

Family Packs or Cots

Does the hotel provide free cots?

Do they have baby packs or hire?

Does the hotel provide, highchairs, buggies sterilisers?

Late Check Out / Early Arrivals

(how long time in advance; till what time and price; courtesy rooms; luggage storage, ...)

Are there courtesy rooms available?

How to book?

Alternative options can they use the spa showers instead?

Can early arrivals not able to check into their room use facilities to get into swim wear?

Other payables in the hotel

(safe in room, pool towers, SPA/sauna usage, mini bar, premium alcohol)

Cost and how to pay?

A/I upgrade per day or minimum 3 days or full duration of holiday.

Does it require a deposit?

Pool towels where to collect and how often can they exchange them? Pool towels will be on the beds in the room on arrival, guests can change them at the pool area whenever they want to.

Sunbeds and umbrella’s or private areas? There are plenty Sun beds and umbrellas around the pools. Only the suites have private sunbeds.

Spa and wellness, to be paid and is there a minimum age The gym is open 24/7 but has to be booked in advance due to health and safety reasons. The spa is still under construction. Age limit for gym and spa is 16 years.

TUI Service in the hotel

UK:
GAS:
Poland:
Sweden:
Norway:
Finland:
Denmark:
NL:
Belgium:

Welcome meeting

Service level 2 hotel and will be visited by TEE’s promotion of visits will be done via Teams. Rep coverage will be provided by TXC and local SSR’s

How to book it? N/A

Can you get welcome drinks? N/A

Does anyone else use the venue? N/A

Best time to host? Same day or next morning. N/A

Do you have visuals like a screen, TV to play videos? N/A

Do any hotel staff attend e.g. hotel manager or animation team? N/A

Can animation team do pool announcements or evening promotion? N/A

If in another hotel, then where is this hotel? How can the guests reach it (how long walking distance, is there a map – google maps available) can the guests easily entre the hotel (not stopped by security) N/A

Wi-Fi Information / computer access

Locations, whole hotel or hotspots? Whole hotel, rooms as well

Payable upgrades for room or better speed, inc cost

Speed is it able to stream TV services? The rooms have chrome cast which allows guests to stream from their phone on the tvs.

How to log on?

Can guests have multiple devices logged on?

Are there PC’s available, free or chargeable? N/A

Can guests print boarding passes. Yes

Restaurants

Opening times

Breakfast: 7:30-11:30

All day dining: 12:00-22:30

Restaurant Lallama: 18:30-22:30 (closed Saturdays and Sundays)

Buffet or Menu options Breakfast buffet, lunch and dinner- menu options

Early/Late Breakfast options

Late arrivals food options

Can you swap evening meal for lunch?

Can you get a picnic and how to book it?

Vending machine or snack options from bars

Themed evenings or gala events

Top recommendation two or three dishes not to miss out on

Family sized tables, adult only or alfresco areas

A la Carte options how to book A la Carte booked at reception

Dietary information

Does the hotel cater for dietary requests?

Vegetarian, Vegan, Nut Free, Gluten Free, Dairy Free.

If food labeled clearly

Does the hotel offer a menu service for non-buffet items for food allergies?

Board type

What does each board basis include as some hotels A/I might not include cocktails? Do reception or TUI take payment? All inclusive not available. Bed and breakfast or half board. If guests book half board they have 25€ per person per day to eat for. This credit can be used for lunch or dinner, in the bars or shop. If the guests doesn’t use the whole amount for one day they can save it to use for another day.

Can guests upgrade or downgrade their board basis? N/A

When does A/I start and end? N/A

Special events

Gala events and Fiesta the hotel celebrates

Pets

Does the hotel accept pets? Types and sizes? Hotel allows pets up to 15kgs, it comes with an extra cost.

Are their areas where guests can be pet free?

Do all rooms accommodate pet?

Kids facilities

Is there a baby / kid’s club and what ages does it cater for? There is no regular kids club but a “kids camp” where the children and parents together can participate in activities. Kids cannot be left at the Kids Camp

Are there facilities for teenagers? No teens club

Does the kids club have a registration, sign in and out process?

Is there a kid’s pool? Yes

Is there a play park?

Does the hotel hire baby packs or buggies?

Chairs for kids in the restaurants, cutlery and plates for the kids?

Water Slides / Pools

Opening times

Summer: 11-19

Winter: 10-18

Lifeguard on duty

Slide weight or height restrictions be specific to what slide if only some

Are inflatables allowed in the pool?

Quiet pool without entertainment? The outdoor pool in relax area and also the glass fenced pool in spa area.

Children pool or splash park? Children’s pool with splash park.

Access to the pool, is it a ladder, steps or ramp?

Is there an indoor pool, opening times etc. Not an indoor pool, but an outside pool in the spa area with glass fences

Entertainment

Where are the daytime and evening activities advertised? There are touch screens in reception where guests can see all activities for each day.

Daytime program starts at XXAM and runs hourly/every 30 minutes

Examples of what daytime entertainment to expect.

Is there a daily water polo or quiz etc.?

Does the hotel offer a local taste event, like Paella and Sangria demonstration?

Evening Entertainment, starts at what time and venue? Some nights there is live music or dj. DJ: 18:30-21:30, Live music: 20:30-22:15

Is there a mini disco and what time?

What time is the main show? Is there a best night not to miss?

3 Top Tips

(e.g. largest pool area on the island, French a la Carte Restaurant serve great scallops and good wine cellar, reception very friendly and helpful)

3 x Things that you cannot find from the brochure or website

Main complaint drivers

(e.g. bungalows affected by noisy pool bar; spring break groups; bathrooms worn)

At the moment the most common complaints is that some facilities that were advertised on TUI website are not ready, for example saunas and spa. To solve this we need to update the website with only the facilities that are actually open. Another common complain is that the rooms are smaller and look different than advertised on website. Again for this we have to update with the correct photos. People have complained about the balconies and views in the premium rooms.

Hotel compensation

(what kinds of goodwill the hotel offers)

Spa vouchers, Cava, fruit baskets, room upgrades, late check out, A La Cart meals?

Who signs the complaint forms?

(Name role/position, email or telephone number to support TXC)

A/C

Is this a centralized unit or single unit in room

How does the A/C work? The AC turns off automatically if the balcony door is open.

Is A/C available all year around Yes.

Specifics to A/C i.e. recommend temperature no lower than 21 degrees

Other FAQs & Useful Information

Is the tap water drinkable? No but the hotel have water dispensers where the guests can fill up their bottles.

Is there low pressure on the water? Is it normal it comes out brown when I open the window?

Can you throw toilet paper in the toilet or does it need to go in the bin next to the toilet?

Power cuts? Do they happen frequently?

Pick up place for excursions and departures

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