Estival Park Silmar

When we arrived, the ‘lovely’ woman on reception was miserable as sin! No manners, no welcoming face, nothing! This instantly put me off. Couple hours later we went to see if our keys were ready, the ‘lovely’ lady told us no without checking, the manager came over to check and they were ready. We stayed in the apartments, phase 9 and it was absolutely disgusting, spacious but awful. There was big chips out the flooring all over, the paint all over the skirtings (like it was a quick splash of paint on the walls) no plugs in kitchen so couldn’t plug microwave in, the air con blew orange dust all over so didn’t use it. The wardrobes were dirty inside and out, the wood was falling apart, the draws looked like they had wood worm eating away at them and the phone on the wall didn’t work. We were given fresh towels everyday and beds were made, they were never changed in the week we were there and the cleaners never swept the apartment or anything. We were on the first floor and the balcony drains were pointing over the stairs so when it rained you were walking under a drain pipe on the stairs that were so slippery when wet, the amount of time we all nearly slipped going down is bad. The showers only allowed 2 showers before having to wait hours for it to heat up again, not ideal with a family of 5. We called reception the first time it went off to be told someone was on their way (whilst my 4 year old is standing in the shower, soapy and cold) they never turned up!! The second time it went off my husband went to reception himself and this time someone was sent, he didn’t speak a word of English, he was translating on his phone and didnt have a clue what he was doing so we just got on with the hot water situation. We were tempted to use the showers in hotel 2s toilets because they were clean and worked!! The pools were filthy, yes granted we had a lot of rain that washed bits of the trees etc in but the staff didn’t bother to clean them out. One of the pool staff at the apartment pool spoke to my son shockingly because he was hanging onto the side of the pool, he got out and wouldn’t go back in because of the way she spoke to him, again couldn’t speak a word of English and got mouthy with us when we couldn’t understand her. The restaurant food was vile! If you like fish, pasta, pigs snouts or pigs trotters then this place is for you! It was the same food day in day out, nothing at all for young children, mine lived on chips and spaghetti for a week. We were served chicken nuggets for one night and fish (hake) fingers another but that was it for kids. A majority of the restaurant staff were friendly when they could speak English, otherwise they were having to find someone who did if you wanted to order drinks. We found a lot of staff were awful, I’ve been going to Spain all my life and this hotel has to be the worst I’ve ever experienced. I’ve stayed in better lower star hotels! I was counting down the days till we left! The facilities advertis

Don't be fooled by this place. It's alot bigger than advertised. The place is massive. There's multiple hotels not just 2 and many areas of apartments. 15 different areas in total. We are still here only on our second night and already want to go home. The place is jam packed constant ques for food, so by the time you get there its stone cold. very rude guests. We had a run in with a little french woman all over a table. No disabled sign wen we put our stuff down, came back from getting food to one there and that old woman shouting at my children, 1 of which has autism and absolutly terrified now. still shouting 10 mins later even after we had apologised so I go speak to the manager but because she's a guest they can't say anything bet it would be different if I had had actually lost my temper with her tho. Discrimination at its finest. Useless staff overcrowded restaurants packed entertainment. Pool available in our area that's quiet but no bar or food service. So all inclusive is pointless. Not a single staff member that we've spoken to can actually speak fluent English and understand what your saying. I know its a spanish resort bit come on. Very dated apartments clean enough but defiantly need an upgrade. Not what was advertised so definitely a miss sold holiday on the 5 day Countdown to come home.

Usually, I accept some instances when a hotel isn't quite up to scratch but that is when there are more positives than negatives. This wasn't the case on this holiday, Estival park fell very short of my expectations and their customer service was poor. These are the reasons for my negative review: Day 1, we arrive in the evening. There is no food service or ability to get food after 11pm which is the time we arrive. The receptionist marked on a map where our apartment was and what gate to go through. In the rain me and my family looked for the room while getting soaked, no help was offered, no umbrella or anything. Rooms are not clearly marked and we circled the area looking for some time before finding it up a tall flight of stairs (not clearly marked what rooms are up there) we were even directed to the wrong gate, (gate 7 we were told, but gate 6 was the closest) when we finally got to the room, we took the advice of the receptionist who had told us ordering from the Just Eat app worked and delivered outside the front. We sat for over 1 hour waiting for it to turn up asking the receptionist to help us by calling them (now an elderly man), when he finally called them it was 1am and they were shut. This cost me 26 euros. We go back to the room hungry and go to sleep. In the morning we get up and have breakfast, the buffet is extremely busy and you do not get seated at a table. The lady at the door asks you to scan your card as you walk in but ours fails every morning and evening, we have to identify ourselves. One morning there were no tables and asking one of the waitresses if we could occupy an empty table that needed cleaning resulted in him replying "I don't know" and walking away. When the coffee machine requires attention it generally remained out of action, adding to the ques on the remain ones. The hall had a large section barriered off due to the rain and the hall remained smelling damp in that area. Generally, with an evening meal you would get a complimentary beer or house wine at other resorts, but not this one they have the machines, but only all inclusive are allowed a wine with dinner. We took our daughter to the kids club, it was OK as there were plenty of other kids here but the team clearly didn't seem overly happy to be there. We then went and got dressed to go to the gym, on arriving the lady quite rudely said it's not included and it's 10 euro each. I do not remember seeing this anywhere, they say extras are written on the voucher and astrix's on the website but when you book it is not clear that half board does not give you access to these facilities. It's shocking you do not get access as a guest staying in the hotel regardless of what board you are. Board has always related to food and drinks. When ordering a taxi there is no system in place to make a queue, people order taxis at reception and it is just a free for all when the turn up, whoever is quickest! Pool tables were out of order and the ones that worked we

Tui should be ashamed of themselves for recommending this hotel. We stayed in Silmar but had access to Almaris too. Never been so happy to return home and actively looked for a flight home after 48 of arriving. 1st of all the reception staff were extremely blunt and not welcoming at at when we arrived to check in. Asked if there's a possibility to pay to upgrade as we'd heard the apartments were nicer than the hotel only to be told quite sternly "were fully booked". Our room (top floor) was very dark, only illuminated by lamps to which 1 shade was completed broken. A downlight in the bathroom wasn't working and there was black mould in and around the shower. The lever on the mixer tap didn't work so showers had the tap running too. When we told reception, the lampshade and bulb was fixed but the mould was never cleaned. Later we found a sewage smell and needed to run water to seal the traps almost every day. We didn't ask to be moved as we were told at check in that they were full. The hotel leaked badly and there were towels thrown on the corridor floors. Water leaked everywhere into the arcades and into the restaurant. My son has a nut allergy and we went all inclusive and found to food edible at best but and often cold. The worst was gross neglect in food signage and allergen labeling. Often completely in the wrong place and cross contamination with simple things like bowls for ice cream scoops not given a thought. Broken chairs and the staff were rude, dismissive and couldn't speak even basic English. The sheer amount of self service drinks machines that either dispensed just water instead of juice, displayed service warnings or were completely out of order was crazy. This goes for the arcades for children too which was really disappointing to see. The snack bar smelled like spoiled milk and had fruit flies over the cakes. Toilets smelt bad and had often had no paper towels and the hand drier was broken. There was a halloween flash mob that came to the restaurant screaming and doing a performance where people got their food from which I thought was just weird (while people were dining). My son hated it so asked what time they came so had to work out meals around it but they even got that wrong. I get it was Halloween but let people eat in peace rather than being subjected to that when dining. The pool (Silmar) is way smaller than the picture, always attended but no one was in as the weather wasn't great. There were cups and tissues floating around which the guards couldn't be bothered to clean up. Don't be fooled by the photos of the indoor pool as this is the spa and costs extra. Even our rep wasn't there on the 1st night to talk to even though it stated what time they'd be there. Using the Tui app was pointless as we just got a robotic response so gave up. Theres probably more to add but you get the idea. We spent an absolute fortune staying away from this hotel on trips out. I wouldn't go back here if I was paid to. A 4* hotel is a j