Rixos Premium Seagate

We loved the resort; it is beautiful and has so many fun activities. Overall we had a good time, however, the service can be improved. First, when we booked the room, we had no idea we would be on the Aqua park side which is far away from the beach and most restaurants/attractions. When we arrived at the room, we were very surprised to find it is on the 2nd floor, although we have a small baby and there is no elevator. So we had to carry the baby and all are stuff each time. In addition to that, there was no baby crib in the room, although we specifically asked for it over email, and also when we checked in. On top of that, the building was under renovation, so the room was so dirty that our baby couldn't crawl on the floor. We had to call the front desk a few times to ask for a crib and for someone to clean the room. It didn't help so finally I had to go to the front desk myself and ask for someone to help us. Only then, they sent someone from housekeeping to clean the room and bring us a crib. Another thing is that it was very difficult to find a reservation in one of the restaurants. On the second night, there was nothing available on the app, so we ate in the dining room. On the third night, we asked for help from the front desk, and they referred us to the guest relations team. I called a few times until Margarita got back to me, and then she was very nice and helpful and booked a table for us. She also tried to help us switch rooms, but it was already too late. So I think that guest relations are great, but the front desk is really not helpful and they should improve their customer service. Another thing that bothered us is that we left our baby's water bottle in one of the restaurants, and they told us they sent it to the lost&found at front desk, but it was not there and we couldn't find it. One last thing I think you can improve - offer complimentary snorkel masks for guests who want to go snorkeling and didn't bring one from home (other resorts do that).

We were happy with the upgrade to swim-up as my mum felt convenient about not going upstairs. I love the service, the daily activities that we can enjoy throughout the day, the clean rooms and facilities and tried the Mangal restaurant this time it was a new and nice experience.

excellent customer service and great location

Best hotel experience ever - and I usually travel and use lots of hotel. I do not give the maximum score only becuase while waiting our transport to the airport in the reception hall, someone from hotel security next to the entrance door with the white shirt, was very rude and unpolite with me and my family. He invited us to leave the hotel if the check- out was completed. The tone and the way was approaching us is not acceptable. I invite you to check the record footage ( If available) around 18.30 of the 6th October, in the sofa area in front of concierge.

The service was EXCELLENT! The facilities were top notch. Being older, 60+, the nightly show was not for us. We also dined at People's restaurant. The food was not served at the correct temperature. It almost seemed as though they got it from the main buffet restaurant. But again the staff was great.