Royal Alhambra Palace

Tolles Hotel,aber leider viel zu wenig Personal.Darum war der Service nicht immer gut.Schade

Honest review from UK family. We were booked to a different hotel but TUI cancelled with a weeks notice and we were offered Alhambra as an alternative. Having stayed at the sister hotel Royal Palace previously we accepted the alternative. Family of 5 with 3 x teenagers we had 2 double rooms booked. On arrival reception were so helpful and showed us 2 x alternative rooms, a family room and a family duplex room. We opted for the family duplex with sea view at no additional charge and the room was perfect for our needs. Hotel is very clean and facilities are excellent, no complaint against the hotel or other guests at all but the guests appear to me more eastern European than UK which meant our teenagers didn't 'meet friends' also seemed to be youngest children and not many teenagers, not a criticism just an observation. Food we found very poor, even the fries were dried out and not good. We never went hungry but also couldn't say we truly enjoyed any meal. The sister hotel Royal Palace has a similar layout and their snack choice is fantastic. Alhambra is a poor relation with tasteless toasties and undercooked jacket potatoes along with dried out fries and soggy pizza. Meal times we always got a seat with no issue, just never truly enjoyed a meal and their was a lack themed nights which we usually experience in Turkey. Entertainment was mixed, some shows excellent some not so good. Unless you went to the amphitheatre for the shows there was a real lack of atmosphere. Pool bar nothing, Beach bar entertainment every other night but normally very chilled which is fine, but needs to be more mixed throughout. The lobby bar is called the piano bar but has no pianist or music which makes a lovely space dull. There were pool games etc throughout the day but being British we were never once asked if we wanted to join in. Hotel Spa was impressive and arguably the best massage I have ever had. Overall, hotel is impressive and clean but as UK based would not recommend for UK residents if you want to mingle and make friends. As a footnote I was ill whilst away with sickness and diarrhea and my eldest 16 required a hospital visit with an ear infection. Can I confirm either were any fault of the hotel? Not at all so no blame to hotel just relaying our experience.

This hotel has left my family completely distressed, upset, and appalled. This was meant to be a relaxing family holiday, but instead, it turned into a constant struggle to keep my 9-year-old daughter safe due to her medical condition: coeliac disease that requires a strict gluten-free diet with zero tolerance for cross-contamination. From the moment we arrived, the experience was chaotic. After landing at 4:30am, we were not even provided with enough beds for our party to sleep in. But more critically, there was absolutely no effective or safe protocol in place for managing a guest with a diagnosed food allergy. On the first morning, I spoke to the TUI rep, explaining our situation and expressing serious concerns about cross-contamination. I was told to speak to Guest Relations, who handed me an allergy card to give to restaurant staff. Unfortunately, this process failed from the outset. Every single mealtime, we were passed from person to person – usually 5 or 6 different staff – none of whom spoke sufficient English to understand the severity of the allergy. My daughter was frequently offered inedible or inappropriate food options: hard gluten-free bread, inedible pizza, and gluten-free pasta with chopped tomatoes, even though I could see tomato sauces available at the buffet. She was unable to safely eat from the buffet due to cross-contamination risks and lack of ingredient labelling. This left her hungry, anxious, and excluded, while I had to supplement her meals with cereal and bread buns I had brought from home, and food I purchased from an external supermarket. To try and give my daughter one safe, stress-free meal, I booked the à la carte restaurant for a 60-euro supplement. We pre-ordered meals to avoid issues. Upon arrival, we were assured she had a specially prepared five-course gluten-free menu. She received egg-fried rice and prawns only. We were told all other courses contained gluten as well as another main course from the party not arriving at all. I spent over an hour that evening complaining – another ruined night – only to be told I should pre-order meals in the morning for the evening. We followed this advice: the process worked once, with a painfully long wait time. The following day, however, her meal wasn't ready, and I had to make her a sandwich myself. Later, I was called and told the meal was ready, requiring me to leave the family and return. In the end, we had to leave the resort entirely on two nights, paying €40 return taxi fare each time, plus external restaurant costs, just to ensure our daughter could safely eat. The fact that a supposed five-star resort could not safely provide a gluten-free meal is shocking, and it completely undermined the entire purpose of booking an all-inclusive package. Upon check-out, I was presented with the €60 à la carte bill. I explained I should not be charged given the complete failure in delivery, but was pressured for 40 minutes to pay. I finally agreed just to end the ord