Imperial Island by Louis Hotels

Fabulous hotel. Staff was amazing that went above and beyond to make our holiday perfect, the food was delicious and the sun sets made us feel we were in paradise. I would highly recceomend this hotel 100%

What a fantastic hotel staff are fantastic the food is excellent very varied and hot plenty of choice sunbeds plenty of them no need to rush yousess is fantastic around the pool only downside is the animation team or entertainment team showed no enthusiasm to the job and entertainment not nearly as good as last year And more entertainment in the lounge for adults would be good the rooms are excellent and kept spotless nice touch chocolate on your pillow every night bottle of wine and fruit on arrival

Holiday from Hell – Extremely Disappointing Experience and Complete Lack of Customer Care

We recently stayed at the Imperial Island Resort in Paphos for 5 nights, on an All Inclusive Plus package. Unfortunately, what should have been a relaxing holiday turned into one of the most disappointing hotel experiences we've ever had.

Let's start with the All Inclusive Plus package. I'm still not entirely sure what the "Plus" was supposed to include, as nobody explained it to us or asked us about any additional benefits.

On arrival, check-in was quick and straightforward. However, we were immediately informed that we only had around 20 minutes before the bars would start charging us for drinks, because the all-inclusive service stopped at midnight! Considering we had arrived late due to our flight times and had already missed the day's meals and facilities through no fault of our own, this was a very disappointing welcome.

The restaurant booking system was another frustration. On our very first day, we tried booking the burger restaurant, only to be told it was completely booked for the entire week! Yet, when I looked inside the restaurant on one of the evenings, it wasn't even full. How can guests paying for an all-inclusive holiday be unable to access one of the restaurants, particularly when tables appear to be available?

To give credit where it's due, the rooms were lovely, spacious and comfortable. In fact, the beds were probably the most comfortable we've ever slept in at a hotel. Unfortunately, that's where most of the positives end.

The main restaurant food was average, in my opinion, and often wasn't hot enough. Certainly not what I would have expected from a hotel of this standard.

Then came the worst part of our holiday.

My partner became extremely ill, vomiting throughout the night and spending much of the following day recovering. Two nights later, I suffered exactly the same symptoms, also spending the entire night being severely sick and the following day feeling dreadful.

To be absolutely clear, we cannot prove where the illness originated, and I'm not suggesting the hotel was necessarily responsible. However, we had not left the hotel during our stay, so naturally we were concerned.

I reported the illness to hotel staff, who informed me that they had passed the information on to the manager.

And what response did we receive? Absolutely nothing.

No follow-up, no apology, no concern, not even a simple "How are you both feeling?" or "We hope you're feeling better."

Regardless of what caused our illness, surely a hotel that prides itself on hospitality should show some basic concern when two guests have been so unwell?

The late checkout experience only added insult to injury.

Because I was still recovering from being ill, we enquired about extending our room until 6pm. We were given three different explanations by different members of staff, which became so frustrating that I eventually cancelled the request.

Despite this, we later received a telephone call saying our alternative room was ready, as we would have to change rooms for the late checkout.

Feeling so unwell, I eventually decided to accept it. The charge was €100 just to keep a room from midday until 6pm.

Given everything we'd experienced, I genuinely thought the hotel might offer this as a goodwill gesture, or at least reduce the charge. But no, we were charged the full €100.

I'm not suggesting the hotel was obliged to provide a free room. However, a little understanding or compassion would have gone a long way, especially considering what we'd already been through.

When you look at our five-night holiday, the reality is quite shocking.

Our first evening was effectively lost because of our late arrival. Then, between the two of us, we suffered two separate nights of severe vomiting, followed by days spent recovering in our room.

During this time, we missed meals, drinks, entertainment and facilities that we'd already paid for under our All Inclusive Plus package.

From a financial point of view, the hotel benefited considerably from services we were simply too ill to use, while we received absolutely no recognition or goodwill for what had happened.

I understand that people can become ill anywhere and that hotels cannot control every situation. What they can control, however, is how they treat their guests when something goes wrong.

For us, it wasn't simply the illness that ruined the holiday. It was the complete lack of care, communication and compassion afterwards.

We paid for five nights of relaxation and enjoyment. Instead, we spent a significant part of our holiday feeling dreadful, confined to our room, and feeling as though nobody at the hotel cared in the slightest.

A comfortable bed and a nice room cannot make up for such poor customer service.

Sadly, this really was a holiday from hell for us, and based on our experience, I could not recommend this hotel.

Extremely disappointing.