Rixos Sungate

Hi,

Positives

• Hotel was fantastic, big and enough space for amount of guests
• lifeguards, plenty of them and really thorough. First aid wise helped my daughter when she banged her knee on the kids club aqua park
• a la carte restaurants we tried, verygood (mandarin and cactus)
• room was a decent size and accessible quite easily
• kids club, very good areas and infrastructure
• pool cleaners - work very hard and unbelievably so polite with all guests / except some, I witnessed one of the staff who wipes the sunbeds down get attacked by one of the pool cleaners with a brush/squeedie thing for no reason. Very unprofessional and a bully

Negatives

• kids club staff - awful staff. Really really bad, my daughter asked to get collected, they didn't ring, only for her mum coming to check on her she was collected
• kids club staff - awful again, no control over the kids.
• kids club staff - outside tree climbing frame, a female member of staff left a 2/3 year old stuck in the apparatus upset and crying and taking photos and videos of a child she knew rather than helping. Absolutely disgraceful!!
• food - buffet restaurants is just grilled meats rice and chips really, nothing really worth eating and you get fed up of same recycled crap every night
• lotus bar - not enough staff, awful service
• cleaners - don't clean just make the beds and replace towels. My daughter used the bath first night, still wasn't clean by time we left.
• various bars round the place, no menus some not serving certain things but you don't know unless you go and ask
• staff - most staff are pleasant, just some ignore you for no reason! Disgraceful
• manners / hard for a lot of staff to say please and thank you even in their native tounge (which I learned to he respectful) but overall rude

Overall

Rude staff / kids club is crap / no manners / cleaners don't clean / paid £4500 not worth it, will not be coming again

We’ve had such a lovely time at this hotel. Family of 4 two adults and two teens aged 19 and 16. Stayed in the upper marine pool house which absolutely made our holiday even more special. The swim up pool was amazing! The marine bar and marine pool are fab the staff behind the bar are brilliant, so friendly and always making sure we had drinks and snacks. It’s safe to say we tried all the food and snacks available and enjoyed everything!! Food is available all time time at different venues around the resort. The resort is spotlessly clean. Visited The Land of the Legends using the hotel shuttle and used the hotel water park which was great fun. Staff all very helpful and friendly couldn’t have asked for a better 10 days! Would definitely recommend this hotel. Sad to be returning home!

We are currently staying at Rixos Sungate in a Family Terrace Suite for a 15-night holiday, and while there are many positives, I have to say we’re disappointed given the amount we’ve paid.

The hotel itself is beautiful. The grounds are well maintained, the facilities are excellent, and the staff have generally been welcoming and polite. However, compared with other Rixos properties we’ve visited, we’ve found the service to be less personal. Whilst everyone has been courteous and professional, there hasn’t been the same warmth, attentiveness or genuine engagement that we’ve come to associate with the Rixos brand.

Another challenge has been communication. We’ve found that many staff members don’t speak English confidently, which has made even simple conversations surprisingly difficult. At a luxury international resort that welcomes guests from all over the world, we would have expected a stronger level of English across the team to make communication smoother and the overall guest experience more enjoyable.

However, our room has been a real let-down.

We booked a Family Terrace Suite expecting the level of comfort and attention to detail that Rixos is known for, especially having stayed at other Rixos properties before. Unfortunately, this suite falls well below those expectations.

The biggest issue is the children’s bedroom, which has skylights with no blinds whatsoever. As a result, the room floods with daylight from around 5am, meaning our children are waking up extremely early. For a family resort, this seems like a significant design flaw and something that should be made very clear before booking.

Beyond that, the suite itself feels surprisingly lacklustre. There is very little storage, with bedside tables that don’t even have drawers, making it difficult to unpack and organise belongings for a two-week stay. The room feels much smaller and less practical than we expected and overall lacks the premium feel you would anticipate at this price point.

We have already spoken to Guest Relations, who have been polite and advised they are looking to see whether an alternative room may become available. However, we’ve also been told there is very little they can do because this is the suite we booked. Our issue isn’t simply that this is the room we booked—it’s that we don’t feel it was represented accurately. Had the room been advertised more transparently, particularly regarding the skylights and overall layout, we would have chosen a different room category.

Having spent around £11,000 on this holiday, we genuinely expected to be wowed. After just our first night, we’re disappointed that the accommodation hasn’t lived up to the standard we’ve come to expect from Rixos. The hotel itself has made a lovely first impression, but the room has overshadowed what should have been an exciting start to our holiday.

As we still have almost our entire 15-night stay ahead of us, we are very much hoping the hotel will be able to upgrade us to a more suitable room should one become available. We would genuinely love for our accommodation to reflect the exceptional standard of the rest of the resort so that we can fully enjoy the holiday we were so looking forward to.