Selectum Family Resort

What started of with a positive experience before arriving which then turned into a Negative.

As we were arriving with a 5 month baby, I made sure to ask customer service for a baby crib and bath tub which they said they will provide in the room. We also stated we will be arriving late.

Once we arrived, there was no one outside the hotel to help us take our luggage.

Once checked in, no information was giving about buffet times.

We got to our room, neither was there a crib or bath tub, but it's fine they provided it straight away.

They said they have a 24/7 restaurant but they don't tell you it's not really 24/7 as they still have set times.

We felt the level of service was poor. The restaurant staff looked all grumpy. Not welcoming at all

Majority of guests were either russian or Germans which we feel it's more catered towards them.

Hardly anyone spoke English.

The menu display items in the buffet area were all over the place. As someone who doesn't eat beef, the items didn't state what meat they were.

When I asked, what meat it was, no one understood and just pointed to the display item card. At one point I had to ask 3 different people as again they didn't understand English! Which is strange as they have 4 clocks in the hotel to which one is London!

We booked a massage one day and that was good but what I didn't like was that the receptionist said the masseuse like tips. I don't think they should say that as we are already paying and if we want to tip them we would.

Another big reason we booked this hotel was they told us the indoor pool will be heated. We needed this so we could take our baby in it. When we went to check it out the told us it's not heated and cannot be heated! Another lie!!

During breakfast, lunch, dinner id expect staff to be waiting to have you seated but again nothing.

They stated every night is a different theme but we felt every day/night it was pretty much the same thing and wasn't that great either.

No fault of the hotel but due to rain the evening entertainment was moved to the floor below our room.

I explained in the email before arriving we want a quiet location due to our baby but again they got it wrong.

It feels like customer service just says yes to make you happy but nothing actually gets noted.

We didn't complain or asked to get moved as we had already unpacked and with a baby it wouldnt be sufficient.

One of the days we said no to room cleaning but they still came in and cleaned. They also made a heart shaped robe on our bed which was a nice gesture but they left leaves on their as part of the design which had ants crawling on our bed!

The hotel and grounds is beautiful, we still managed to have a good time but was let down by the food, service and language.

Although I will give a shout out to Gulcan, one of the waitresses on the evening shift who always made an effort to get us a table, and also drinks ready while we eat. She even spotted a stain on my glass with beer and got it changed and refilled straight away without me asking.

And another about out to the towel man at pool side. Didn't catch his name but he was so happy and always made time to make our baby smile

We had a lovely holiday, largely thanks to the beautiful beach and fantastic pool facilities. Unfortunately, several other aspects of our stay fell short of our expectations, and at times we were left feeling quite disappointed.

Family Entertainment and Children's Facilities

Firstly, although the hotel is advertised as family-friendly, we felt that the facilities and entertainment for children were rather limited. While there are several play areas, there was very little engaging entertainment for families throughout the day or evening. The nightly mini disco was particularly underwhelming. Many of the children appeared disengaged, and some even seemed uncomfortable. More concerningly, we witnessed occasions where staff physically pulled children by their arms to move them back, rather than simply communicating with them appropriately. As a teacher who works with young children, I found this particularly troubling and felt it raised genuine safeguarding concerns. Staff working with children should always demonstrate patience, kindness and an understanding of appropriate interactions. We also visited the kids' club as a family and, unfortunately, found the atmosphere rather unwelcoming. Staff appeared disengaged, and instructions were often delivered in a stern manner rather than with warmth and encouragement. Working with children requires enthusiasm, energy and a friendly approach, and sadly we didn't feel this was reflected in our experience. Overall, the entertainment programme would benefit greatly from more variety, enthusiasm and a stronger focus on making children feel welcome, included and excited to participate.

Pool Safety and Staff Attentiveness Another concern was the attentiveness of the lifeguards around the pool. On several occasions, we noticed lifeguards spending considerable time looking at their mobile phones rather than actively supervising the swimming areas. Given the number of families and young children using the pools, we found this worrying. Unfortunately, mobile phone use appeared to be a recurring issue among some staff members. For example, when collecting our pool towels, the member of staff was having a conversation on her phone using loudspeaker and appeared distracted. We were handed ten towels despite being a family of four. Naturally, we left the additional towels on the counter, but the experience highlighted a lack of attention to guests. While these may seem like small incidents individually, collectively they gave the impression that some staff were not as attentive or professional as we would have hoped.

Food and Dining On a more positive note, the food was lovely. Although there was quite a lot of repetition in the daily offerings, the quality was very good, and we thoroughly enjoyed our meals. We were, however, disappointed that we didn't get the opportunity to experience one of the à la carte restaurants. The only evening we were able to secure a reservation was unfortunately affected by rain, resulting in its cancellation.

Weather Management and Staff Response We completely appreciate that the weather is beyond anyone's control. However, given that rainfall is not unusual at this time of year, we were surprised by the apparent lack of contingency planning from the entertainment and restaurant teams. When it rained, arrangements seemed rather disorganised, and there didn't appear to be a clear alternative plan for guests. That said, we would particularly like to praise the maintenance team, who were absolutely incredible. They worked tirelessly during the heavy rain to manage the water, prevent flooding and keep guests safe. Their dedication, hard work and professionalism were genuinely impressive, and they deserve recognition for their efforts.

Room Cleanliness and General Housekeeping Unfortunately, the standard of room cleaning was another disappointing aspect of our stay. We were particularly surprised by the condition of our room on arrival, and the general standard of housekeeping throughout our holiday did not meet our expectations. We also noticed housekeeping trolleys and cleaning products being left unattended outside rooms and in communal areas. Aside from looking untidy, this could potentially present a safety risk to young children, particularly in a hotel marketed towards families.

Overall Experience We genuinely enjoyed our time at the beach and pool, and the quality of the food was another positive aspect of our stay. There are clearly some hardworking members of staff, particularly within the maintenance team, who deserve a great deal of credit.

However, we feel there is considerable room for improvement in the children's entertainment, staff engagement, housekeeping and, most importantly, safety and safeguarding practices. We appreciate that every hotel has its challenges and that not every aspect of a holiday will be perfect. However, when a hotel promotes itself as a family-friendly destination, we believe guests should be able to expect a welcoming environment, engaging activities for children and consistently high standards of safety and care. We hope this feedback is taken constructively, as with some improvements, the hotel has the potential to offer a much better overall family experience.