Aqua Fantasy Aquapark Hotel And Spa

We are visiting the hotel for the third time. I am impressed by the organization and the courteous staff. Everything is kept clean, and the food is varied every day. The staff handling à la carte restaurant reservations are very helpful and friendly. I would like to highlight that our room was kept clean throughout our ten-day stay, and the housekeeper ensured our comfort! Thank you to Aqua Fantasy for a pleasant stay.

⭐️⭐️ A very difficult review to write after so many fantastic visits

I honestly never thought I would be writing a review like this.

We have been coming to this hotel since 2018 and, across our visits, we have spent well over £20,000 here. This latest holiday alone has cost us in excess of £6,000. We have returned time and time again because we genuinely loved this place — the hotel, the grounds, the atmosphere, the staff, the entertainment and, most importantly, the memories we have made here as a family.

That is why this visit has been so incredibly disappointing.

I was originally going to wait until we got home before writing this review, but the experience has affected the whole family so much that we are now just wishing the holiday away. We still have four days left, yet we are genuinely counting down the hours until we can get home. The morale and enjoyment within our family has been completely drained, which is incredibly sad considering how much we have enjoyed previous stays here.

There are several reasons for this.

🚨 Allergy incident

When we arrived, we made it very clear that my wife has a serious fish allergy which can affect her airways. She has had this allergy for years, knows how to manage it, and we are extremely careful when eating out.

We informed the hotel clearly and were given an allergy card.

We then booked the Chinese à la carte — something we had never tried before despite our previous visits.

Four members of staff involved were all made aware of my wife’s allergy, yet a sushi starter containing fish was still brought to our table as part of the complimentary set menu.

For someone with a serious fish allergy, this isn’t a minor mistake. It is something that could potentially have had very serious consequences.

When I initially raised my concerns, I felt that the seriousness of the situation wasn’t properly understood or acknowledged. Eventually, the matter reached the Guest Relations Manager, who was much more sympathetic and did try to rectify the situation.

He personally assured us that it would not happen again and that there would be consequences for staff if it did.

We accepted that, took the compensation offered in the form of a late check-out and another à la carte experience, and decided to draw a line under it and enjoy the rest of our holiday.

Unfortunately, things didn’t improve.

🎭 The entertainment

One of the biggest reasons we originally fell in love with this hotel was the entertainment.

Over our previous visits, the entertainment team were a huge part of the experience. They interacted with guests, created an atmosphere and made people feel involved. There was a real sense of fun and energy around the pool, and it was something we genuinely looked forward to.

We have noticed over the years that the entertainment has gradually changed, but this year the difference is particularly noticeable.

There seems to be very little interaction with guests. The generic activities are carried out almost as a tick-box exercise and, once they are finished, the entertainment team seem to disappear back into their hut.

The atmosphere and engagement that we remember simply isn’t there anymore.

And for us, that was a huge part of what made this hotel special.

💬 We tried to give constructive feedback

I want to make something very clear about our comments regarding the entertainment.

The hotel’s management have always promoted the idea that if guests have concerns or constructive criticism, they should raise them while they are still at the hotel. The reasoning is simple: give the hotel an opportunity to address the issue before the guest goes home unhappy.

That is exactly what we tried to do.

When we explained to the entertainment team that, compared with our previous experiences here, the atmosphere around the pool felt flat and that there simply wasn’t the same level of interaction or activity, this wasn’t intended as a personal attack on the current team.

It was feedback based on our previous experiences at this hotel.

Unfortunately, the response felt immediately defensive.

Rather than taking it as constructive feedback, it seemed to be interpreted as criticism of the individuals currently working here, and we were left with the impression that they believed we were simply comparing them negatively with previous members of the entertainment team.

Of course we are going to notice the difference. We have been coming here since 2018. We have experienced several different entertainment teams over the years, and our children have actually remained friends with members of those teams after returning home.

During this conversation, the subject of a former member of the entertainment team from 2024 was brought up. I won’t name that person because I have no intention of discussing their personal circumstances publicly.

However, I was extremely uncomfortable when members of the current entertainment team started discussing that former employee’s employment status and saying that they had been dismissed.

I immediately made it clear that I didn’t want to know anything about that individual and that it was completely irrelevant to the point I was trying to make.

My concern was simply about the entertainment experience we are receiving now.

Whatever happened with a former member of staff is a private employment matter, and I don’t believe it was appropriate for those details to be discussed with guests, particularly in a casual manner.

It actually made the conversation even more uncomfortable because what had started as constructive feedback about our holiday had suddenly turned into a discussion about former employees and why they no longer worked at the hotel.

We weren’t asking anyone to be sacked. We weren’t attacking individual members of staff. We weren’t demanding that the entertainment team be replaced.

We were simply trying to explain:

“We’ve been coming here since 2018. This is what we have previously experienced, this is what we loved about the hotel, and this is what we feel is missing this year.”

That, to me, is exactly the sort of feedback the hotel should want guests to provide while they are still here — because it gives management the opportunity to understand why a repeat customer is becoming disappointed before they leave.

Sadly, instead of feeling listened to, we felt that our feedback was taken personally and became defensive.

⚠️ The incident with the entertainment team

Unfortunately, matters then escalated further.

Another guest raised concerns with the entertainment team about the lack of interaction, and somehow we became caught up in the situation because it was apparently believed that the comments had come from us or had been influenced by us.

This resulted in a verbal altercation and an extremely uncomfortable situation involving one of the entertainers.

During the confrontation, his body language became aggressive and threatening, including clenching his fist. This happened directly in front of his manager.

I subsequently raised the matter with Guest Relations and requested that CCTV be reviewed so that what happened could be established objectively.

I also explained that the entertainment manager had been present and had actually told his member of staff to calm down.

What happened afterwards was extremely disappointing.

Rather than feeling that the incident was being properly investigated, I felt as though my account was being dismissed.

The response seemed to focus on the fact that this particular member of staff had apparently been at the hotel for six months and had received good reviews and feedback.

But previous good reviews do not change what happened during our interaction.

We have never experienced anything remotely like this at this hotel before.

What has made it even more uncomfortable is that since the incident, we have felt almost segregated from the entertainment team.

There is now a very noticeable feeling that we are somehow “the problem” and that other staff or members of the entertainment team are avoiding us.

That is an incredibly uncomfortable position to be put in when you have paid over £6,000 for a family holiday.

💔 And that’s ultimately what hurts the most

We didn’t come back here expecting perfection.

We came back because of the fantastic experiences we have had here since 2018.

We have met staff members over the years who have remembered us when we’ve returned. We’ve made memories here as a family. We have recommended this hotel to other people. We have spent a considerable amount of money returning because we genuinely believed this was somewhere we could come back to year after year.

But this visit has been completely different.

The allergy incident was serious.

The deterioration in entertainment has been hugely disappointing.

The way our constructive feedback was received was disappointing.

The incident with the entertainment team and the way it was subsequently handled has left us feeling uncomfortable and unwelcome.

And ultimately, the biggest disappointment is that we are no longer enjoying our holiday.

We still have four days remaining, but rather than looking forward to them, we’re simply looking forward to going home.

I genuinely hope the hotel management take this review seriously, because this isn’t written by somebody who has stayed once and had a bad experience.

This is written by a family who have returned repeatedly since 2018, spent well over £20,000 here across our visits, and came back this time because we genuinely believed in what this hotel had to offer.

That’s why it hurts so much to say that, this time, the experience has been an enormous disappointment.

We really hope the hotel can find its way back to the place we remember and loved so much. But unfortunately for us we will no longer be recommending this hotel, nether would we return again unfortunately