This was a last min booked 3rd family holiday this year and it was not cheap, but after reading the few reviews before we left I was feeling confident that it was going to be OK.
On arrival at the hotel, it was all very rushed at reception as only one member of staff attending to all the guests that had arrived. We were told where our room was and we made our move down to it. As we got into our room we inserted card key to activate the electricity and the first thing that hits you is a musty smell as if the room had not been used for a while. Second was then all the ants by the front patio door, they were coming in through a small gap by the door and then they were crawling all over and up on to the third issue which was the sofa bed in the living area had not been assembled correctly. Then had a quick scan else where to find the bathroom riddled with ants too!
I went straight back up to reception and complained to be told someone would go in and sort it and to back in about ten minutes. We sat at the pool sode bar having a drink my youngest child tripped on an exposed water valve pipe thing on the patio and bumped head and grazed elbow. After comforting her we got back to the room about 20 mins after seeing reception to find no one had been. I called from the room phone to complain once again and she said 'OK,OK, I send someone'. Another 15 minutes later still no one so I go up to where all the rep info is and call the holiday helpline and complain to the rep on the phone that the room was terrible and also that my two yr old daughter had fallen over an exposed water pipe and how unsafe it was. Her reply was 'I repped that hotel and I never see that pipe thing' she made me feel like I was making it up, So much so I went back and took a picture and sent it to Thomas cook along with my lengthy complaint!
So eventually a handy man turns up and we struggle to explain the bed is broken, he makes it a little better so that it is safe to sleep on then a maid turns up and sprays the ants and wipes round and then I asked about clean bedding for the sofa bed as all the ants had been crawling all over it, she went and came back and handed me some bedding and some ant spray and said 'You do'. I think I was too astounded to say anything and she closed the door!
So, thinking things cannot get much worse try and get on and enjoy our holiday!
Well, because it was the last week the complex was open before closing for the winter season you were made to feel as if you were getting in the way towards the end of the week (baring in mind it was half term too!). They closed the second pool bar two days before the end of our holiday and one day before they had cleared all the sunbeds away so you couldn't even sit round it. The kids clubs were ran by unenthused staff and were open the bare minimum as per Thomas Cooks brochure, which I thought they may have been open a bit more considering it was half term. The entertainment team were great with the kids, did a cracking job of the kids disco and our two little ones enjoyed it. It is entertainment on a budget in terms of the shows etc they put on for the adults, alot of costume recycling during the week. All the nicer furniture from the entertainment room was swapped for cheap patio plastic furniture about three days from the end and the entertainments team announced they were not going to do any entertainment on the night before we left as they needed to 'pack' although it was a Monday when they had been off on the Sunday night anyway! I did say as did others that we didn't think it was very fair considering in the brouchure it said there was full KIDSworld facitlites etc until/including 31OCT11. They relented and did a shortened version of the night mainly a kids disco and a quick game of bingo before going to 'pack'.
Overall very dissapointed with service from hotel and room. On a more positive note the pools were clean and we didn't experiance any of this 'sun bed wars' that others have complained about in their reviews. The food was reasonable, at times a little recycled....so something you saw at lunch would magically transform into something else for dinner! the bar service was Ok, although over the weekend of our stay there was a 'locals' weekend gala type thing on where the 'locals' got preferential 'jump the queue' at the bar and also they had a private gig thing going on in the restaurant which made you feel very uncomfortable going in for late snacks. Also on the last night the restaurant had shut there was no late night snacks available at all!
Thomas Cook rep was next to useless, a young girl who was just 'covering' the hotel as well as her hotel as the rep who had been doing the Pafian Sun had gone home as it was the end of the season!
Although it didn't say pool towels not provided I am surprised with it being a 4 star they didn't provide them, we always family holiday in four star or more hotels and this is the first time we have been caught out by this...don't forget t pack them!
As for the location, when you book this be aware that you are inbetween Paphos Town and Coral Bay but there is very reliable and cheap bus services passing the front door. Paphos town is beautiful and clean and coral bay excellent for beaches and families.
I have written to Thomas Cook the day after we returned (sent 2/11/11) and after being promised a reply within 28 days am still waiting! That is whats taken me so long to write this review as was hoping Thomas Cook might have restored my faith a bit by refunding some of our overpriced holiday! I would like to think that perhaps our holiday was a little lackluster because it was the end of the holiday but sadly from reading other reviews earlier in the season I don't think this is the case!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC