Alua Helios Bay

Top relaxing hotel,very good food and diverse.Next year we going to return

Having booked all-inclusive holidays exclusively with TUI for over 12 years, our stay at Alua Helios Bay was the first time we have been disappointed with anything booked through TUI. Marketed as a TUI Platinum 4-star resort, the reality on the ground is a failure of basic hygiene, safety, and customer care. There is absolutely no way this should be labelled as a Platinum resort. Major Issues Encountered: Severe Food Hygiene & Undercooked Meat: We were served undercooked chicken in the main restaurant, and on another occasion, found hair in the pasta. As a direct result, my wife was bedridden for an entire day with severe vomiting and an upset stomach - and nearly two weeks later, her stomach is still recovering and not back to normal. A friend traveling in our group suffered the same symptoms while at the hotel. Unprofessional Restaurant Management: When these serious food concerns were brought to the restaurant manager, she literally put her head in her hands and walked away. The language barrier across reception and dining staff was so poor that communicating basic health and safety issues was almost impossible. We couldn’t even figure out how to book the other 2 restaurants without major difficulty - we didn’t book them in the end. We were told to book at the entrance to the main restaurant however the person at the entrance (not the manager) also didn’t speak English. Room & Resort Cleanliness: Upon checking in, our bedroom floor was filthy. Bed linen was only changed once across a 10-night stay, and areas under the beds and along skirting boards were caked in dirt throughout. We let the reception staff know about the floor after checking in and they quickly got the main floor area cleaned which was good and appreciated, however the general cleanliness of the room was the most poor I have seen in a Hotel. You will see in my photos under the bed and on the Google Maps review, I have uploaded videos to show this. Pool Safety Concerns: The lifeguards were almost always sat on their their mobile phones rather than monitoring the pool. Please see the photos of this. They looked almost as relaxed as the guests! The public areas notably the bar and pool toilets were consistently dirty. TUI claim this is cleaned every 20 minutes which is a complete lie, I saw it cleaned only in the mornings and once one afternoon after another guest complained at how filthy the area in front of the pool bar was. You couldn’t walk in there in bare feet as it was a mixture of muddy water and sand. The resort exterior is badly worn, requiring painting throughout and overall it looks tired. I have attached photos (and videos on the Google Maps version) showing the above points to this review. Total Lack of Accountability: Showcasing the unhygienic conditions, dirty room areas, hair in the food, and distracted poolside staff. When we submitted this photographic and video evidence to TUI along with notes, the complaint was dismissed based on inaccurate statements from the hotelier claiming issues were resolved or never raised. TUI also only told me after returning home that they would not pursue my complaint because I didn’t raise it with their rep,. I would have thought raising it online via the TUI site as well as with the hotel reception multiple times would have been enough. Choosing not to spend our entire family holiday arguing at reception shouldn't mean our legitimate health and safety complaints are ignored. The hotel is poorly managed, badly maintained, and poses genuine health risks. Save your money and look elsewhere. The overall response from TUI was truly shocking and I am saddened that for the first time in 12 years complaining that their response was so so bad. I guess you never know how good a company truly is until you have a problem and how it is dealt with. The whole experience of complaining with TUI was been truly horrendous. I will never be booking with or recommend anyone book with you ever again.

Great location, right on the beach. All rooms have seaside view. The atmosphere was great, the animation team is amazing! Had our room cleaned daily, the whole place was is good order. Not very noisy, at noon it was quite, and at night the activities ended around 11.

Location bit of a trek from the airport, but we had booked private transfer which I am glad we did. Nice to be able to leave the hotel and look around the local bars and shops and no-one hassles you. We arrived at 4 . 20am and check in was smooth, given our wrist bands and key cards and off we went to our room. Once inside there was a double bed and small sofa, bear in mind we are a family of 4, went back to reception to say only double bed and 4 people wont fit in it, to be told we have the right room and to speak to management after 9am to be moved. Once back at the room reception rang us to say we were allocated a wrong room, back to reception to be given the keys to the correct room. Air conditioning not working so handyman came and put new control unit on the wall, after 2 days there was a horrendous small of electrical burning, the air conditioning control you couldnt touch it as it was that hot. This was eventually fixed and everything was fine then. The cleaning of the room was virtually non existent, clean towels, beds made that was about it We had a sea view and that was stunning Food good plenty of choice

We are here bow. Lovely hotel and always clean however very frustratrd that we are on day 5 of thr splashpark not working when its a big part of why we booked. No explanation and reception say they dont know when it will be fixed. We also had a day of no indoor pool and no jacuzzi. Not good enough