As an Expedia VIP Gold tier member, I sent email to reservations who said that an upgrade would be given if available upon arrival. hotel reception disagreed and insisted they do not give room upgrades whatsoever despite the listing on Expedia having VIP access and my account saying I’m entitled to it and me showing them the email from their own reservations team confirming such
We had booked two rooms and requested adjoining rooms so we could be close to our 14 year old. The hotel reservation team confirmed availability, yet on arrival the hotel reception wouldn’t do this either. No amount of discussing this would get them to budge. And it became embarrassing stood at reception having to try to stick up for what I’m entitled to and had been agreed with their own team. At this point I emailed back to the reservations team, but have not yet heard back (I am now home). I also contacted Expedia through chat, they were less than helpful telling me to discuss with hotel.
The hotel was hardly full - judging by the amount of people at breakfast, dinner and in the bar. Plus the hotel pool & area was closed - leaving just one small area to sunbathe (with approx 10 sun loungers and a similar number of deckchairs.
My advice is don’t book here. The only thing 5* is the price. The hotel has seen better days, customer service is far from 5*, breakfast is ok, food in Barbary restaurant is average, some amenities are closed despite Expedia’s information.