Grand Palladium White Island Resort and Spa

We have visited this hotel 4 times in the last 2 years, did not want to give negative feedback, but the opportunity was there for you to contact me by email. A special holiday booked 20-27th August paid over 4,0000 euros for a suite room. The day before we were due to arrive I noticed no bookings were available on website. Very concerned I phoned and emailed the hotel, the response was ??? everything is fine see you tomorrow??? Arrived very quiet but that was to be expected, room lovely. On the 22nd a letter was put under our door saying the hotel was closing on the 24th although we could still use the pool bar and swimming pool otherwise lobby and restaurant closed, we would have to eat at the hotel next door, The last paragraph said if we wanted to move to the linked grand palladium please see reception. I was so upset as there are no exact rooms at the grand palladium. We walked over the first day for a meal it was like a canteen no social distancing and the food was very limited very disappointed. I then complained to the duty manager who arranged bookings for the next 2 nights in the a la Carte restaurants. Food there was lovely but we skipped both breakfast and lunch opting to eat at the sports bar which only serves fast food. We then decided to leave a day early incurring a cost to do so and the manager said we would receive a refund, I emailed the reception with the booking details as requested. Have heard nothing and no refund after being promised 10 days ago. I do understand the difficult times but 4,000 euros just wasted on a holiday. You could have given me the opportunity to rebook the day before we left but the email said everything was ok. The hotel was understaffed at the restaurant and food not as we knew it previously. It is vey sad I have to make this negative comment we love this hotel but felt we have been completely misguided and after spending this amount of money did not get what we had paid for. After we made the complaint a bottle of bubbly arrived in our room. Please do not ignore the fact we are still waiting for our refund, I am sure you will say you will pass the matter on, but I will make a formal compliant if I do not hear back from you ASAP.

Stayed at White Island for a week with my wife and baby son. We were a bit apprehensive about going after the quarantine rules plus reviews that things weren???t open at the hotel. However we have just returned and had a brilliant week. The hotel is spotless and there are teams of cleaners all over the place each day. Plus temp checks every time you go to one of the restaurants. We ate in buffet a bit as we had the baby bit food was pretty good and service wasn???t as bad as some reviews make out. The a la carte restaurants alternate opening nights. We ate in them both and they were really good. Couldn???t fault them at all. Definitely recommend the hotel if you are considering it.