After arriving for a 5 day break with family we were allocated our rooms and had a drink in the lobby bar, to be told their was no ice available. What 5 star hotel doesn’t have ice? The servers in the lobby bar were always pleasant enough. The food we could eat that night was dry bread, on asking for butter the chef/ waiters I was met with a shrug of shoulders and shake of heads. The next day I went for pool towels to be asked by the spa receptionist why I was at a Russian hotel? Here was the start of the way we would be treated as we were British. The pool bar I waited in the queue to give my order for the next person queuing to be served MY drink, really rude by the bar staff and visitors to expect they should be served before me. The seemed to always put others before us, serving them drinks with ice but if I asked there was none. It was the same when we asked for bottles of water we would be handed warm bottles and others were given cold. The red hair girl and dark hair girl sorry didn’t get their name, we’re always pleasant. Shame the other staff didn’t follow suit. Seffatain always made us feel welcome and made us amazing cocktails, the entertainment team especially Emir was the same and would take time to speak with us. Our room was tired, so noisy whether it be the paper walls, noisy aircon or passing noise outside. We had a family room but the shower was tired and leaked out to the bathroom after being used once. The cleaner would rarely leave enough towels or restock the minibar or tidy up. Which caused for calls to reception and waiting time in the room which wasn’t enjoyable. The bed covers were poor quality, didn’t even fit the bed. The food and service outwith what I mentioned above, really was on average a 2/3 star. The food often had many flies and was cold or not restocked. It was stressful dining experience, often without a full meal or a drink. The beach snack bar was okay, we tried to eat enough there during the day as knew night time was a let down. I wished we had been aware of this before arriving but we made the most of it as we were in a bigger company. We will be feeding back to the travel agent that this hotel isn’t as they expect nor worth the money, and our true review. If your stuck there and need out I would recommend Land of Legends, it was 100% 5 star experience and made our trip.