We are a family of 4, 2 adults, 2 children (8 and 6) we paid just short of £4k for 11 nights self catering in August 2024. We booked the Esmerelda Park (so we thought) through Jet2 Holidays. We were dropped off at the Inturotel Cala Azul hotel only to be told we were booked in at the Inturotel Azul Garden. Not the Inturotel Esmerelda Park as we thought we had booked... So after a walk up to the Azul Garden, we were met with a reception area which was basically a desk at the bottom of some stairs, not very inviting. We were allocated a room with pool view and the first thing we noticed was how dated the hotel and rooms were. They look like they haven't been touched since 1970. Our hearts sank when we entered our room, it was very dated and the "kitchen" area was a joke, the worktop was literally the size of a magazine, no washing machine, or oven. I had to ask for more cups and plates as there wasn't enough provided. I also asked for another outside chair as initially only 3 of us could sit outside.. that never turned up so I had to go and get one myself.. We were extremely disappointed at this point and felt we had been mis sold the holiday and were in shock at what £4k had got us. I had a chat with the guy behind reception, to either move us to the Esmerelda Park (as per the Jet2 booking we had made) or we were going to have to book another hotel (we were that upset). He told us to speak to Jet2 as we booked with them, but did try the Park hotel for any spare rooms and also put us on a waiting list for one of 3 unadvertised rooms in the Azul Garden hotel. So when we booked we assumed we would be in the Esmerelda Park, as this is where the entertainment, kids club, restaurant, gym, and bar all are. Other than the snack bar at the Azul Garden, there is nothing else on site. We wanted to use the "exclusive" beach at the Esmerelda Park, which turned out to be some sand and sunbeds behind the main beach, anyone could use it, not exclusive at all. We spoke to Jet2 who listened, but didnt do anything at all, no help whatsoever except we could pay 25 Euro each a day and go to Drago water park!! After 4 days we were moved into a different room in our hotel, a 2 bed 2 bath which was still dated as it was in the same hotel, the air con hummed when you turned it up which as annoying at night. Same, sad, dated interior but it was much better for our needs as a family and helped in making us a little happier. The rooms were clean and tidy an the showers brilliant, I must say that. The pool area in the Azul Garden is nice, it said not to reserve sunbeds but people still did, some with towels on them for hours and hours (literally most of the day) without using them. Anyone can walk into the hotel and use the pool, there is no security at all, so its a bit of a free for all, literally open to anyone as all the Introtel Hotels are. People were walking into the pool area from the other hotels and using it. It is relaxed and the pool is l
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