Everything was cleanded and comfy. All the staff was kind and make us feel like home

The ONLY great aspect of this hotel were the wonderful caring hospitable staff that worked there, from the cleaners, waiters to the receptionists. If it was not for these lovely people, I would have rated it a disgraceful zero and left before my stay was over. They were very attentive and very friendly could not fault any of them. The hotel manager Andreas should feel so lucky to have hired these incredible staff members! The hotel was close to all amenities in the area. Although the area is classed as Cesenatico on booking.com, this hotel is in Valverde which is actually the town before, so not made clear at all on website. Meal times with fully inclusive package were too quick, lunch and dinner were both an hour long which for guests is not suitable as on holiday and felt rushed not relaxed. There was not enough gluten free foods for my liking. I understand that it was not stated that GF foods were available, but my son struggled to eat anything nutritionally balanced, the staff were amazing to accommodate him but again the hotel manager should have tried and addressed some needs of the guests with intolerances, I had to end up buying extra gluten free food so my son could eat! As we paid a substantial amount of money to stay at this hotel, the hotel manager is disinterested in the needs of any of his guests, providing little benefit and not being helpful or caring towards any guests especially children. VERY POOR! The air conditioning stopped working and once again the hotel manager did nothing to apologise or advise us of how long this would take to be fixed. We were without for

The manager of this hotel made no effort to discuss any issues we had brought up with him due to the language barrier so unless you spoke Italian there was no way of communication, apart from the love;y receptionists who kindly had to translate for us! As an owner of a hotel taking in international customers, would it not be apparent to show respect and professionalism? Unfortunately this was very poor. No evening entertainment, very quiet, boring, subdued. Hotel dated in the lobby. Although stating family friendly this hotel was without a doubt not. Children were asked to be quiet and told off by the manager of this hotel, which I found totally unacceptable. If there was a problem any parent would like to be told directly, not taken into his own hands, again very unprofessional. Included in the price of the hotel, we were eligible for 2 sun loungers and umbrella at the designated lido, which is a private beach by the name of bagno denis, Most hotels on this main strip have allocated lido which they pay for there customers to use. The owners of the lido and bar, were an older lady and her husband. I can also say that I've never come across so rude and arrogant people in all the places I have visited. They shouted at us in Italian and asked to take our things from this particular spot at the private beach as it was someones allocated spot already and it was extra to have this spot. although nobody else's belongings were apparent. They also embarrassed us and made my children very upset which made me feel so annoyed as the last thing we wanted was this spectacle at the beach!.. In the bar we tried to sort things out but was told by another lady behind the bar that we were the problem and to leave from there. By this point I was fuming with the rudeness of these locals and their behaviour towards us. Hotel manager did absolutely nothing. Disgraceful!