Phoenicia Holiday Resort

My family and I stayed at Phoenicia Holiday Resort from June 20th to 23rd, 2025. Overall, our experience was positive—the facilities were pleasant, and the staff were generally friendly and helpful. Unfortunately, our check-out experience left us disappointed. Around noon on the day of departure, my wife went to the reception to complete the check-out process while we planned to remain on the premises until 6 PM, as informed during check-in, which allowed us to retain the pool towels until that time. During this interaction, the receptionist, Carla, addressed my wife in an unprofessional and discourteous manner, raising her voice and demanding the pool towels. Despite my wife calmly explaining the information given at check-in, Carla continued to speak rudely and abruptly requested her ID. When my wife asked if the credit card was also needed as a guarantee, Carla responded dismissively with, "That’s all," showing clear attitude rather than professionalism. Later at 6 PM, we returned the pool towels as agreed and retrieved the ID. Due to the earlier unpleasant interaction, I requested to speak with a manager. I was told by Mohammed, who identified himself as the acting manager, that there was no other manager available. Instead of addressing the issue constructively, Mohammed dismissed my concerns in front of Carla and other guests, insisting that Carla is always friendly and implying that our account of the situation was not valid. While I acknowledged that staff can generally be friendly, my point was about the specific interaction that day, which was handled poorly. Unfortunately, rather than demonstrating understanding or offering an apology, Mohammed’s response came across as dismissive and unhelpful. Summary of concerns: The behaviour displayed by Carla was unprofessional and unacceptable, leaving a negative impression of the hotel at the final stage of our stay. The response from Mohammed, rather than focusing on resolution or customer care, made us feel invalidated and disregarded, which further impacted our experience. I hope this feedback is taken constructively, as we otherwise enjoyed the resort and believe that with better handling of situations like this, the guest experience can be significantly improved.

The pictures and promo material for this resort are very deceiving and misleading. It is not nearly as nice as they make it look. We came here expecting a nice resort with the "all inclusive" food and beverage package, only to be charged 17 ron for draft beers at their "all-inclusive bar" in the restaurant.. during the very limited, posted hours for the "inclusive bar." They said only water and juice was provided free. The other bar (by the pool) was closed completely and the pool was completely empty! The rooms are large, but the place is VERY beat up and worn out. It looks like a bankrupt timeshare that is trying to figure out how to make a profit by tricking people into coming to some "luxury" resort that doesn't actually live up to any of their promises.