TUI SENSATORI Ibiza

I had been enjoying my second visit to this wonderful 5 star resort when In the early afternoon on my 5th day of a 7 day trip my 3 year old son was assaulted by an adult on the resort leaving bruises on his leg and him very upset and shocked. let me begin by saying the resort is amazing food brilliant and had potential to be another best holiday experience ever....until I need TUIs assistance. I will elaborate below however the short version is that if you or a child is assaulted on resort the staff categorically said they could do nothing about it as they are a third party. After the assault I requested the police were called, hotel lied and said they had called. 1 hour later I asked the hotel staff where the police were and turned out hotel just called a manager and she was too busy in a meeting to attend. I was told to be very quiet and shushed and taken somewhere quiet each time I asked what was going on. They didn’t want the other guests to know that a child had been assaulted on resort. Note I did not raise my voice or shout at the staff I was just hysterical crying. Meanwhile the female that assaulted my son happily continued her day in peace despite goading me with sarcastic smiles and nodding mouthing ‘yes I did that to your son so what!’ I had security next to me in case her behaviour got the better of me despite me not showing any signs of violence...absolute disgrace. Note this lady and her mother and partner had been drinking heavily with her children in tow - I took photographic evidence of her empties and refills on her table for the hotel and police. I was crying and comforting my son whilst what I thought was waiting for the police. I sat quietly and hoped that by waiting patiently the police would be able to assist and take this dangerous lady away from not just my children but others on the resort. Once the lady had left miraculously the TUI manager Abs came from her meeting and said ‘I understand the children have been arguing, children do that so let’s calm down’ extremely shocked that that was the message relayed I burst into tears again and explained what happened. She invited me to the office to explain to her, not wanting other guests to hear me relay the event. There I was met with another TUI rep Abi and an insotel manager with a translator for the insoltel manager. They were surprised and said well nothing like this has ever happened on resort before so we don’t know what to do. They also explained that the local police wouldn’t come out if they called them but the guardia civil would but they would prefer to come out once we have all of the details ie the assailants details. Since it had taken so long for the manager to come out of the meeting and the lady had gone from the area they said they could do nothing until we saw her again on site and to let them know and then they would take action. I was told not to eat in the main buffet restaurant in case I bumped into her and it would be best for everyone if I just tried to ignore her for the rest of the holiday. I was outraged how this lady was allowed to continue her holiday with her family as if she had done nothing wrong yet I was being told to avoid her and keep a dignified silence. I didn’t have the energy to argue I was still finding it hard to speak and not cry. Their reasoning for telling us to avoid her was bruises will heal and it’s ok he’s only three he won’t remember! Everytime I looked at my son I burst into tears because I didn’t protect him from this viscious and dispicable drunk animal. My older son became very angry that this woman had not been arrested for hurting his little brother. My partner was in despair that he couldn’t protect his son and my mother and father in law were also so very upset and my mother in law was also brought to tears on a number of occasions afterwards. We did see her that evening in the show lounge which is the evening entertainment area where once again she and her partner and mother had a table full of alcohol, I notified security and staff immediately and waited. And waited. And waited. After half an hour I approached staff to ask what the hold up was and they said that they were not planning to do anything whilst she was enjoying her evening as that wouldn’t be fair to her or her family so they planned to just follow her back to her hotel room and get her details from the reception with the room number and call the police (civil guardia). So it was ok for my son who had been assaulted to have his playtime and day ruined, my day spent in tears and trying to get justice for my son, the rest of the family being devastatingly impacted by her actions but her evening was not to be ruined. We remained dignified and quiet and accepted their chosen process. We chose to try and cheer the children up with the tennis tournament the next morning at the retreat which is the second half of the hotel down the road from the hotel equipped mainly for kids and we chose to stay there for the day as it felt like we couldn’t breathe in the main hotel with the stress. We came back to the hotel at around 4.30ish and the reception was full of new guests checking in. I asked reception for the manager dealing with my ‘situation’ trying to be discreet as they had asked and they called Abi the TUI rep out. I asked what had happened with the police and was I required to make a statement and she said if I wanted to report to the police I had to get a cab to San Antonio main police station. I said I thought she was mistaken and that’s not what was agreed and she said that’s the process. I asked her to call another manager that knew what they had advised me and I wasn’t happy and she said but that’s the process. I again burst into tears because I genuinly felt that the hotel were fobbing me off hoping it will all go away because I was going home the next day. I was distraught and inconsolable and I raised my voice so all of the new guests could hear that my 3 year old was assaulted on site and they had done nothing about it whilst the assailant continue to enjoy her holiday and my family’s was completely ruined. An Insoltel manager who was very calm came out and offered to drive me to San Antonio police station. he desperately wanted me out of reception as people were starting to ask us what had happened and he didn’t want us taking to them. I accepted his offer went to the police station where I patiently waited for what seemed like hours. I had to then go back to the hotel get my son and take him by taxi at my cost to see a doctor for a Medical report for the police and deliver it back to the police station that same evening. I was drained tired exhausted hungry and I just wanted my son back home safe in his own bed. I flew home the next morning taking a taxi to the airport. The whole experience left my whole family in shock, despair, exhausted, upset, and hotel assistance was absolutely awful. You would not expect to be treated like the criminal when you are a victim of crime in a 5 star hotel especially when the victim is a child in a family resort. At no point did the hotel try to discuss with the lady who assaulted my child. At no point were her movements restricted. I had 3 of my 7 days holiday completely ruined which overshadowed the great time we had before hand. We all came home red eyed exhausted and in a very very bad way. TUI requested electronic feedback on my return which was given. They asked if I wanted to discuss this further with customer services Which I said yes and a week or so later no one has called. Awful service from TUI reps, from insotel resort and TUI in general. They did not want the bad publicity which they wouldn’t have had if they handled the situation correctly. I would only say if you do go to this resort beware that if in the event you need assistance abroad where you do not speak the language, where your children are involved then do not bank on TUI no matter what their adverts say. I am devastated. TUI offered no support, the only assistance was the drive to the police station the first time which I feel given the circumstances was the least they could do but they only did to stop me telling new guests what had happened to my son. This holiday was supposed to be a lovely break for my children and inlaws to spend some quality time together and it was ruined. Was a holiday from hell. I would not wish this experience on anyone who has also saved up and paid a lot of money to stay in a nicer hotel for their family where they expect to be safe.

This was our 7th visit to this wonderful resort, and It just gets better year on year. This end of season ‘cheeky half term visit’ was sublime. The weather wonderful for the half term week. This year there are more staff to tender your requirements in their white/blue cooler uniforms. The choice of food has also improved immensely. Caviar for breakfast for the posh diners however I was satisfied with the poached eggs & omelettes. I couldn`t find any chillis or Jalapenos which i like so if thats my only food gripe then you know the rest of the food is amazing as always!! The rooms have not changed much however still very comfortable and the beds make you drift off quickly... maybe something to do with the generous top brand GnTs consumed at the wonderful sunset bar. Good to see so many of the previous staff including the reception manager Jana who provides a very high end professional service & looked after us and our travelling companions. She is worth her wait in gold and never disapoints... Thanks Jana!!! We loved it so much we intend to visit again with more famalies & friends. We always spread the word & this year there were 19 of us. The down side.... The much loved 'T-Beach' is now renamed IVO & is a payable beach bar/restaraunt??? TUI & MANAGEMENT: PLEASE RESTORE THIS BACK TO THE ORIGINAL FORMAT!! IT WAS ALWAYS A GREAT PLACE TO GATHER AND MINGLE & MAKE NEW FRIENDS. IT WAS DEFINATLY A SELLING POINT TO THE HOTEL & GIVES YOU THAT 5 STAR EDGE. It felt like the new concept has been lost & the once loved bar is now a lost soul with no atmosphere or clientents..A real shame. Everyone (returning to this hotel) said the same thing so pleassssssssssseee bring back T-Beach, also a DJ in the afternnon would also be great (Like the old days) i mean we are in IBIZA & not sleepy town!!! Apart from that Fantastic!!! C ya next time team!!

Forget the negative reviews, I have been to many countries in the world, including all-inclusive and for kids this is a great for keeping the kids entertained with the last October sun. What paying guests forget to remember is; this is a really cheap holiday for everything you get, at a last minute October Half term deal. If you would like to know the truth then please, please read on… This is our 2nd year running and we will be coming back. From the day we arrived to the day we left, absolutely superb and well done the Sensatori!!! I have to thank all, yes ALL the Sensatori staff, nearly 500 in all and if it was not for you all, I would not be writing up such a good review – well done!!! We were so lucky when we arrived as the Thursday to Thursday was the last week of the season. To miss the downpour days before and to have such amazing sunshine throughout the week – we were blessed! I guess its pot luck with the weather, end of October but there is so much to do and the entertainment was great each day. Whether you stayed by the main pool, during the day, headed off to the beach (right on your door step) or headed up to the Retreat (Water park with archery, football and tennis – with food supplied at each location) you really were spoilt for choice. The evening, you could choose which restaurant to go to, an Italian, an Asian/African world cuisine or the buffet, which I have to say, as all inclusive, this was at a very good standard with Premium alcohol supplied. The kids food was great which included Nutella, yes Nutella so no screaming kids! 😊 There is additional 25% charge at the Asian/African theme restaurant and at the beach bar but that is it! The staff also inform guest the extra charge so no hidden surprises! Evening entertainment (well done all for busting some moves, hitting the high notes and getting the parents off their chairs) there is a kids club, obviously supervised and nursery, gym and spa for you fitness buddies. I have to say the gym is very compared to most hotels around Europe. To get the best out of the Sensatori you really have to download their free app, which enabled you to book classes, see what’s on for the day and night, days/week ahead etc… Friendly tip and this is not a complaint – bring your ear plugs if you are woken up easily early morning as the rooms are squashed in - be prepared for suitcases in the morning dragging by your rooms or early pitta patted feet rushing by to early breakfast. Leave your do not disturb sign on the door as the cleaners are very friendly and thorough. The rooms are very clean, the hotel spotless and staff are on the ball with no language problems, not forgetting their Ibiza smile. There is a shop on site and one near the Retreat so if you forget water guns, snorkels, googles etc… you no need worry as all supplied at both. To summarise: you would be mad not to try and visit the Ibiza Sensatori hotel in October for a last minute getaway. The weather was great, the guests, staff, food and entertainment were all fabulous. The food catered for all and you just CANNOT complain about a week’s stay away. We will certainly be heading back!!! Brilliant all and see you next year – thank you so much!!!