The Quality Lodge, BW Premier Collection in Larnaka

Disgusting Experience, Theft, Rude Staff & Zero Accountability

Our stay at this hotel in Cyprus was a complete nightmare. After the cleaner visited our room every three days, we discovered that €500 in cash, a Rolex watch, and two pairs of sunglasses had gone missing. At first, we thought we may have misplaced things, but after the second clean, it was undeniable, our valuables were gone.

We approached reception calmly, asking if the cleaner had seen anything. They brought her up, and she claimed she could remember small items like a hairband and clothes but conveniently “forgot” the Rolex sitting right in the middle of the bed. When we said we would involve the police, she suddenly came back within two minutes, from the laundry room downstairs to our first-floor room, and returned the watch with an attitude, saying, “Is this it?” – as if we were inconveniencing her by asking for OUR property back. When asked about the missing sunglasses and cash, she rolled her eyes and later said she “didn’t know.”

To make matters worse, we contacted the Airbnb host to resolve this, only to be accused of lying and trying to get a free stay. Absolutely insulting. They even had the audacity to say their staff was trustworthy because they “gave my watch back” – as if returning a stolen item somehow proves they didn’t take it! No help, no accountability, no apology. We had no choice but to contact the police and escalate to Airbnb higher staff.

When we first arrived, everything seemed fine. The accommodation looked nice, and we thought we were in for a good stay. There was an outdoor pool, but instead of being politely informed about any restrictions, we were rudely scolded by a staff member who even criticised us for letting our baby near chlorine. Completely unprofessional, inappropriate and none of her business.

The location was awful, literally on a building site and really far away from everything, making it inconvenient and unpleasant to stay there.

This is disgusting behaviour and a complete violation of trust. We lost €500 and sunglasses, received nothing but rudeness and false accusations, and were made to feel like criminals for daring to ask for our stolen property back.

Avoid this place at all costs. It is unsafe, unprofessional, poorly located, and the worst example of hospitality we have ever experienced.

Considering how much we paid, we expected a higher standard. The fridge and freezer weren't working. We had to throw away frozen chicken and vegetables because we didn't realise in time that they hadn't been kept cold/frozen. The shower door is not functional at all and lets water out, flooding the bathroom. In the kitchen, there are empty cupboards where you can store all kinds of things, but at the same time, the 'stove' consists of a single camping hotplate that plugs into the electricity and only has space for one small pot. Furthermore, the two televisions in the apartment do not allow you to watch channels or use entertainment platforms (Netflix, Disney+, etc.) unless you use an HDMI cable and a laptop. Finally, we were unable to use the air conditioner in the bedroom because it emitted unpleasant odours when turned on. Perhaps the filters are not properly cleaned.