a totally terrible hotel if your from the uk and expect a lovely holiday with kids don’t come here
we arrived the first night to the smell of cannabis and when we got up in the morning and our room smelt like we was smoking it !!! we opened the door to find a group of people down below us smoking it with security passing them and saying nothing !!
we went to complain and was told it’s hard to manage as it could be medical cannabis and that was legal here !
i googled this as i thought this cannot be true to find it was illegal and if it was medical use it had to be done away from people so lie one we was moved to a block where the hotel manager said us brits should be more happy and yes we was happy with room but on expecting the room found this was the room tui was selling us brits not the horrible room we was given the pool is a joke it’s able to be used by outside people so was so overrun with kids it’s an accident waiting to happen and not feel like a relaxing holiday but more like a mad race of 500 kids all screaming for attention as so meany in there at once and still the smell of cannabis goes on
then the fire alarms go off in building !! we are 4 floors up with a child in a wheel chair no help no one came to see if we was out people running down a dark unlit stair well trying to get out and when we finally got out no head count to make sure we was out nothing everyone just looking at each other not knowing what to do the fire brigade says it safe to return
but then we find no electric was able to be used again trying to get a disabled child up and then down stairs when we had to move out !! no help again we had glow sticks on the stairs trying to give us light to get out
our new room was dirty broken and dated the sheets was so creased up they looked like they had been used by customer before and again the cannabis smell and people running up and down corridors screaming out all sorts my grand children was frightened and all this the hotel finds acceptable no help from hotel and no help from tui don’t come here please don’t think i am one of these constantly complain type of people as this is the first review i have ever wrote about a hotel

We have been here for 2 weeks and although had a couple of mishaps, these were dealt with pronto so I can't complain.

First person we met when checking in was Wilmer (I think that's how it's spelt..). Such a pleasant chap and was extremely helpful in providing us with what we need and answering any questions. Seen him often throughout the fortnight and he is always smiling and happy to help whenever required.

Got into our room and it's a nice room for what we needed. Basic, but clean and comfortable. To be honest, who goes to Florida to spend all their time in their hotel room? Don't go here if you are expecting a 5 star and balconies etc. I can say though, i found everything to be clean and fresh (and i can be quite funny at hotels but there was no reason to be!) The room has a hairdryer, iron and iron board as well as a fridge and a safe which are all a plus. We were also told if we required a microwave we could request this.

We had a great night sleep and went out the next day. When we came back at lunch time, the house keeping staff had been in the room but hadn't moved the dead bolt back properly and closed the door. I was pretty raging at this of course because anyone could have came into the room when we weren't there and what if we had been out all day etc. But my husband went to reception and they were extremely apologetic and an agreement was made for house keeping not to come in our room and we would contact them when we required anything. I get people make mistakes but our second day there and it wasn't the littlest of mistakes to make.

We went to the water park on site and my girls love it! As do I. Reason being, although my girls are older and able to swim etc, I was reassured by watching the life guards there. Every single one of them do an amazing job and take their jobs seriously. Never have I been somewhere and seen lifeguards do their jobs like these guys do! Even if someone they work with speaks to them, their eyes never leave the water. These guys deserve so much credit.

The outdoor pool has been so refreshing too. More so at night time when it's a bit cooler. This pool is open til about 10pm each night and tends to get a bit busier at night as everyone has the same idea. Always a pleasant enough atmosphere though. Also, there are towels etc provided by the pool free of charge for use which is helpful.

We had breakfast one morning at the hotel which is a buffet style breakfast. Plenty choice there but we didn't have the breakfast package and found IHOP and Dennys to be cheaper and more variety. But still, nothing to complain about there.

The first day of our second week, our bathroom ceiling came in a little bit and was leaking. Again, right away it was dealt with and we were moved to another room after apologies.

This was the first proper time we spoke with Angela as she came to help us move. We had said hi in the passing etc but didn't know her name or anything. Always happy to help and willing to go that extra mile. Can't pass without stopping to say hi and asking how we were etc. Angela, thank you for always being that welcoming friendly face.

Tyler at the front too, he's a lovely soul. Told me about the little kitten we saw outside the hotel and how they've tried to rescue it but the wee mite is too fast. Anyone who cares about stray animals like that will get my respect. Hopefully you will catch it one day but I believe it's probably going to end up feral.

Talking about feral...Unfortunately we had the unpleasantness of being awoken after midnight by 6 or 7 kids between the ages of 6-14 possibly, running feral in the corridor. They had tried our door and also booted it, alerting my husband who was still awake and in turn wakening my 8 and 10 year old who were hysterical by this. My husband had managed to see the kids who done it and was able to provide security with details. Obviously, we get kids will be kids, but where were their parents and why were they allowed to run about the corridors at that time of night thinking it's OK to behave that way?! Anyway, my husband was able to catch up with Matthew (head of security) and his colleague the next day for an update and they assured us they will deal with it and they won't tolerate this kind of behaviour at a nice family resort. They also assured us they would put extra patrols on the building giving us a bit peace of mind

Apart from the minor frustrations we had, all in all we had a fab time at coco keys. The girls loved it and were never bored. My husband and I were able to relax knowing they were having a great time too. Nothing was ever too much for the staff. They were all very pleasant and helpful. From life guards to front of house staff, security, house keeping etc, you all do a fantastic job!

If I were to return to Florida in the future, I would defo stay here again and also recommend to others. I'm sad to be leaving such a great place but looking forward to going home to my furry babies.

Over and out x

We booked package with BA Holidays, on arrival check in we were asked to pay a so called Resort Fee,$151 per room & was not aware of this.TUI customers were advised not to pay.When asked for an explanation was told it was for use of facilities ie water park etc,piss poor reason. IF you have hired a car you will be charged $10 per day to park.We used Uber which was great & cheap.
Only 3 towel change in 10days but you can request clean at front desk,no line change & room hoovered twice Special mention to Angela front of house,all ways there to open Uber car doors on leaving & return.
7yr old Grandson loved the resort.
Left with a bitter taste over resort fee,in the 10 visits to Orlando Never Paid one.