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We booked a Family Deluxe room for four people, based on the photos and room description shown at the time of booking. We specifically chose this room because of the layout and sleeping arrangements shown in the advertised photos. Unfortunately, on arrival we were given a completely different room. The room we received had a double bed and additional narrow single/folding beds and was clearly not the room shown in our booking. We showed the booking details and photos to reception, but were simply told that there were no other rooms available. No suitable alternative was offered and there was very little effort to resolve the situation. For us, this is not acceptable. If the hotel cannot provide the room that was booked and advertised, it should offer an equivalent or better alternative rather than simply telling guests that nothing can be done. The restaurant experience was even more disappointing. We were seated in a different area of the restaurant and waited for approximately two hours without being properly served. We felt completely ignored by the waiter and had to wait an unreasonable amount of time before anyone properly attended to us. When our drinks finally arrived, even the cappuccino was poorly presented, with coffee stains around the rim of the cup. This may seem like a small detail, but together with the extremely slow and inattentive service, it added to the overall impression of poor standards. What is most disappointing is that this happened at a hotel that presents itself as a high-quality hotel and resort. We expected much better communication, customer service and attention to detail. The room did not match what we booked, reception did not provide a satisfactory solution, and the restaurant service was extremely poor. Unfortunately, based on our experience, we cannot recommend this hotel and would not stay here again.