Awful customer service. Booked Atlantica mare Paphos With Tui which is a 5* in Mar/Apr. Given mixed information from staff. Cancelled first 3 days of kids clubs this is a Tui Blue Hotel. Pools are freezing to the point kids turned blue even the heated one, the sea was warmer. Beach had glass on it and cafe here wasn't open and no loungers. Wrong info from staff each day on whether it would be open. Staff kept Couldn't go in pool until day 6 of holiday due to temperature. Considerimg family hotel kids are very restricted. No lilos allowed. No toys allowed around pool, no jumping allowed. Food is cold in buffet luckily there is a microwave but shouldn't need to microwave meal in 5* hotel. A la carte restaurants are disappointing. Lost bookings, food uncooked. Requested to be moved hotel Tui rep couldn't find out cancellation charges for 4 days and kept stalling us hotel and tui blaming saying the other party had to find out. Ran out of time to be able to move as then said needed 48 hours to move us. Bar staff are great, lifeguards are rude. Couldnt get in kids club. Submitted complaint on holiday. Then when I returned. Their response was generic apologising for variety of food this wasn't one of my comments. Resubmitted complaint and replied to their email haven't had a response. Tried calling complaint line it plays a recorded message and cuts you off. Called Tui store they referred back to completing on line. Cant actually talk to a person. So disappointed we didn't get the holiday we paid for which took us 2 years to save for. Wont be booking with Tui and won't return to Atlantica mare Village Paphos.