Сервиса нету, далеко не 5 звезд No service, far from 5 stars

We arrived at 21.00, did not want to check in because Tui did not make a reservation for us. Paid 100 dollars and gave a room after 3 hours. We arrived with two children 4 and 7 years old, the children were crying, they wanted to eat and sleep. The adventure didn't end there. The next day, we met with the guide at 15.00, the guide Rahman, the Tui company, is a rare boor! He was simply told about our situation with the settlement (at that time the money had not yet been returned), he only got nasty in response - he asked if there were any more questions, ask the day before departure, ask about the ticket at the reception. Nothing about hotels or excursions! Today is the 3rd day of rest - a lot of people came to the hotel in autumn. It can be seen that the hotel was not ready for such a large number of people. For dinner, everything was sorted out instantly, the queue for everything - I'm attaching a photo. No fruits. I think it's a long way from 5 stars!