Reviewers consistently praise Neilson's on‑site coaches, activity teams and many resort hosts, with frequent positive remarks about food, equipment and the range of activities. Several guests report practical issues with the booking app, padel booking queues and online room allocations. Company‑level communication and arrival support are recurring concerns for a notable minority, and some customers raise extra‑charge issues such as single supplements or upgrade fees. Prospective travellers should check exactly what is included in their booking, confirm arrival/transfer arrangements, and consider requesting room preferences in advance where possible.
Examples from available reviews (Sep 2025 – Feb 2026).
Resort staff were good but Neilson's customer support failed during travel issues.
“ridiculously and comically bad customer support”
Good hotel and staff but not all-inclusive and several service shortcomings.
“Not all-inclusive!!”
Extensive activities and friendly staff made the holiday highly enjoyable.
“There were 12 exercise activities a day”
Resort host and activity teams were friendly and made learning fun.
“Our resort host Benji was brilliant”
On‑site teams, coaches and resort hosts are frequently praised for energy and helpfulness; a minority report poor head‑office or check‑in responses that affected their stay.
Several reviewers report unexpected extras (single supplements, upgrade fees, transfer costs) and confusion over inclusions; a smaller number describe good value for food and activities.
Multiple guests describe the app and online booking as clunky or unreliable; padel booking queues and automatic room selection have caused practical problems for some.
Facilities, equipment, food and activity provision are often described positively, but recurring reports note noisy areas, poor room allocations and some basic room amenity issues.
Company‑level communication and arrival/airport support attract frequent criticism for poor responsiveness; a few reviews highlight helpful, compassionate individual staff handling problems well.
Most reviewers describe very positive holidays with strong activity programmes and friendly staff; a minority say booking or support problems substantially affected their enjoyment.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Quotes shortened · As of: February 2026
Fans of Neilson, booked twice, praising food and hardworking staff.
“The food is amazing and the staff work so hard”
Fans of Neilson, booked twice, praising food and hardworking staff.
“The food is amazing and the staff work so hard”
Staff were helpful with payment procedures.
“Helpful with payment proceadures”
Staff were helpful with payment procedures.
“Helpful with payment proceadures”
Booking online was easy but room selection wasn't available at Levante.
“Easy to book online.”
Booking online was easy but room selection wasn't available at Levante.
“Easy to book online.”
Agent was understanding, patient and provided helpful booking options.
“Excellent customer service, the agent was very understanding and patient”
Agent was understanding, patient and provided helpful booking options.
“Excellent customer service, the agent was very understanding and patient”
Booked online but couldn't reach Neilson by phone due to long hold.
“I was on hold for ages and gave up!”
Booked online but couldn't reach Neilson by phone due to long hold.
“I was on hold for ages and gave up!”
Good price, activities, superb food and hardworking staff made holiday great.
“Great price and choice of activities.”
Good price, activities, superb food and hardworking staff made holiday great.
“Great price and choice of activities.”
Fantastic holidays with great service and website.
“Fantastic holidays, great service and great website”
Fantastic holidays with great service and website.
“Fantastic holidays, great service and great website”
Website was clear but desired more room choice.
“Good website and clear.”
Website was clear but desired more room choice.
“Good website and clear.”
Customer service was excellent and very helpful throughout.
“Excellent customer service”
Customer service was excellent and very helpful throughout.
“Excellent customer service”
Customer service was good and responsive.
“Good customer service”
Customer service was good and responsive.
“Good customer service”
Online booking was clear and easy; excited to return.
“Very clear, easy process.”
Booking online was very clear and easy to use.
“Very clear, easy process.”
Booking process was straightforward and easy to complete.
“Straightforward”
Reviewer described their experience as straightforward.
“Straightforward”
Insufficient foiling equipment and a website error disrupted booking.
“Need to buy more foiling equipment!”
Foiling equipment unavailable and website error caused lost booking information.
“Need to buy more foiling equipment!”
Agent organised complex travel professionally and provided helpful local advice.
“All seemed very professional whilst, personal at the same time.”
Agent organised multiple travel arrangements professionally and personally.
“Agent organised everything”
Straightforward booking process and good last-minute flight options.
“Straight forward process”
Straightforward booking process with a last-minute deal and sensible flights.
“Straight forward process”
Booking call handled well despite agent not having visited the new site.
“a simple telephone transaction well handled.”
Phone contact hadn't visited site but handled the telephone transaction well.
“a simple telephone transaction well handled.”
All communications with Rebecca and colleague were good.
“All Coms with Rebecca and her coleegue were good”
All communications with Rebecca and her colleague were good.
“All Coms with Rebecca and her coleegue were good”
Website was clear and easy; booking confirmation arrived quickly and map suggested.
“The web site was clear and easy to use.”
Website was clear, confirmation email quick, suggested adding a hotel map.
“The web site was clear and easy to use.”
Consistently good, great value holidays and excited about padel.
“Great value holidays.”
Reviewer finds Neilson holidays great value and is excited about Padel.
“Great value holidays.”
Booking process was simple, easy and quick.
“Simple easy to book”
Booking was simple and easy.
“Simple easy to book”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Neilson Active Holidays is a UK holiday operator specialising in activity‑led beach and sailing breaks in Mediterranean and European destinations. The company focuses on coached watersports, tennis, fitness and family activity programmes delivered at partner hotels and dedicated Neilson resorts. People researching reviews typically look for information on on‑site coaching standards, accommodation quality, inclusions and customer support at arrival and during travel.