Guests often praise the on-site teams and the wide mix of activities. Many also say the website and online booking are clear and easy to use. Several reviews point to poor phone support and problems with the mobile app when managing bookings or resolving issues. A small number mention noisy rooms, unexpected upgrade charges, and shortages for certain activities.
Examples from available reviews (Sep 2025 – Mar 2026).
Great tennis coaching, comfortable rooms, beautiful location and food.
“The tennis coaching was fantastic with enthusiastic, helpful and fun coaches.”
Resort staff were good but Neilson's customer support failed during travel issues.
“ridiculously and comically bad customer support”
Impressed overall, but app was useless and padel booking impossible.
“app pretty useless”
Good price, activities, superb food and hardworking staff made holiday great.
“Great price and choice of activities.”
Many reviews point to staff performance as a standout strength. Guests describe activity coaches, resort hosts, and kids-club teams as energetic and helpful. A minority also mention agents handling cancellations and complex travel plans in a professional way.
Several reviewers feel the package is good value and offers a wide choice of activities. Food quality and upbeat staff also add to the sense of value. A few comments note extra charges for room upgrades as a downside.
Many reviews describe website booking as clear, quick, and easy. The app and some activity bookings (padel, foiling) draw repeated criticism. A small number of users report website errors that affected booking details.
Many guests consistently praise the hotel facilities, coaching (tennis, fitness), and food. A few isolated accounts mention noisy rooms, poor room allocation, and confusion about the board basis. Limited mentions also point to equipment shortages for niche activities.
Guests often praise frontline staff and named employees for being helpful and clear on calls. Multiple reviews describe long hold times and customer-support failures during travel problems. Some comments also point to uneven communication from the sales team.
Most reviews describe fun, activity-filled holidays backed by strong on-resort staff. The harshest feedback centres on call-centre failures, app issues, and occasional room problems. Overall, reviews split between excellent resort experiences and service breakdowns away from the resort.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Quotes shortened · As of: March 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 runs activity-focused resorts and day programmes. It offers coached sports such as tennis, padel, and watersports, along with kids clubs and daily fitness classes. Customers can book via a public website and a mobile app, with flight and package options available. Resort teams include hosts, activity coaches, and on-site customer-service staff. The operator oversees its holiday properties, activity equipment, and organised coaching schedules across resort locations.