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
Great holiday overall but poor call-centre communication and clunky app.
“poor communication”
Good hotel and staff but not all-inclusive and several service shortcomings.
“Not all-inclusive!!”
Childcare and activity coaches were excellent and energetic throughout.
“Eva was excellent with our son in Sharksters.”
Resort host and activity teams were friendly and made learning fun.
“Our resort host Benji was brilliant”
Neilson handled a cancellation compassionately and found a suitable solution.
“helping us so quickly and with compassion.”
Resort staff were good but Neilson's customer support failed during travel issues.
“ridiculously and comically bad customer support”
Mostly excellent stay with helpful staff, good facilities and minor niggles.
“Neilson staff exceptional, as always.”
Allocated a poor, noisy room and required paid upgrade to move.
“unless we were prepared to pay a further £800 for an 'upgrade”
Repeat customer praising seamless service and outstanding kids club.
“The kids club in particular is outstanding.”
Longtime customers frustrated by poor communication from sales teams.
“lack of communication from the customer service/sales teams”
Excellent staff, facilities and food; minor food-ordering inconvenience.
“The staff, facilities and food were all incredible.”
First Neilson holiday exceeded expectations with great staff and activities.
“The food is special, the staff are all amazing, the activities on offer are excellent”
Extensive activities and friendly staff made the holiday highly enjoyable.
“There were 12 exercise activities a day”
First Neilson holiday was excellent with great staff and activities.
“everything was 10/10.”
Positive first-time beach club experience with supportive staff and activities.
“Amazing!!”
Great tennis coaching, comfortable rooms, beautiful location and food.
“The tennis coaching was fantastic with enthusiastic, helpful and fun coaches.”
Generally great holiday but loud WOD deck music sometimes disrupted coaching.
“very loud music from the WOD deck made it almost impossible to hear”
Neilson holiday was great but padel booking via app needs improvement.
“having to queue for Padel Tennis every day”
Impressed overall, but app was useless and padel booking impossible.
“app pretty useless”
Shared resort experience felt different, with noise and a credit issue.
“not like other real Neilson resorts.”
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.