“Good - but could be better. Especially the food”

We came during the school holidays. Arrived late at 1am and the staff put us on a cold dinner in the restaurant for just us which we thought was lovely and well needed after a long day travelling, I am also 5 months pregnant. Rooms are dated but feel traditional and homey. Lovely spacious rooms ... more

We came during the school holidays. Arrived late at 1am and the staff put us on a cold dinner in the restaurant for just us which we thought was lovely and well needed after a long day travelling, I am also 5 months pregnant. Rooms are dated but feel traditional and homey. Lovely spacious rooms and lots of storage. The shower pressure was intense! Nearly took my skin off but easy to turn down so not a problem. Liked having 2 double sinks and separate toilet and bidet area. Had a Mountain View which I would also recommend but only 2 chairs on the patio even though the room sleeps up to 4. There were 3 of us in the room and my daughter slept on a pull out sofa. Not the comfiest but she slept ok. Safe was free and a little mini fridge (empty) is also in the room. We stayed half board and found the breakfast excellent. The lunch was passable (just) and the dinner was just ok. No doubt we always found something to eat but found some of the dishes a little weird and not tasting very nice if I’m honest. Lots of “dated” dishes and things in sauces. Pizza was good so pizza and chips filled us if necessary. Only 1 day did we find nothing to our liking, even the desserts were slightly strange. Annotations of dishes could be better and accurate. Sometimes they weren’t changed or we didn’t know what we were eating. Trouser rule needs to be abolished in 2024. Men have to wear trousers up until June otherwise you will be turned away. It’s a dated hotel and even classy ones don’t abide by this out dated rule these days. Drinks from the bars cocktail and mocktail wise were ok. Saw that people who were AI had to pay supplements on quite a few things, again glad we only went half board. Aguita lunch bar outside was again just ok. Expensive for what it is and was just passable. Pools were ok although never saw them get cleaned. Not really lifeguards about, just 1 sat inside the towel exchange. Can not see all the pools from there. Bits of plasters or hair around the pools that sometimes were there for a few days. Daughter cut her foot and nose 9 times during our stay on something sharp underneath the bridge in the main pool. We mentioned it to lifeguard and animation team and got some gauze and cleaning liquid. Needs looking at during renovation. Pool above the glass ceiling was very cold and couldn’t go in that one. Liked that the pools were quite shallow for the kids and not too deep. We liked how open the hotel was, as we were on the 4th floor it was nice that the sun was shining in and decorated with lots of plants and botanicals. Staff were relatively friendly, more so on reception, really lovely people working o n there. People in restaurant and bars just ok. Kids mini disco was really poor. Daughter went once and not again - nothing on stage just an animation member dancing on the floor with the kids. Daughter found it really boring and that was it. Not much entertainment for children. Arcade most things not working or switched off so wouldn’t bother with that. All toilet facilities were always really clean. Our room got missed 3 times for cleaning so we had to mention it to reception and they just sent some clean towels. The grounds are lovely and clean and rooms were done well apart from floor and balcony never swept. Also the pool areas never saw anyone taking testing or temps of the pools to maintain levels. Evening entertainment not for us. Was quite old fashioned and more catered to older guests. People singing 60s and 70s songs etc so we went out most evenings. We love Tenerife and we had a good time there’s just many niggless here I feel like need to be addressed. Hopefully will be when the hotel closes in January for its much needed renovation. Hopefully food will be better, pool cleanliness better and entertainment better. I don’t think we will return as a young family as we stayed at the Bougainville last year and this was exceptional compared to the gran. I can see why regulars like it if you are 50+ but as a young family maybe not for us.

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“Okay holiday but spoilt at the end”

So the hotel itself is very questionable how it is retaining 5 stars, all facilities are dated, from pool area to rooms to reception. But it is reasonably priced and we were okay with that. The sunbed wars are a reality here, again for me it’s poorly managed as every paying guest should not hav... more

So the hotel itself is very questionable how it is retaining 5 stars, all facilities are dated, from pool area to rooms to reception. But it is reasonably priced and we were okay with that. The sunbed wars are a reality here, again for me it’s poorly managed as every paying guest should not have a problem getting a sunbed. My biggest issue was when asking for a late check out I was told it wasn’t possible as our room was being prepared for another party, okay no problem can I pay to move to another room as our flight is late in the day. No we are full. All the hotel search sites were listing that they had all room types available, so I went back to ask to speak with a manager, the same lady asked me can I ask what it’s about, so I said I wanted to make a complaint. I watched her talking in the back with the manager after she came out she said she’s busy I will take your number and she will call you. No thanks please go back and ask for a time for me to come and meet her. She comes back and directs me to customer service manager, who really does come out with a load of rubbish that really made no sense. She then went over and like magic they found a room, on reflection I wish I hadn’t paid the 65 euro for it as I should not have given them another penny, just no courtesy to all the hassle I’d had at the end of a holiday. Longest review I’ve written for a while but the lies really narked me.

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“Poor staff attitude to strict evening trouser policy started our holiday off on a bad note.”

We (8 people) arrived with 10 minutes remaining in the restaurant and were turned away because I was wearing shorts. Could/should have said they could make an exception that evening, but no. Looking around, crop tops, flip flops, scruffy trainers, tracksuit bottoms and baggy jeans were acceptabl... more

We (8 people) arrived with 10 minutes remaining in the restaurant and were turned away because I was wearing shorts. Could/should have said they could make an exception that evening, but no. Looking around, crop tops, flip flops, scruffy trainers, tracksuit bottoms and baggy jeans were acceptable but smart chino-style shorts were not. This policy is in place from October to May. The attitude of the staff and the way they handled it was not representative of a supposed 5 star hotel; we were left waiting for a manager and finally agreed entry after a public humiliation. On a positive note, the policy of not allowing reserving of sunbeds was very welcome. The hotel, although slightly tired in places, is immaculately clean and rooms large with plenty of cupboard space. Food in the restaurant was good and enough variety for a week stay. The bar staff , especially in the forest area, were helpful and friendly. However, despite this, the attitude of some staff let this hotel down and their attitude is far from a 5 star experience. Based on that, I'm not sure I would recommend this hotel, which is a shame.

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