“Great, quality hotel - ideal for couples”

What a lovely hotel, staff were fab, the highlight each day was breakfast outside on the terrace - food and views outstanding The hotel is built in way that it didn’t feel big, lots of different areas and bars Would come back again, it’s near enough to walk to beach and town but far enough awa... more

What a lovely hotel, staff were fab, the highlight each day was breakfast outside on the terrace - food and views outstanding The hotel is built in way that it didn’t feel big, lots of different areas and bars Would come back again, it’s near enough to walk to beach and town but far enough away that it’s private

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“Very Disappointing.”

I should start by stating that we stayed at this hotel, on a half board basis and NOT on "The Level" We did get in touch with the hotel before we arrived, to ask for a quiet room if possible, and for a double bed rather than twin beds. We booked the package and travelled with Jet2. On arrival, I... more

I should start by stating that we stayed at this hotel, on a half board basis and NOT on "The Level" We did get in touch with the hotel before we arrived, to ask for a quiet room if possible, and for a double bed rather than twin beds. We booked the package and travelled with Jet2. On arrival, I was impressed with the cold flannel and complimentary glass of cava, a welcome refreshment! We were taken to our room which as on the third floor. One lift, no stairs! First impressions of the room weren't too bad. Quiet and away from the road, which is what we asked for. It seemed clean, the coffee and tea all seemed in order. So far so good. However, it just goes downhill from there I'm afraid! The coffee was only replenished once, and that was on day 4 when I went to reception to ask when they are supposed to be replenished. The receptionist informed me that room service were responsible, every day! I told him we had never been topped up, he told us he would deal with it. By the time we got back to our room, perhaps a couple of hours later, the coffee and tea had been topped up. And never done again! We asked the maid one day, she apologised but explained it was room service! Another trip to reception! This time we were given coffee and cream by the receptionist! The shower in the room wasn't too bad, but the floor tray was obviously blocked, as it soon filled up and overflowed mid shower! We mentioned it to reception just before going to dinner and by the time we returned to our room that night, it was fixed. The toilet flush was also temperamental, and that seemed to be fixed at the same time. Our safety deposit box in the room was low on battery, and therefor wouldn't lock. Again, one mention to reception, and within 10 minutes, the maintenance man was there changing the battery. The cleanliness of the room was ok, but I'm not sure the floor was ever mopped in the 7 days we were there! The floor was sticky, and when I noticed how dirty my feet were, just 10 minutes after a shower, I decided to wear slippers all the time! And what 5 star establishment gives holy towels to guests? The food was quite disappointing. Some days good, some not so! The layout in the restaurant isn't very practical, the freshly cooked food orders being in the middle of the counter, between other already cooked hot food and the vegetables. It resulted in a crowd of people standing around the middle of the counter, while others want to put veggies on their plates! Breakfast was okay. The pool area isn't as huge as I was led to believe by the hotel, and Jet2's description, in fact, I don't really think it's large enough for the number of people staying at the hotel! It was often difficult to get sunbeds, because, despite me reading that the reservation of sunbed's forbidden, guess what? People reserve their sunbeds, putting towels on them and disappearing for two or more hours! I saw it first hand. The sunbeds next to ours one morning, had towels on when we went down at 10:15am, nobody actually showed up to use them until 1pm! So much for the so called "1 hour" policy! The water was quite cold too. On a positive not, all the staff we had dealt with, were very polite and friendly and professional. The receptionist took ownership of our problems, and they were sorted very quickly (apart from the coffee fiasco!) but you shouldn't have to go to reception every 5 minutes, with the silly problems we encountered, especially in a supposed 5 star hotel! Jet2 claim the hotel as 4star+ I would say it is just about scraping into the 4 star category, nothing more. I wouldn't stay here again, I don't see why I should have to pay extra money, just to receive the sort of service I initially paid for anyway. The two tier system isn't for me.

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“Some good points. Some bad. Sadly won’t be revisiting.”

Some good points. Some not so good. We booked a Level Junior suite (room 301). Room itself was great. Very spacious, fantastic bed/linen. and cleaned every day. Excellent views. However we found out on the first evening that the lights on the balcony didn’t work. Whilst no great disaster we rep... more

Some good points. Some not so good. We booked a Level Junior suite (room 301). Room itself was great. Very spacious, fantastic bed/linen. and cleaned every day. Excellent views. However we found out on the first evening that the lights on the balcony didn’t work. Whilst no great disaster we reported the issue the following morning as we usually enjoy sitting out of evening enjoying a drink and watching the world go by. Despite a visit by 3 different maintenance men and us reporting the problem a second time it remained unresolved. Second issue was the telephone in the room. Again not something that you expect to have to use but on the one occasion we did need to use it in an emergency we found it wasn’t working. Again the issue was reported to the reception staff but sadly not fixed. Location of the hotel - there are lots of steps from top to bottom of the hotel and a lot of walking between the various lifts. The hotel sits at the top of a steep hill and is a 5/6 min walk from the nearest mini market. There are larger shops around a 10/12 min walk away. The main area of Costa Adeje with more bars/restaurants and the beach is around a 20 min walk away but again very little of the walk is on the flat. On the few occasions we ventured out we used a taxi back to the hotel (around €6), which was well worth it. The Level Lounge (on Level 4) - the area was very nice with great views. Breakfast was al a carte. Limited choice but very nice food. Lunch time (12-2). Food/snacks very limited with little choice which was very disappointing. However between 4:00 & 6:00pm (Happy Hour) there was a wider selection of food and snacks which would have been ideal served earlier in the day for lunch. Soft drinks along with bottled water, Prosecco, wine and a limited selection of spirits were available all day but between 4-6pm there were a larger selection of spirits to enjoy. Level Pool - Level 5 Nice pool with plenty of sun beds but lots of them right on top of each other and some areas don’t get much sun until after midday. Must make a special mention to Ramon who worked around the pool all day looking after everyone, bringing drinks to our sun beds with a constant smile on his face. A credit to the hotel. Sadly the same couldn’t be said about Julia who worked around the pool & the Retama bar. Very unwelcoming and didn’t leave a very good impression. Mosaico restaurant - always greeted with a smile & a warm welcome mostly by either Angelica or Carlos at breakfast or dinner. Selection of food for breakfast & dinner was great. Something to suit everyone’s taste. Always hot & tasted lovely. Fantastic views sitting outside on the terrace. Should also mention the really friendly service from both Daniel & Neaves …again 10/10 for both. Overall a reasonable holiday/hotel. Some good & some bad points but sadly not one we’d revisit.

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