Terrible experience of a totally mis-represented hotel
After experiencing many all inclusive holidays and totally enjoying them this hotel was worse than below par. 5 star? 3 would be kind. The staff were extremely rude. We were actually screamed at by a waitress on our first morning for touching a coffee pot whereas the previous evening we had been told everything was serve yourself. Even the foul free wine-God knows no shop would stock that, you pay for everything so this is not an AI experience: safe, wi-if, towels, international brand drinks AND the mixer they put in. Junior Suites are bigger - by 3 feet, so on average £100 per foot. If you want a sun bed be up before 6. The staff DO NOT stop guests reserving them and the lobby starts resounding with the stampede for the pool from 5am. Food was ok. Room was not clean enough -drop something under the bed and be stunned. We had a broken toilet which we reported on day 1. Never got fixed so 2/3 of our bathroom towels every day were employed soaking up the water. Last day en route to airport we were told for a prize draw we would be 'given' feed back forms. This actually meant a rep asked for your name,address and telephone number.....and then walked off with the forms to naturally complete themselves. Outrageous! We have taken photos for an official complaint.
September 1, 2014
I have said that I will not recommend this hotel, because I was expecting more for the price we paid for. I feel that we have overpaid for our stay.
To start with the positive: staff was friendly, hotel was very clean, as well as our room; furthermore we had a great variety of food and drinks. This is what even an average hotel would offer.
However I feel that the access to WI-FI is extremely high priced and should be offered for FREE. Also access to the safe should be offered for FREE (the most a deposit should be paid); not enough sunbeds available at the pools; there have been occasions where we had to sit at the bar. I find it very annoying that people can come and leave their towels and not use the sunbeds;(This should not be allowed). Facilities in the room should be improved: perhaps some fruits/pastry should be made available, as well as a kettle so you can make a tea, and others. As I mentioned I have stayed in average hotels, where I paid much more less, and they had more facilities to offer, as well as free WI-FI and the use of the safe. The fact that we had to pay for this last 2 things, have disappointed us right at the beginning of the holiday; and then further with the lack of sunbeds.
Also for Thomas Cook: I was a bit disappointed that our seats on the plane have been changed, even though I have paid for those seats; I feel like asking for my money back!! And also the trips they offer at the hotel are much more expensive, then if you were to go outside of the resort and find your own. We found prices, where with Thomas Cook we would have paid double!!
July 21, 2014
Best hotel by far!
We stayed ten nights over Easter 2014. Absolutely no negative comments. The food was outstanding, the rooms were spotless and cleaned every day. Beautiful surroundings. Even our 11 year old daughter loved it. Will defiantly go back. The staff were very friendly and nothing was too much trouble. The on site Asian restaurant was excellent.
June 2, 2014
Me and my boyfriend have just returned from our first holiday away together and it was amazing. The hotel, room, facilities, staff, food, service, reps, everything was perfect. We paid for a weeks wifi €25 purely to keep in touch with family on iMessage/FaceTime instead of having a big phone bill when we got home but you had to enter a code every time you wanted to go on it and it stopped working after a couple of days. The maids were noisy in the mornings too but other than that everything else was faultless. There was such a mixture of people there young couples, family's, older couples there's something for everyone. I would recommend it to anybody!
May 29, 2014
Great hotel & holiday but some improvements needed
Great hotel and location if you are looking for a chilled out and relaxing holiday. Grounds, rooms and food very good but let down by silly little things that with a bit of training and attention to detail would make it fantastic.
1. Given the size and layout of the hotel complex it would be helpful if reception staff told you on check in that you need to pay for safe keys and pool towels. Have no issues paying deposits etc for them but it took two separate trips back up to reception to finally establish this with staff.
2. We arrived mid afternoon and after check in tried to book the 3 al la carte restaurant dinners you get each week. Was told to come back the following day because we hadn't been loaded up onto the guest relations system. When we did come back the following day we didn't get the restaurant / time options we wanted as they had all been taken which was disappointing.
3. Staff in restaurant and housekeeping always very efficient and friendly but bar staff were quite rude and very uninterested in serving guests. Also the all inclusive cocktails they serve are pre-mixed and quite frankly undrinkable.
4. Don't understand why in this day and age you need to pay €25 per week for the privilege of using a hotel WiFi. If you need to use WiFi visit the sports bar in the plaza next to reception, buy a drink and you get free wifi. Staff in the bar and the shops in the plaza were also fantastic and really friendly.
Despite these little things the hotel is great and would certainly consider going back, next time with our two young daughters as there seemed to be plenty for kids to get involved in.
May 26, 2014
Hotel Description - On Thomas Cook web site this hotel is described as 5*. When searching online for a holiday and putting in 5* the hotel is displayed. This hotel is not 5* it is officially 4* but in my opinion it is barely a 3*. We spoke to many people in the resort who echoed our thoughts over this.
Room Facilities - No coffee/tea making facilities, very poor sound proofing, inadequate air conditioning, ceiling fan not working, poor quality squeaky beds, insufficient hangers, poor quality and far too small bath towels, no iron.
WIFI - No free wifi even in the lobby. This is normally free in a 5* hotel which we had thought we had booked but instead we had to pay €25 per week. All Inclusive is not All Inclusive.
Food - The buffet restaurant food was at best warm and at worst cold. There was a lack of choice in vegetables and types of potatoes. The Portofino Italian Restaurant was poor quality with the chicken overcooked, dry and unappetising. The other a la carte restaurants were of a better standard with the best being Casa Bonita and the entrecote steaks closely followed by the Mexican.
Lobby Bar - The staff in this bar had no interaction with customers and looked as if they did not want to be there, that is unless you have given them a tip when suddenly you would become the most important customer in the hotel. Not a good example.
Cocktails - These were disgusting and undrinkable. They were pre made and held in large bottles. A "Love on the beach" and "Tequila Sunrise" not only looked identical but they also tasted identical.
Sun Beds - Uncomfortable and very poor quality. While lying still on one at the infinity pool the leg broke off.
Infinity Pool - At the welcome meeting the rep told us that the infinity pool was adult only. We could not find the adult only area and asked her about it to be told that the hotel wanted it to be adult only, and told her to promote it as adult only, but they had not taken any action to make it so. Another big disappointment.
Check in - We had to wait a long time to check in due to the length of the queue. After being given our room key we were not told how to get there, there was no porter service, we were not informed that you had to pay for a safe or even asked if we wanted a safe. Having been travelling for such a long time it would have been nice to have been offered a welcome drink while waiting.
Jacuzzi - the jacuzzi at the infinity pool was unusable as there was freezing cold water in it. Surely this should be heated for the comfort of the guests.
Flight - This was very uncomfortable with the amount of leg room ridiculously small to the extent that if we had to assume the brace position it would have been impossible.
This was one of the most disappointing holidays we have ever been on. Do not go to this hotel if you want to have a good holiday as its only good point is the housekeeping staff.
May 2, 2014
Good place to relax in the sun.
Stayed over Easter 2014, hotel very busy, staff very polite, cleaners provided excellent service. Liked the set up for drinks at the lobby bar. Food pretty much what to expect from an all inclusive, plenty of choice with the option of themed dining experience three times for a weeks stay. Only downside was the lack of sun beds, should be enough for full capacity of hotel, due to hotel being very busy. That would stop people getting up in the dark to reserve sun beds around the pool.
Overall a great week in the sun.
April 29, 2014
Wonderful potential, but not quite realised
The hotel buildings, grounds and pools are quite stunning. The food is really good with a fine choice of a la carte dining available. The service is good, and the hotel is kept in pristine condition.
However, it is a BIG hotel, and the hotel does not adequately cater for the number of guests with respect leisure activities. The hotel gym has only one running machine and one cross trainer, both in constant use. There are also some weights. It simply isn't enough for the people who want to use these facilities. There is one tennis court for this and the sister hotel, and only one 'tired' table tennis table in the hotel. With a little extra investment in more facilities it would tick all the boxes.
Sun beds are all taken by about 8am, and the hotel don't control misuse (people putting towels on beds and then going out for the morning/day). The hotel staff weren't really interested in our complaints, although the Thomas Cook reps did take up the fight on our behalf.
The hotel needs to make these improvements. There is nothing much to do in the surrounding area, without taking a bus/taxi into Costa Adeje.
April 28, 2014