After booking in we were placed next door to the family entertainment bar and after spending most of the past 12 hours travelling we decided to get some sleep.....not a chance. The bars speaker system was at the most 12 inches away through a thin wall. We new the bar closed at 1 am and as sleep was impossible we sat it out yet be - time the bar had closed and groups of people had left it was 2 am. When we awoke the sight that we saw made my wife run too toilet to be sick, the sheets had excrement on them which was dried into the sheet. I removed them and demanded to see a manager to see what we had found.....90 mins later a cleaner and supervisor turned up and they basic tried to say we had done it completely made me see red then suddenly it changed too...it is an iron burn which was total rubbish. An apology followed and the matter to them was over!! After another few hours sleep we demanded a move but were told that only one room available with no balcony or terrace just a small window so again no sleep that night.
Upon being given a new room my wife decided to make some tea (on hob as no kettles provided) but upon turning hob on it promptly blew which meant no tea no cooking facilities, yet the most worrying thing was even though the trip switch was in the OFF position all electrics were on! After going to complain 3 times the hob was changed late afternoon the NEXT DAY.
Oh just one more thing....FOUR DAYS of road drills working not even 40ft away from pool area in the hotel grounds, which surely should have been made aware to people about to stay at the hotel.
A true holiday from hell.For the disruption caused we were offered ...................£42.00
NOT ACCEPTED !!!!!
Travel operator: Teletext holidays
Travel operator: Thomas Cook
Now I was not expecting luxury as the hotel was advertised by Thomson as a 3 star hotel, on arrival I found out this is not true as it is in fact a 2 key apartment complex. Never the less we checked in where they told us we were in room 203 on the second floor of the back of the hotel, I thought fantastic as I don’t like being on the ground floor due to bugs and other problems that may occur.
On opening the room door I was greeted by hundreds of ants running around the floor of the bathroom and hallway. On closer inspection I found the ants were coming out of a rotting door frame in the hallway. I went straight to reception who said they would send someone to "fumigate" the room. As you will agree this is not acceptable.
My girlfriend and I went to dinner whilst we expected this to be sorted. The food at the Hotel I can only describe as disappointing. Yes there was a selection of food however chicken on the bone was always pink inside which will make you ill, and there is not enough chips as people were queuing for at least 10 minutes to get chips.
On returning to our room we found that the number of ants had decreased and went to bed. On waking up in the morning I was realising that the ant problem had not been solved when my girlfriend screamed from inside the bathroom where there were maggots on the toilet roll and in the bath. Again as I am sure you also appreciate this is not acceptable. I told my girlfriend to grab her suitcase as we were not staying in this room any longer. As I wheeled my suitcase out I heard a crunch as I had just ran over a cock-roach.
I explained to reception that this was not acceptable and they offered us another room on the second floor, which was on the opposite side of the hotel complex. I was "guaranteed" that I would have no cockroaches again.
We moved into the new room and the room seemed ok. So we went about the day’s activities. That evening after dinner we returned to our new room only to open the door and see a cock-roach running around the room which then disappeared into a hole in the door frame. My girlfriend ran to reception to get someone, a night watch person who simply sprayed the hole with a spray. As if that would help. I then thought that I must be expected to solve problems on my own so filled all the holes I could see with wet toilet paper. The following day I spotted something on the curtain which looked like a black mark so I had a closer look and it was yet another cock-roach. Again my girlfriend returned to reception to as for someone to sort the problem, she return to the room to tell me that reception would send someone in "half an hour to an hour". Over an hour and a half later ( I managed to watch an entire women’s world cup football match) I had to go to reception to get someone as no one had arrived. The manager told me he would send someone immediately to "fumigate" the room, now in the UK we must have a different meaning to the word fumigate as a maid arrived smacked the cockroach with a broom, swept it out and then said the room had been "fumigated", not only this but I looked on the work top on the kitchenette to find at least 20 ants walking around and after looking on The head board on the beds we found ants trailing across both beds and the table eating a dead moth on the floor.
After a lot of complaining on Thomsons Holidayline which charges you to ring them they stated that there is a cockroach problem in Tenerife and they would have me moved to another room, moving room will not achieve anything. We finally moved to a third room on the third floor, after 4 days on "holiday" where luckily we only had one more cockroach encounter.
There was always enough space in the pools and they were never over crowded. But when it comes to sunbeds this beats anything I have ever seen before. It is tradition to put towels on sunbeds early in the morning and I can understand people doing that, However, at 3 a.m I feel that is unacceptable, I know it was 3 a.m because I had come back from a bar and went onto my balcony to see only 10 sunbeds free while people placing towels on sunbeds and re arranging parasols.
I managed to find 2 sunbeds at half past 6 in the morning on 2 occasions but apart from that I waited until 5p.m before bothering to try and find some, I spoke to a couple one of which usually wakes up at 5 a.m and could not find any sunbeds on more than one occasion.
All inclusive seems a bit of a joke as when it comes to alcohol it is all inclusive for beer, soft drinks and 5 spirits anything else they would pour the drink and then ask for you to pay for it. Peach snapps and lemonade was considered a long drink.
The actual resort of Puerto Santiago is quiet but has some shops and bars (route 66 on a Sunday -Thursday night had a fun tribute band called old dogs new tricks which we saw every night they played on our holiday) but if you want to stay in Puerto Santiago and can’t afford to go to the Barcelo instead I would stay in the UK and go to Butlins for a better Holiday.
A few daytime bar staff by quieter pool miserable but desk staff very helpful and dining staff very cheerful, helpful and friendly, great with the kids. Entertainment, didn’t visit, could be noisy on balcony but once in bed could hear nothing due to bedrooms position. Never visit same hotel twice!!
Lets just say lifeguard was blatantly not trained and only stayed by the busy noisy pool. But after a couple days of being there one 'appeared' at the second quieter pool.
Let me please explain to you all that intend staying or think it was clean. On booking the holiday I asked specifically for a disabled hotel/apartments as my Father and Auntie are disabled, walking is very difficult for them.
The travel agent in England assured me that the hotel was disabled friendly, however she could not guarantee the location was disabled friendly. With this knowledge we still commenced with the booking as the hotel looked beautiful in the brochure and my Father and Auntie would have been very happy to sit by the pool and just amble about. I asked the travel agent to put my parents and aunt in a disabled room, the room she booked was a ground floor for them as she said there will be no stairs. My husband and children were not bothered where we were put as we have no physical disability. We asked the travel agent if it was a quiet place she said yes it is mostly for families.
How wrong she was there were no facilities for disabled as even the ground floor had stairs up and down the corridor.
The noise from the so called family entertainment was horrific with loud music; the room stank and was filthy. I immediately went to the desk to ask to be moved they did this and once again the rooms were disgusting. All in all they changed us 6 times and the rooms just got worse. We stayed in the last room on the third floor as time was running out none of us had eaten and we were all tired.
The next day we went to the rep and she told us she would contact the UK and get back to us, we waited and waited until we had to find her. At this time there were three reps and they basically said the UK would not do anything as there was no reference to the disabled, of course we continued to argue our case and eventually they found us a room that was just OK it was not as dirty and the bedding was clean. I had bought some cleaning stuff and made it as clean as possible for our stay.
We went down to the lobby one morning and there was a Queue a mile long all complaining about the same things we had, in the end the rep broke down crying.
Speaking to the local restaurants etc they told us that the hotel had a bad name and people were always complaining.
The area itself is a beautiful place with very friendly and cheap restaurants and the beach is welcoming and clean.
We have film of the rooms and film of cockroaches on plates and in drinks bought from the bar.
I understand that cockroaches live in hot countries and I am not stupid to the fact they can be anywhere even if you do clean, however there were no traps laid to catch them and they were not even bothered in the dining room that they were running across plates.
Travel operator: thomas cook
Travel operator: Thomas Cook
Travel operator: thomas cook
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