When we first arrived the queue to check in took over an hour and a half, to be greeted by an unhappy, grumpy receptionist that gave us our package - didn’t explain much about anything (this is our first all inclusive stay).
I explained to the receptionist I had realised I’d left a bag on the shuttle by mistake with all of my medication (I suffer from Crohn’s disease and I am also 10 weeks pregnant.) and also my bank card - I asked if they could contact the shuttle or in anyway help to be told “this is not our problem”..
The phone in the room did not work and it took a technician over 5 hours to come to the room - when he did he didn’t speak any English and was also rude, acting like we were idiots but he also spent time trying to call the number which wouldn’t connect - we have now been charged for this call although I had to turn my mobile off aeroplane mode and use my own mobile to call a Spanish number.
It doesn’t stop there..
- staff members preying on ya young girls, constantly asking for our number or Instagram accounts, constantly trying to ask us to ‘disco’ and making us feel extremely unsafe and uncomfortable - especially my sister who is only 14 years old.
- staff taking photos of us every time we walk through the resort although we asked politely to not do so..
- receptionist ‘jaime’ shouting at me across the incredibly huge lobby when I asked for a complaint form, he laughed, said no and continued to shout as we walked off through the lobby - with me shouting back “please stop talking to us, leave us alone” in front of hundreds of people in the lobby.
- cleaner waking us up every single morning cleaning downstairs and rooms around us (although No one had stayed) we had asked nicely the first, second and third day to please be more quiet and to NOT knock on our door every morning at 7.30am.. (yes we had the do not disturb sign on the door but a few times was on the floor outside the room where it had fallen down through the night (the door is external so wind etc) - she continued to bang, sing, shout, and be extremely loud every single morning waking us up at 7.30 each day..
I called reception twice on the morning of us leaving as she was in the downstairs room for 2 hours just banging and being as loud as humanly possible - after the call she got louder - sliding the doors constantly, opening and closing draws and banging so loud (we have to travel all together 12 hours today.)
- when we booked through last minute there was NOTHING to advise my younger sister could not use the spa or saunas or anything - this is the reason for my booking, for relaxation but the spa and other facilities are 18+ which we were never told until arrival (this is down to last minute for not including on their website) so I spoke to a receptionist named Ellen? She explained it’s mire younger, annoying children that are not allowed to visit the spa as it’s for relaxation but because my sister is 14 and won’t disturb anyone she said I could take her down there (as for the first 2 days we spent inside our room doing nothing as there is nothing for teenagers apart from a few freezing cold pools..)
So I decided on our last full day to take her down so we could relax, we were there for 5 mins before a security guard rudely came over and told us to leave immediately as if we had broken a law - I explained the lady in reception said it was ok and please call her to check..
the lady that said it was ok was not available so the security guard (that didn’t speak a word of English) told us to leave now, escorting us and actually pushing us out of the spa!! In front of everyone!!
He was extremely rude and didn’t care about embarrassing us and did not listen to a word we said..
there is no alcohol etc by the spa.. there is no need for pushing young adults (that are pregnant) and also a child.
We spend most of our time in the hotel room bored, angry and upset with absolutely nothing to do. Our only good day here was when we left the resort for the day to go to the oasis park which was extremely good fun.
I am extremely angry and upset with this company and it’s staff, I have reported this to reception and to a manager so many times (my family from the U.K. even had to call the hotel to explain and tell them how we felt unsafe and couldn’t even approach staff as they shout and are abusive)
DO NOT EVER VISIT THIS HOTEL!!!
RUDE, NASTY, INCONSIDERATE STAFF.
NOTHING TO DO WITH TEENAGER
FOOD ALL TASTED LIKE FISH
UNCOMFORTABLE BEDS AND BROKEN AIR CONDITIONING.
We came here to grieve and have time together to relax and go over what’s just happened with our mother, this has been the most stressful, horrible holiday and a waste of our mother’s only money spent here.
We will never return to Fuerteventura as this has put us off for life.
Travel operator: Last minute
Hotel tip: do not waste your money!
Hotels build a reputation on Quality - staff, facilities and service. This hotel at present provides none of these.
On arrival, check in was 'rushed' and being asked to sign a waiver to say we would not sue if we suffered from food poisoning was a little disconcerting. We arrived in the evening after dark and finding our room across the maze of the complex was somewhat challenging. But arriving at the room we found that the aircon did not provide much relief from the heat. We put up with it as it was 2130 and we had a very hot night. We went to see our TUI rep the following morning and she went and spoke with the hotel reception on our behalf. So we assumed someone would have a look at the settings. The wall thermometer was certainly not working. Not much happened after this and over the next few days nothing improved. With hindsight we should have asked for a room change, but like many stoic English people we put up with it. We eventually say Bryony Driver in Guest Relations and she gave us access to the Esencia restaurant as compensation. This was another story! We were not the only guests suffering from very poor aircon in the rooms, it seems that many of the rooms have inadequate facilities.
Other areas where we felt that this hotel did not live up to its 4 star rating were:
1. Staff attitudes and service - they seemed more interested in talking to each other than serving customers and when they did provide service it was never with a smile.
2. Lack of staff in many areas, particularly the bar service.
3. We saw no evidence of management and perhaps daily inspections of facilities or even some interaction with staff. Maybe they were hiding as they were embarrassed about their hotel service and facilities.
4. Swimming pools - look good in photos but closer you can see the mould in the grouting between tiles in all the pools. In all pools there were tiles missing on the floor and sides under water. In all the time we were there, we saw only superficial attempts to clear away cups and glasses and other waste around the pools and it was often there the following day. In addition, not once were the floor tiles around the pools on which the sunbeds were placed was cleaned.
5. Restaurants - the hot food was often only lukewarm and the cold food/salads not properly on chilled surfaces. There was not a great variety of food, no apparent 'theme' nights and replenishment of dishes was often slow. The absence of an experienced and professional Head Chef overseeing the service was very noticeable.
6. Hotel maintenance - the gardens do look nice but not in all locations. Those on the outside areas of the complex seem to have been forgotten. In many areas some attention to the paintwork and repair of walls would go a long way towards improving the appearance.
Overall, having stayed in many 4 & 5 Star rated hotels around the world as well as on Fuerteventura, we do not believe this hotel deserves a 4 Star rating and there is much they need to attend to if they wish to improve. We hope these comments are taken as a genuine attempt to provide some constructive contribution towards helping the hotel improve. We would NOT recommend this hotel until they can show these improvements in Quality. We believe that TUI may not be including this hotel in its range in 2019. This does beg the question of why!
Travel operator: Tui
Hotel tip: Room Tip: Ask for a room where the aircon works!
Last awards given to this hotel by Thompson 2006 guess that's when it lost the platinum status.
Check in was at about 22:00 three members of staff at reception desk one doing nothing, one talking with a Spanish guest, one on the telephone. We waited patiently for ten minutes before the first couple in the queue were called forward. Then up to the desk walk three people who turned out to be German the couple called forward for check in were left so the receptionist could deal with the Germans one couple then a separate transaction with the third German. We were second in line to book in and the process took an unbelievable 35 minutes. And when we had booked in the one receptionist was still talking to the Spaniard and the other still on the phone. Unbelievable!
A cold buffet was laid on for our arrival this consisted of cold pizza and cold spaghetti
The room has seen better days, bath needs replacing, beds hard, and we had an infestation of very small ants. Air extractor in the bath room was running but nothing being extracted?
Also bed linen not so good it was changed regularly but sheets and pillow cases were stained
Food in the main restaurant was of a poor standard, mostly barely warm.
We had Chicken served up from the carvery which was pink and juice's still coloured
Steak slice when cut running with blood
Meat balls cooked on the outside raw in the middle
Chicken Curry with no hint of curry
Chilli con carnie but with no chilli
You did have a choice of how the bacon was cooked Main restaurant floating in a sea of oil or the La Choza restaurant where it was deep fried to a cinder and it snapped in your hand.
There were a variety of vegetables but no thought seems to be given as to what you want with the meats offered.
The main restaurant has a dress code No shorts and long sleeve shirts for men. It is displayed at the entrance quiet clearly.
This was not enforced when I asked the restaurant manager his reaction was well what can we do. (Maybe enforce your own rules!)
The numbers of waiters seem to have been cut back on this visit most seemed over stretched and as a result were rushing around but with little regard for the people paying their wages.(namely Guests) almost to the point of being rude.
There is a piano bar at the hotel and four times it was advertising a pianist who did not turn up.
I did ask at the reception on one occasion and was told that he had telephoned to say he was not bothering to turn up, yet still being advertised.
Sunbeds o dear what a very poor state they were in, and so many towels taking in the sun despite the fact it clearly says reservation in not permitted.
All of these comments were passed to the Thompson rep who offered us a meal out then a two hundred pound discount voucher which we declined as we will not be using Thompson again to be able to use them. We filled in a formal complaint form which said you will not be informed of findings. How can this be? Are you not supposed to know what happens after you complain?
This Hotel is rated for star it needs to be reassed as in my view it is at most now three stars.
Well these are my true thoughts and I hope it helps you to decide to give this hotel a miss don't waste your money, as we did.
Enforced change of booking meant we only had the Fuerteventura Princess available to us. Myself, husband and 3 teenage girls (15,15, 19) travelled with Thomson with Thomas Cook flight so no entertainment at all going but offer of PSP for
Travel operator: Thomson
Travel operator: Thomson
The Fuerteventura Princess proved to be an excellent choice for us. The entrance area is impressive and the small bungalow type rooms, set in fabulous gardens did not disappoint us. The 5 pools are stunning (though somewhat cold mid February!) but the main selling point for us was the stunning beach beneath the hotel! Simply magical!
It reminded us of a Bounty advert and at times it felt more like the caribbean ---- until the cold wind reminded us that it wasn't!
We walked in to Jandia once across the beach but there wasn't much to see and after a Platinum Island Tour with Thomson we didn't venture out much apart from going for long walks on the beach. To be honest, there isn't really alot to see on the island but for a winter break that was fine for us.
The hotel staff were very friendly and made us very wlecome. The food was a little 'dull' - nothing to write home about really - but there was a good choice. Our favourite location to dine was the lovely La Choza Restaurant where they serve a 'late risers breakfast' between 9 - 11am. Sitting in the sunshine beside the sea really set us up for the day. There were plenty of seats and we never felt like we had to rush to find one.
Similarly there was no need to save sunbeds - there are hundreds dotted everywhere. There are also dozens of little lounge areas around the hotel where you could have a quiet drink. Fair enough it was february and I do feel that it would be a different story during the busy Summer months and seating may then become limited.
We spent most nights in the quiet piano bar having a cocktail - to be honest the sea air knocked us out and we didn't have many late nights! Drinks were not too expensive when we compared them to other 4 star hotels we've stayed in at home and abroad - we paid about
Travel operator: Portland
Travel operator: Thomsons
The room was as we expected very clean and comfortable the only problem being a noisy AC unit but as we didnt need this it wasn't a prblem.
The grounds and pools are still immaculate and well maintained. There was some sun bed hogging but this is not allowed by the hotel We never had problems finding beds but it could be a problem for larger parties or families with young children wanting the most suitable spots.
We found the food excellent loads of variety it could be a problem for those who consider sausage egg and chips an evening meal. We ate breakfast alfresco every morning at La Choza Restaurant that overlooks the beach they serve late breakfast from 9 but the Germans are out in force claiming the best tables well before 8.30 The bacon served here was better than a lot of hotels I Have stayed in in England.
We find the location ideal but for those who like to be straight out to bars and shops it will be a disappointment.
The hotel staff were very professional but because of the size of the it can be difficult to establish a close friendly relationship as some people like to do.
We rated the entertainment low as we did not participate Drinks and snacks can either be paid for in cash or credited to your room account.
The Rep was a big improvement on our previous visit, we didnt go on any excursions this time and didnt attend the welcome meeting.
The Hotel and resort are predominantly German
but we find this an advantage rather than disadvantage.
There was one problem, my wife is a mosquito magnet,we have been to Fuerteventura several times and the only place she has ever been bitten is this hotel. This could possibly be due to having ground floor rooms on both occasions. If we do return which is likely I would ask for an upper floor room.
Travel operator: Tui
Firstly the food, if you can call it that! Each evening seems to be a concoption of the previous day
Travel operator: Thomson
The hotel and staff are first class.
It is a little away from Jandia but a bus stops outside evey half hour for 1 euro.
Please make sure that you have no problem with mobility as this will not be the place for you.
The main problem I have is with the food, especially with the hot food, we found the meat from bacon to what could have been anything unedable. The veg. was rock hard and it was difficult to find anything to eat. There were many people walking around with plates of salad and I even saw some coming to the table with plates of chips only and they were cold. I took a straw pole of the Brits at the hotel and the general concensous was the same. The problem being that all the Jandia area has a 95% German clientel, which is no prob. but they are catered for much more than the Brits. and what they seem to like is not what I care to eat.
Another point is that there is no coffee making facilities in the rooms so if you like your morning cuppa don't forget your travel kettle or it is a hike to the restaurant.
Travel operator: thomson
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