You have been warned! Big advice is don’t complain to anyone (reps or hotel staff) else you will be revealed and victimised.
Hotel position is excellent but be aware a public area right out front and all the lower rooms (on much of the seaward facing part of the hotel) have their views blocked by vegetation. The question really should be is that good enough when the Tenerife Playa is risking your health with a can’t careless attitude.
The dining experience was something to behold, lovely views over the bay and surfers sometimes fighting with the elements (not a beach for swimming), but of course especially at dinner the window seats get reserved quickly. After you complain these often seemed to go to the very next clients, very subtle.
Tearing yourself away from the views to get some food, found the 4 stars start slipping. Vending machines (for all) produces delightful 4 star morning coffee and lovely wine (AI only), not.
Food quality was IOHO average with the show cooked food generally being much better however do not get the stuff at the end of one cooking session - it is a bit dry. Careful military planning is required to get a complete hot meal on the same plate let alone an all-inclusive drink. Sometimes this means ordering drinks at the bar and bringing it up one floor and past a queue of guests half blocking the doorway. This seems to place you as a trouble maker with the doorman. When I informed staff that drinks in the vending machines had run out the answer is ‘I know’ with no attempt at correction. But this is minor.
On the positive note (for some) Bloody Marys for breakfast (for all) allowed one guest, looking for company, to be completely hammered all day (sorry often felling unwell) and added to the ‘delightful ambience’ of the hotel.
This was the second morning I had spotted blood product contamination; which was on a table and in a glass and plate in the main restaurant which was (when noticed) quickly disposed of by a waitress bravely without any additional protection. The table was re-laid without cleaners being called and the waitress continued with her duties after disposing of the bloodied rags into the plate clearing area.
But this experience was not easy to get, being only available, after you had negotiated the queue to get into the dining hall, which happened every day during peak breakfast and dinner sittings. The best queue (beyond the normal) occurred when Saturday cruise ship customers were rushed past hotel guests queuing for their lunch. The hotel guests had around 10 tables in the door way reserved for them and at that time all these were taken and hotel guests (at the front of the queue) were being told it was a wait of at least 20 minutes. After one elderly guest saw two coachloads (yes two coachloads) rushed by, and started complaining. At this time the restaurant doorman took to the internal phone ignoring hotel guests, leaving the hotel guests with tables hearing all the open and wasted exchanges.
Food hygiene was questioned with our 1st Thompson rep who was despondent about the issues with this hotel. After our improvised counselling session, she seemed to agree that the break was good, for her, and that she would not be back, and left us wondering what we had checked into Hotel California, Faulty Towers or worse? We learnt that there is only a food hygiene problem if many hotel guests go down with the same thing; which my partner has logged for her next food hygiene certificate.
Birds where landing on food and utensils in the tented food area (pool area) which was where the restaurant doorman was directing the waiting guests as an alternative lunch experience. We already knew better than this - One blackbird, which we chased off, was filthy (dirty muddy beak and claws), therefore contaminating food and utensils with earth based bacteria, but what do we know! We did not dare question the nearly untouched paella in the main restaurant that was unchanged and unmonitored for the whole 40mins that we were there.
The only good news -no birds were harmed whilst making this complaint, the blue tit only deposited as it left and the blackbird did start an unprompted self-cleaning program; unlike the bar staff who ignored contaminated food, cling film and utensils.
On the second go (because nothing had changed) the 2nd Thompson rep then discussed our issues with the hotel management who phoned us in the room and wanted to further discuss the issues, which my partner did at length another surreal very unpleasant John Cleese style experiences.
The management stated this was the first time the hotel had heard of an issue, but the birds at the time where pointed out to bar staff. Another guest who questioned the restaurant utensil hygiene in the main restaurant was as the story goes asked “have you sat there for the whole service?” Also due to being ignored with empty glasses for 20 mins at the evening bar service, then made to feel bad when I went to the bar, and then made to wait while ours sat on the bar and others were delivered first; we had already spoken via reception to the head of bar and entertainment (a week previous). At this point we understand the management finally called a meeting with the hotel staff and rocketed them.
Our last dinner; was very mediocre, so I had little dried up pork chop and only water from a bottle. All food and drink was from the hotel the whole day. After our delicious 4* dinner we went to the bar for a coffee and one final drink. When we arrived they were almost head-over-heels to serve us (patronisingly so). The drinks arrived in seconds (and I mean almost instantly) having, now on reflection, been waiting for me. At this point interest in us grew and we were made to feel uncomfortable so we drank up and left.
Remember Holidays are built with you in mind! Even if you booked with Thomson don’t bother complaining to them on return either, you are wasting your time and money. Don’t even consider complaining in resort.
Travel operator: Thomsons
Unfortunately why Thomsons sold us this holiday is beyond me.
Children are so unwelcome it is unbelievable. This hotel was full of elderly people so if you fit into this category you wont get a better hotel and you wont beat the area.
Our children are not bad kids but it is a bit much to expect complete silence from them which is what was required.
We paid for this holiday the same as everybody else but some of the elderly people made us feel very unwelcome.
In fact my children were better behaved than some of them because they know better than to glare at people and they can watch their manners. On the other hand some of the elderly people approached us near the end of the week to tell us that our children were polite and beautifully dressed.
Some were very nice to us after they realised we were enjoying our holiday with our children and thet we were not lager louts. Lots of entertainment for the elderly but unfortunately after walking the area numerous times no entertainment available for children.
This is a stunning area with beautiful views in a lovely town. The rooms in the hotel are spotless and fully air conditioned. We didnt have a balcony but the windows open wide so we didnt feel that we missed out on one.
We had a great holiday and if anyone was at fault for the lack of childrens facilities it was Thomsons for not realising that it is not a hotel for children which is stated in the brochure available in the hotel.
Travel operator: Thomsons
The bathroom was extremely small, hardly room to turn around and sometimes the smell from the drains was disgusting. 5 evenings out of 7 when we went to shower , the water was cold, on 2 evenings it was lukewarm, it was never hot.
The day we came away we wanted to shower in the morning but due to the water being cold were unable and had to make due with a quick wash. Not what one would expect from a 4* rated hotel. We noticed that there was a bad smell in the hotel lounge , we reported this to the hotel rep. and the problem was sorted, although we couldn't use it for the first few days so missed out on the entertainment.
We did not enjoy the feeling of being in luxurious surroundings which we have experienced whilst staying in other 4* establishments.
Travel operator: Thomsons
The situation of the hotel is first class. Right on the sea front and within easy walking distance of most of Puerto de la Cruz.
As regards cleanliness there were cleaners busy from morning until late at night but it was never properly "bottomed". This was particularly evident in our bathroom with mould evident around the bath and the mirror. The Pool area and Bars were good. The furnishings however had seen their day and the hotel is rapidly approaching the time for a complete refurbishment if it wants to maitain 4 star status. In particular one part of the staircase, on the 3rd. floor I believe, is so worn on one of the treads it is an accident waiting tp happen and this just shouldn't be.
The standard of the food was just to erratic in its standard and presentation to be classed as genuine 4 star. There was always something that we could really enjoy but the choice just wasn't there and towards the end of the fortnight it got quite boring. Providing you got to the Restaurant at a reasonable time there was no delay for a table or a need to queque.
As regards staff the Reception were very good. We made two requests to them and these were attended to immediately. I believe the Staff had been in conflict with Management earlier in the year and this dis-satisfaction could be sensed quite often and now and again there was an atmoshere that you could sense.
The Entertainment on offer to be quite honest was very poor indeed. Everything was being done on the cheap. We finished by going out to other Hotels for our evening entertainment.
Travel operator: Airtours
The staff were very busy, but friendly and the room was clean.
Food was pretty good, although for 2 weeks there was not a huge difference. Breakfast was excellent though.
The entertainment was geared more to older people, although to be fair, the hotel mainly contained older people. Fine for us (although only in our 20s) we prefer this to screaming children!
The rooms were very quiet. No noise from the neighbours.
Hotel pool area was excellent. Very clean and there was always a space. Towels are provided.
All in all, a very good hotel.
Travel operator: Airtours
Good variety of food. Restaurant staff particularly efficient and helpful.
Location excellent, on the pedestrianised promenade and overlooking the Martianez Lido and the small surfing beach.
Entertainment fairly low key,but there is a choice of comfortable and and sociable bar areas.
Travel operator: Thomas cook
Expectations were that as a Sol Melia one it would be good. Well it is clean and the rooms (with air com) bright and cheerful. No fridge in room (extra) but does have TV with good pics of a small number of foreign channels.
Location again depends on expectations, is excellent if you get a sea view and you prefer a quiet part within walking distance from the beach, but a taxi ride (about 3 euros or a good 10-15 mins into the main town). View of a football stadium, swimming pool and car park made me feel like I was really in a Spanish seaside town, along with cockerel sounds from somewhere but was peaceful, quaint would be a good old fashioned word to describe an old fashioned feeling I got. I didn
Travel operator: Independant
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