Tivoli Carvoeiro

Disappointing experience compared to our fabulous few stays at your sister hotel in Costa Adeje, Tenerife. This is not a 5 star hotel but is charging the prices of one.

We brought our children (20 year olds) here to share with them the luxury of the Tivoli brand but were disappointed it wasn’t what we expected. As a travel agent I have experience with many hotels and brands and this falls way short of what I’d expect my clients to receive as 5 star luxury. This sadly won’t be on my list for future clients.

It is good to see some improvements being made around the pool area with the cabanas being installed and work on the outside pool area but it’s a shame it’s happening whilst clients are enjoying their holiday. I would suggest perhaps these things are all done before you start the season.

The sunbeds are broken and very uncomfortable and they lack cushions. For me you can tell a 5 star by its comfort around the pool and you don’t get that here. There is also an allowance to reserve sunbeds which is also something most 5 stars don’t allow. Hotels would escort you to a bed when you arrived and ensure you had all you need. They would also remove towels etc from beds if they are not used for more than 30 minutes which is fair in my opinion and perhaps something to consider here.

The hallways are drab and need a good refresh including some improvement in the smell. Some pictures on the walls or fragrance would be very welcome additions.

The cleaners are particularly noisy and you can hear banging and scraping on the ceiling above your room. We were woken a few times by cleaners at about 7.45/8am.

Also, there was persistent banging of the aircon through the night, not sure if there is an issue with it.

Sadly we won’t be back and will favour Tenerife every time.

Overall, this is a nice resort, especially for families, comfortable and clean rooms, the staff are genuinely friendly, welcoming, and always willing to help. However, considering the price, there are several significant drawbacks.

The biggest issue is the family and children’s pool area. It is simply too small for the number of guests. Sunbeds have been squeezed onto every available patch of grass and even on the surrounding hillsides. Finding a sunbed with an umbrella becomes a daily challenge, as most loungers have no shade at all. For a resort of this size, the pool and surrounding relaxation area should be at least twice as large to comfortably accommodate guests.

Although the beach is within walking distance, the resort has neither direct beach access nor sea views. Given the premium price, I would expect either a beachfront location or at least views of the ocean.

The food is acceptable but doesn’t match the standard of a luxury resort. Many dishes, particularly the meat, were quite dry. Having stayed at resorts in Turkey and Greece, I found the quality, variety, and overall dining experience there to be noticeably better.

On the positive side, the service is excellent. Every member of staff we encountered was kind, professional, and genuinely helpful, which made our stay much more enjoyable.

Overall, it’s a good family resort, but in my opinion it doesn’t fully justify its premium price, mainly because of the overcrowded pool area, lack of beach views, and average food quality.

We had high expectations for Tivoli Carvoeiro given its reputation and beautiful location. While the property itself is stunning, our overall experience was disappointing because the level of service did not match what we expect from a luxury hotel.

At check-in, we were told that our assigned room was the only one available despite our American Express Platinum be. We accepted that and proceeded to our assigned room, only to discover that the Wi-Fi was unreliable and the air conditioning was not cooling the room properly. Although maintenance was sent, the issues were not resolved, and no proactive alternative was offered.

Instead of enjoying our vacation, I had to spend part of it contacting American Express to help resolve problems that should have been handled by the hotel. Only after American Express intervened did an upgraded room suddenly become available, which made the initial explanation that no upgrades were available difficult to understand.

To make matters worse, we later discovered what appeared to be mold or mildew in the shower. Even after it was cleaned, the staining remained, raising concerns about the condition of the room.

The hotel’s location, views, and facilities are wonderful, and the staff we encountered were polite. However, luxury hospitality is measured not only by the property but by how guest concerns are handled. More proactive service, greater transparency, and better room quality control would have made a significant difference.

I hope management takes this feedback constructively, as this is a property with tremendous potential to deliver a truly exceptional guest experience.