Taurito Princess Hotel

This is our third holiday in the Gran Canaria but the first at the Princess Taurito and it has been by far the best holiday experience.For many years we had been going to Florida but this beats them all .The hotel is exceptionally clean everywhere is spotless constantly being cleaned.We upgraded to Escensia and it was well worth the extra.One person that made you feel welcome was Houssam in the One Restaurant not a day went by when his smile and service made you feel you were on holiday and I think I can say he was the same with everyone.we will certainly be back and let’s hope we will see Houssam again.All the staff seem to work together. Thank you

We have just returned from a very disappointing and, at times upsetting family holiday at Princess Taurito. There were 12 of us in total, and unfortunately there were a number of issues throughout our stay which significantly affected our experience.

We were staying on the 9th floor, and the lifts were continuously breaking down. Eventually, our entire party decided that, for safety reasons, we would use the stairs rather than repeatedly risk getting stuck in the lifts. This was particularly difficult for members of our group who found nine floors challenging.

When we raised the issue, we were told that the lifts kept breaking down because of “the Spanish weather.” Whether that was genuinely the reason or not, it did not make the situation any less unacceptable for paying guests staying on the 9th floor.

Unfortunately, the TUI representative was of very little help while we were there. We booked our holiday through a reputable company like TUI specifically because we were travelling as a large family group of 12 and wanted the reassurance that, if problems arose, there would be someone there to support us. Sadly, that was not our experience.

There were also problems with air conditioning, with some rooms not having working air con. On top of this, some rooms were only cleaned once during our entire stay, which is not the standard of housekeeping we would expect.

The food was another major disappointment, particularly for the vegetarians in our group. The vegetarian options were extremely limited, essentially pizza, chips and salad every day, including on the themed evenings when you would reasonably expect alternative vegetarian dishes to be available. For a week-long holiday, this became incredibly repetitive and disappointing.

Then came an incident which was particularly upsetting for one of our family members. They were effectively told that they were “too big” to have more than one pancake. Regardless of the circumstances, I find it completely unacceptable for a member of hotel staff to comment on a guest’s body or make them feel that they should be restricted from having food. It was embarrassing and upsetting for the person involved and for the rest of our family.

The evening entertainment was boring and poorly put together and there was little for children between the ages of 8 and 16.

When we raised our concerns with the hotel’s customer service, rather than feeling listened to or supported, we were told words to the effect of “this is the kind of service you’re going to get in Spain.” I found that response incredibly dismissive and frankly shocking. We were not asking for special treatment — simply basic courtesy, professionalism and for our concerns to be taken seriously.

When we returned home, we made a formal complaint to TUI, detailing everything that had happened. To their credit, TUI did acknowledge that the way we had been treated was appalling. However, despite acknowledging how unacceptable our experience had been, we were ultimately told that there was nothing they could do and no compensation was offered.

I completely understand that things can go wrong on holiday. Lifts can break down, air conditioning can malfunction and occasionally things don’t go according to plan. What matters is how those problems are dealt with, and unfortunately that is where our experience fell particularly short.

We paid a significant amount of money for a family holiday for 12 people and expected a reasonable standard of accommodation, food and customer service. Instead, we came home feeling incredibly disappointed and, in some cases, upset by the way members of our family were treated.

Sadly, based on this experience, we would not return to Princess Taurito, and despite previously considering TUI a reputable company, I would never book another holiday with TUI again.

I am leaving this review because I think potential guests deserve to know about our experience before making a booking.

Just back from a disappointing family of 6 holiday. The lifts constantly broken down. When you are on the 8th floor and paid for a suite you dont expect to have to walk up and down 8 floors. The service in the one restaurant was hit and miss for clearing our table ready for the next course and we ended up piling plates up ourselves to fit desserts on the table. Entertainment was beyond poor. Our room was not cleaned very well and I had to go in a staff store cupboard to get toilet rolls myself as not replaced daily. The pool attendant was over the top and wouldn't even allow a ping pong ball in the pool, we called him the fun sponge. If you have children that like to play in the pool this is not the hotel for them as they are only allowed a pool noodle ( funny enough they sell them in the hotel shop). This was an expensive hotel and feel we could have got a better experience for our money elsewhere, needless to say we won't be booking again.