Best Tenerife

Very disappointing stay – definitely not what we expected

Unfortunately, our stay at this hotel was extremely disappointing and nowhere near the standard we expected.

Our room had a strong damp/musty smell and there was black mould present. There were also holes and damage to the doors, which really made the room feel run-down and poorly maintained. We were supposed to have a balcony, but our room didn’t, and instead of the view we were expecting, we were looking directly at a brick wall.

We raised our concerns and asked if we could be moved to another room, but unfortunately the hotel was not willing to move us, despite the condition of the room.

What made things even worse was hearing about the experiences of other guests in our group. Friends of ours actually found cockroaches in their room and were then left waiting in reception for maintenance while they dealt with the problem. On another occasion, maintenance were in their room painting while guests were waiting for their room, which certainly didn’t give the impression that the hotel was being properly maintained.

The staff were generally lovely and friendly, and we have no complaints about the majority of them. However, the receptionist we dealt with was particularly unhelpful, and our holiday representative was almost impossible to find. They seemed to be permanently unavailable and, whenever we tried to locate them, they were nowhere to be seen.

There were some positives, but unfortunately they were completely overshadowed by the condition of the rooms, the lack of willingness to resolve problems and the overall standard of maintenance.

We appreciate that things can go wrong on holiday, but damp, black mould, pests, damaged rooms and being unwilling to move guests when serious issues are raised are not things we should have had to accept.

Sadly, based on our experience, we would not return to this hotel and would advise anyone booking to look carefully at the recent reviews before doing so.

Overall, we had a really enjoyable stay and would happily return. The hotel is clean, well maintained, and the majority of the staff work incredibly hard to make your holiday enjoyable. The adults-only rooftop terrace is definitely worth paying the extra €10. It was much quieter than the main pool and provided a far more relaxing atmosphere, making it one of the highlights of our stay. The price also includes unlimited fizzy drinks, which makes it excellent value considering the hotel charges €12 for the fizzy drinks in your room’s minibar. Our advice would be to pay for the rooftop access and stock up there instead. The food was good with plenty of choice, although it is mainly geared towards British tastes. We always found something to eat and never went hungry, but those looking for more authentic local cuisine may find the selection a little limited. One area that really needs improving is the sunbed situation. By 8:07am, there wasn’t a single sunbed available around the main pool. Almost every lounger had a towel placed on it, yet very few people were actually using them. It was frustrating to see so many beds being reserved for hours while other guests had nowhere to sit. The hotel really needs to enforce a fairer policy on reserving sunbeds, as it noticeably affected our enjoyment of the pool area. If you enjoy counting football shirts, you’ll be in heaven. There were more football kits draped over sunbeds than you’d see in most stadiums. Combined with the towel reserving from the early hours, the pool area felt less like a holiday resort and more like match day. The daytime reception team weren’t quite as welcoming as we expected. On several occasions, when we asked for directions or information, we were simply pointed in the general direction rather than being given a proper explanation or friendly assistance, which made the service feel quite dismissive. During our stay, the daytime reception team (who were all female during our visits) consistently provided this level of service. In contrast, the night reception team (who were all male during our stay) were excellent—friendly, approachable, knowledgeable and always happy to answer questions properly. The difference in customer service between the two teams was very noticeable. If you’re hiring a car, be aware that parking is available but costs €12 per day. We can’t comment on the entertainment because we were never at the hotel while it was taking place, so it wouldn’t be fair for us to judge it. Despite the few issues mentioned, we had a lovely holiday and genuinely enjoyed our stay. The hotel has a lot going for it, and with a better system for managing sunbeds and a more welcoming daytime reception team, it would provide an even better experience for guests. We would happily return in the future.