Allegro Isora

Currently at the Isora suites. We arrived 9 days ago for our 10 day holiday which we changed last minute and through Jet2. Jet2 were great but this hotel is definitely not 4*.

The food was fine, not much variation and repetitive but we arent fussy. We liked the snack bar too.

The worst part of the holiday is the sunbed situation! People reserving sunbeds from 10pm which has got progressively worse since we arrived. Multiple complaints from guests but the staff do nothing. Worst hotel I've ever been to for sunbeds. Also no rules around the pool. AI+ allowed to drink from glass beer bottles, no closing time so kids still in the pool screaming at midnight. The whole hotel is tired and needs closing for a full renovation.

Room wasn't great. The shower door had no seal so water flooded the bathroom at every shower. The lights and ceiling fan were broken but grateful for aircon. Balcony doors didn't lock either. Cleaner was good but she turned up at the crack of dawn.

Mix of UK, French, German, Italian and Spanish guests. Entertainment staff are great, they are a credit to the hotel.

Area is very quiet. Not much outside the hotel but a few bars and restaurants but a bit chavvy IMO. All beaches are black sand apart from the ones where sand has been imported.

Highly recommend Siam park but buy the fast pass inside the park as only €38pp. Do not recommend loro parque as they have captive dolphins and whales. If you want to dolphins and whales you can see them in the wild on the boat trips. We booked one through get your guide app which was brilliant.

Overall we enjoyed our holiday but would not come back to this hotel or resort.

We booked an all-inclusive Deluxe package at Servatur Isora Suites for over £2,500, and unfortunately this has been one of the most disappointing holidays we've ever had.

From the moment we arrived, there were numerous problems with our room. There was a faulty electrical wire around the headboard, which we considered a serious safety concern. The Wi-Fi didn't work in the room at all, the TV had only a handful of channels, and the bedroom lighting wasn't working properly. To make matters worse, there was a constant smell of sewage coming from the bathroom drains, particularly at night. While you can understand the occasional unpleasant smell outside at a resort, having sewage odours coming into your room was completely unacceptable.

We reported all of these issues on Sunday evening. Initially, nothing was done, so we also logged everything through the resort's app. We eventually received a phone call telling us to collect new room keys at 4pm and move rooms ourselves. This meant completely repacking our belongings and carrying our luggage down two flights of stairs, despite one of us having a slipped disc. We were given no meaningful assistance with the move.

To make matters worse, we had paid for a Deluxe room but were moved into a family room in the children's building. As two adults, this was not the accommodation we had booked or wanted, and it certainly felt like a downgrade rather than a suitable solution to the problems we had reported.

Unfortunately, the replacement room wasn't much better. The sliding door didn't feel secure, there was no plug for the bath, and the air conditioning was poor, making the room uncomfortable.

The general condition of the resort is also a concern. The hotel is very much in need of extensive paintwork and general upkeep, both indoors and outdoors. There are areas that look tired and poorly maintained, and the overall appearance does not reflect what we would expect from a resort charging the prices it does.

Room maintenance also needs significant improvement. During our stay, we overheard multiple complaints from other guests while in reception about problems in their rooms, including various things needing attention or not working properly. When you start hearing similar complaints from other guests, it gives the impression that these aren't isolated incidents but part of a wider maintenance issue that needs to be addressed.

The food was another major disappointment. Much of it was either bland or, in our opinion, simply inedible. We appreciate that the restaurant staff were clearly under pressure trying to cater for a large number of guests, but that doesn't excuse the poor quality of the food. Despite paying for an all-inclusive package, we ended up eating out on most evenings because we were so disappointed with what was being served.

The sunbed situation was another major issue, particularly around the active pool where the main entertainment and bar are located. After the third day, we noticed that people were starting to reserve sunbeds extremely early. Towels were being put out around 1:00am, and by approximately 2:00am, the sunbeds around the active pool were already being claimed. This meant that if you wanted a sunbed in the main entertainment area, you were effectively having to get up in the middle of the night to have any chance of getting one.

The situation was slightly different around the children's pool and relaxing pool, where people were generally reserving beds from around 5:45–7:00am, with them already being gone by around 7am.

We understand that sunbed availability can be difficult at busy resorts, but having guests feel that they need to put towels out at 1–2am just to secure a sunbed is ridiculous and certainly doesn't contribute to a relaxing holiday. This is something the hotel really needs to address.

There were, however, some real positives, and we feel it is important to mention them.

The entertainment team were absolutely lovely. They made a genuine effort to speak to everyone and went above and beyond to make the days enjoyable. They were fantastic with the children, playing with them and interacting with them as though they were their own. They brought a great atmosphere to the resort, made the days fun and entertaining for everyone, and were even getting involved themselves by joining guests in the pool and having fun. They were friendly, enthusiastic and clearly cared about making people's holidays enjoyable.

Our housekeeping team were also absolutely fantastic — always friendly, cheerful and hardworking, and they did a brilliant job every day. The bar staff and waiters were also consistently pleasant, welcoming and did their best despite clearly being under considerable pressure. They are all a real credit to the hotel, and it is a shame that their hard work is being let down by the resort's poor maintenance and management.

We also asked the hotel whether they would consider a complimentary late check-out because of all the problems we had experienced and the time we had lost dealing with the room move. A significant part of the day was wasted packing, moving rooms and trying to get the issues resolved. After asking over the course of two days, the hotel eventually agreed and allowed us to check out late in the evening, however they did make us sign a form to say we can not make any additional claims back from our holiday because of what went wrong, we understood and although not happy about it, we went for the late check out as we had an very late evening flight and didn’t want to be waiting around with suitcases for 6hrs before pick up.

We were genuinely thankful for this gesture and appreciated the hotel accommodating our request. We also want to make it clear that the entertainment staff, housekeeping team, bar staff, waiters and the people who helped us with the late check-out were not responsible for the problems we experienced. We understand that these staff members were doing their best, and we are grateful for their help, patience and kindness throughout our stay.

Overall, however, we feel we paid a premium price for a holiday that fell well below expectations. We expected a Deluxe all-inclusive experience and instead encountered faulty facilities, sewage smells, inadequate room maintenance, a room move that felt like a downgrade, poor food, a lack of assistance with our luggage, a completely unreasonable sunbed situation, and a resort that is visibly in need of investment, painting and general refurbishment.

For the price we paid, the standard simply wasn't good enough. Basic maintenance, upkeep, food quality, sunbed management and the handling of guest complaints all need significant improvement.

We genuinely hope the hotel takes this feedback on board because there are clearly some wonderful staff working there who are doing everything they can to make guests happy. Unfortunately, their efforts cannot make up for the wider problems with the resort itself.

Sadly, based on our experience, we would not recommend Servatur Isora Suites and would not return unless significant improvements are made to the maintenance, accommodation standards, food quality, sunbed management and overall running of the resort.

This was an okay hotel but definitely not a 4*; I have stayed at nicer 3*s.

We arrived at the hotel at 11pm at night with 2 small children and whilst check in was fairly quick, we reached our room to find we had not been provided with a cot for our toddler despite ordering on the holiday and separately emailing the hotel beforehand. This was rectified within 20 mins but at that time of night on arrival it’s not the thing you need!

Room was large which was perfect for us however not the cleanest - everything needed a good scrub but the cleaners just made the beds each day and swept the floor (not mopped). We had no new towels or bedding throughout our stay and had ants in the apartment. We had no hot water in the shower for 3 nights and had to ask maintenance to fix twice before they did anything and our ceiling fan in the bedroom stopped working twice - not ideal as aircon is only in the living area. You could also only run the shower for a minute or so before the tray filled up so care has to be taken not to flood the bathroom. The bathroom is definitely in need of an upgrade (and a good clean - shower screen has so much limescale it might as well have been opaque). I know the hotel has only recently been taken over so perhaps will be upgraded but not an excuse for not cleaning properly. We also had a sack of rubbish and dirty laundry left in the hallway area on day for over 24 hours until the cleaning team came back the next day and realised it has been left behind and an instance where someone had dropped a bunch of fruit in the lift and that was left there for the entire day before being cleaned up. Not what you’d expect in a 4* hotel.

We found the restaurant food to be nice with plenty of choice but it is very busy and you would need to queue for a table at peak times. Tables feel very crammed in and so mealtimes felt chaotic and they often ran out of bowls and spoons. Drinks are also self serve which I have never had and whilst I see the benefit where you may just want beer on tap or soft drinks, you can’t order anything else at meal times.

Sunbed wars are in full swing and on our first day we went down for breakfast at 8am and there was not a single sunbed not reserved around the main and kids pool. Be prepared to be up at the crack of dawn!!! We mainly stayed at the kids pool which is saltwater and lovely with a slide but annoyingly no toilets which seems a silly set up for kids.

The kids club was the biggest, and scariest, disappointment for me. My 5 year old decided he wanted to go on one of the afternoons so I took him in and filled out all the forms and was told that as he was over 4, I could leave him there which I had planned to do and head back to my sunbed which was on the same level but across the pool. My child at the last minute asked me to stay so I sat on a chair outside. The kids club employee said at 4pm they would be doing an activity around the pool area (I’d seen earlier in the week kids dressed up as pirates around the poolside so assumed it was something similar). This activity turned out to be IN the pool, not around it. My child was not asked if he could swim before being encouraged to run along a mat and jump in and he is very shy so went to do it, despite not being able to swim well and certainly not without aid, luckily I was hovering fairly nearby watching and grabbed him to put floats on. When I dropped him at kids club he was 1 of 3 children in for the afternoon. When they came to the pool area, as is to be expected, lots of the other children came to join in with the mat activity so at this point there were probably 15 or so children to this one employee in the pool which made me a little nervous but as I was watching (unbeknownst to the employee) I wasn’t too concerned. After a while the employee jumps out of the pool and announces they are going to go down to the slide. It was at this point my child was still in the pool having been the last child to jump and this employee had turned and left him in the pool alone and was already down at the slide before my child had managed to climb out. Baring in mind he had 3 children he was actually responsible for at this point I was shocked. He is 5!! And was left alone in the pool! Anything could have happened - I am so thankful I didn’t leave him alone at the kids club. I wasn’t happy so took my child back at this point and we were playing elsewhere. The kids club employee didn’t once look for my child or even notice he had gone (likely because he had been bombarded by all these other children joining in the activities whilst they were at poolside) but he should have had total focus on the 3 children actually booked in, nor was there any contact from kids club at the end to check I had taken my child back as he was now nowhere to be found at kids club (I had not signed him out). A huge safeguarding problem in my opinion which I complained to Jet2 about but have not heard anything back.

Evening entertainment was great for the kids - mini disco every night and Johnny Circus was brilliant. Kids mini disco started at 8.45pm but the bar up there doesn’t open until midway through this and then there is a big queue.

The area of Tenerife the hotel is located in is nice and quiet, beach is black sand and lovely but we only went down after dinner and sand was still hot at this point so can imagine it’s very hot during the day. You can hire sunbeds there but not umbrellas so not suitable for us with young children in the height of summer but would have gone if it was just the two of us.