Elena

"I booked the Elena Apartments in Puerto del Carmen as an anniversary trip through Jet2 for myself and my wife. Read the reviews, checked the website, etc, all seemed as though we would be comfortable and enjoy our stay. On arrival (mid afternoon) the reception was closed, so we were directed to the bar for the key for our apartment. No other information was provided other than our room number (402) and directions. Positives first; the 2 bedroom apartment was spacious, and initially looked comfortable and inviting, all the beds were made up too. It was clean, with enough crockery and cutlery. There was even a sponge and washing liquid by the sink. Wardrobe space was ample, as was the shower room. Now the negatives; After we'd unpacked, we both noted a damp feeling in the apartment, not musty, just a cold damp. Now the weather hadn't been great, so we just thought this was the reason. When we came to shower before our first evening out, we noticed a leak in the ceiling/roof in the shower room (1st/top floor), obvious because of the staining and patches. We reported this the next day when reception was open ( very limited opening hours!), and were assured this would be taken care of ........ it wasn't! We had to leave towels on the floor at the edge of the shower, plenty of towels, so no biggie to start with. Then the problem of replacing the towels began. We arrived on a Saturday and didn't see a cleaner until Tuesday. Towels and toilet roll replaced, and a quick sweep is all we got, the beds didn't even get made up. When we questioned this at reception, we were told light cleaning on Tuesdays, and towels and linen change on Fridays! The terse and almost rude manager seemed amazed that we expected more, especially with the leak in the shower room. We did get more towels and toilet roll eventually on Thursday. When the cleaner did arrive on Friday, the towels were replaced again! The beds were made up, but I'm not convinced that the linens were changed. We never saw a cleaner again up to checking out on the following Monday. During the course of our 9 night stay, we felt compelled to use both beds in both bedrooms. The ceiling didn't get attended to, and the cold damp feeling didn't improve either. In the kitchen area, everything was as expected, except for the microwave/grill/oven. The controls were so worn that we didn't have a clue how to operate it. A booklet or instruction manual would have helped immensely. We didn't use the pool due to the mixed weather, nor the bar area due to the amount of smokers, even in the covered areas, which included some staff. The location couldn't be faulted, about 50 metres from the front, there was some noise, but that's to be expected. When checking out, it was just a case of handing over the keys for the apartment and safe (€20 deposit - €5 refund for safe key). We were never asked if we'd enjoyed our stay, or that we'd be welcomed back, not even a smile from the same reception manager. These apartments are rated as 2* by Jet2, but in my opinion they should only be rated as 1*. Would I stay here again? Definitely not. We've stayed at other 2* properties in Puerto del Carmen that have been far superior to Elena Apartments."

"I managed to get this complex by chance on a cancellation and true enough it does seem to have lots of repeat guests after talking to some people during our stay, hence getting a booking can be a challenge. It's very well positioned behind the commercial centre bang in the middle of the town. I had requested a specific block as had read reviews about the noise and on arrival we were given a choice of 2 rooms poolside or block 2 behind the pool. We chose the latter. The room was ready on arrival 12.30 pm which was a bonus as was not due to be ready. We have stayed in plenty of mid price accomodations in the area and this was by far the largest apartment we had and the bonus was it was a 2 bed which was great for the kids. Ample space in the rooms in the wardrobes and the living area. Beds were comfortable and the bathroom had been renovated to provide a large walk in shower. The balcony was a bit tight ( long and narrow) but provided good sun. Only offputting issue was the amount of smokers we were surrounded by with smoke drifting in to our balcony on a constant basis ( sorry smokers!) There was no noise at night and no issues with the room. It was cleaned twice during our 5 night stay. Sunbed wars were ridiculous ( we didn't partake). Coming down at 10am in the morning every bed had a towel on it unoccupied. Groups of people usually turning up at 12 or 1. Really no need at all to reserve sunbeds. The very polite and friendly lifeguard grabbed us 3 sunbeds every day and we put them where there was space. So if there are no sunbeds just ask, no need to put towels out at crazy o clock. Bar staff were very pleasant and had a great selection of drinks, nice cool beers on tap also. We didn't eat food at the complex as the menu was a little limited. One of our group has a severe allergy and wouldn't be catered for. Their coffee was also excellent. We did stop off 1 night on the way home for a drink at the pool bar - it was very quiet. The main barman seemed to be on vacation the week we were there so perhaps quieter than usual? Pool was nice and warm but was very deep so for kids you need to keep watch as the only shallow area is at the steps. Overall very good value for money and would be happy to stay here again. No issues with noise or the location. I can see why so many are regular returners to the Elena."

"Perfect location for us. Lovely reception and great room! Great value and would definitely go back again to Elena. Even the pool getting its revamp did not hinder our experience."