"Review is based on a stay in June in a 1 bedroom “poolside” bungalow. I would point out that I have stayed in other accommodation in the canaries of a similar “official” rating and had a much better experience. I know the location well and have no qualms with it. If you see my other reviews, I don’t complain lightly.
I have serious concerns about this complex, regarding cleanliness and lack of management staff. Management are never available. In person, or by phone or email.
My room was not being cleaned properly, despite the fact I was out all day and was putting the “please clean my room” sign up.
Bed wasn’t made on several days, and was never changed. Bathroom was not cleaned. Bins weren’t emptied – not even the bathroom bin which is a hygiene issue in a country where you are expected to bin your toilet paper.
I complained at reception repeatedly, they apologized and said it would be resolved the next day, but it never was. So I repeatedly asked to speak to a manager, and reception confessed that management were based at a sister hotel and rarely visited the complex. I asked to speak to them by phone. Not possible. The under-pressure receptionist (who I believe was a temp) eventually put me through to someone on the phone. I expected a member of management, but it was a receptionist at the sister hotel. She was rude, and downright nasty, at one point saying “what do you expect the receptionist to do? Clean your room?” . She refused to put me through to management, and asked if I was travelling with a tour operator. I said yes, and she said “well it’s their problem, not ours” – as if my tour operator was actually responsible for cleaning my room.
I called Easyjet (my tour operator) the day before I returned home, to log my complaint. They emailed me on my departure day to confirm that they too had not been able to get hold of management, and offered me £50 for the inconvenience.
Whilst waiting for the transfer coach, I spoke to some fellow guests also departing. Those ladies had been in the same block as me, and had the same cleaning issues including the bathroom bin unemptied for 9 days – inappropriate at any time, worse if you are on your period.
I asked twice at reception about using the formal Spanish complaints book which each business is obliged to have, and any complaint in that book should be forwarded to the local council. First time I was told there wasn’t one. Second time I was directed to a QR code on the wall which linked to the very user unfriendly online council form. I have since been advised that it’s actually still a requirement to have a physical complaints book for anyone who does not wish to complain online. It’s clear the hotel did not have one (or did not want me to see it).
A sympathetic receptionist gave me an email address which she assured me was for management – I just wanted to reiterate that there was a problem with the cleaner in our block, and this needed dealing with. I emailed on my return home, got an “I’m out of the office on holiday returning in 6 weeks time” (!) reply, and 4 months later, still haven’t received an answer.
The lack of management is deeply disturbing, I hate to think what would happen if something serious happened, like a fire. And if you have a problem with your apartment, don’t expect help.
As an aside – the pool area was nice. A good sized pool, plenty of loungers and parasols. Pool area regularly cleaned, unlike my room! Pool bar didn’t have much atmosphere and closed at 10pm. The complex was quiet at night, as a result. Location is away from the beach and bars, but great for bus routes. This worked for me, but may not for others. My apartment had a great double-width terrace which had the front line pool view that I’d paid extra for. Be aware some terraces have little to no shade from the sun. The apartment was decently maintained. The restaurant only served breakfast, not dinner (fine for me) and had a nice terrace overlooking the pool. Breakfast choices were decent, with full English options available, shame someone burnt the croissants a couple of days. There was a live cooking station where a chef would cook the omelette of your choice fresh for you. Breakfast cost 10E per day, no discount for a week’s stay. At night, reception is manned by a nightguard with limited English. Some apartments have an internal door to connect to the neighbouring apartment, it was locked but not terribly soundproofed. There was a decent courtesy room for showering on check-out day, however it would be useful to a) be able to book this at least the day before and b) find out earlier than check out morning if your own room is still available for you to use.
It's a decent complex, sadly let down by inconsistent room cleaning, no complaints procedure, and no management."
