Iberostar Heritage Grand Mencey

"We have stayed at The Mencey many times and we have never been disappointed with the hotel or the whole staff and this stay was no different- a very special mention goes to Andriy who works in the restaurants at breakfast and lunch- he always makes us feel very welcome and it’s lovely to see a familiar face when we arrive- the ibella bar also has excellent people working very hard as it is a very popular bar with locals as well as hotel guests- again a special mention to Roberto who in my opinion makes the best Margaritas in the city, also we received a lovely welcome from Lalli ( not sure of the spelling) Carlos who who seems to work the main restaurant and the Ibella bar we also noticed that a young waiter called. Miguel was working constantly last night - well done everyone and see you next time"

"This was booked as a five star hotel, it was a five star hotel with 3 star rooms, amenities and guest care. Had much better service at Premier inn at a third of the cost. Budget hotel with premium prices. Check in staff were unhelpful. When we went into our room there was an awful smell from the fridge, the air con was not working the room had poor light so put on the standard lamp that didn’t work either. Went down to the desk to speak with them and explained the problems and said perhaps we were doing something wrong. There was no instruction for anything. I was told by Rosa that I was British and she thought it was typical of us to complain about nothing because I was English. She made me feel very uncomfortable and it turned out the fridge was broken and needed to be replaced, the lamp was broken and was replaced and the air con was not working so someone had to go into the loft to fix it. Not at any time was there an apology or anyvsupport. They would take out dirty towels and not replace them, we do not drink coffee so they took out the machine and provided a kettle but to get t bags or milk was like pulling teeth. In the end we just bought them from the local shop. We just as well gone self catering because that was what we were doing. Thank goodness for the local spar. Noisy emptying recycling banks at 10.30pm lots of traffic noise. Verandas had no privacy. No way is this a 5 star hotel. At a stretch it is a budget hotel with pretty interior."

"This is our 5th holiday at the Grand Mency over the last 7 years. Santa Cruz has so much to offer and explore for families and couples, but the hotel offers that place of serenity with attentive service and hospitality areas. The spa, gym and pool areas are complimented with attentive staff offering amazing service. I can’t avoid mentioning Carlos (Cuba) who worked hard around the pool ensuring you had water and an attentive service."