"Quite disappointed with our stay. The room (Reserve Horizon) was excellent, clean and tidy and gorgeous view, and that along with the service at the Reserve pool were the only highlights.
The big let-down is the food, the menus look great, and presentation of the food was ok, but food was rarely warm and service was haphazard.
Kanna - Staff had no idea what menu items were, croquettes were often totally different from what you ordered and the meat dishes were overcooked and served cold, you were served really quickly, so this indicated the food was sat around already cooked. The dessert of grilled pineapple also came as fresh pineapple one day then tinned another day.
The Shack - Avoid not only is the food cold its often undercooked.
Reserve breakfast - Staff didn't seem to understand what you were ordering even when you pointed to the menu, when asked for 2 poached eggs, it was repeated back as 2 fried eggs - again the theme of cold food continued whenever hot food was ordered, coffee was usually cold and service slow.
Mascalzone - This is to the side of the buffet restaurant and there is no ambience at all, you can still hear and see all the hustle of the buffet and often the restaurant was used by buffet customers to sit in larger groups. We had a decent meal on our first night, then on a return visit ordering a different meal it was poor, then on a 3rd visit we ordered the same meal as our first visit (steak) and got a totally substandard meal from the first night, which was also cold.
Lemonfish didn't appeal although it looks to have the best ambience to eat in, and Mahos fully booked.
Buffet - Awful the food is kept under lamps which have no effect at all so unless you catch the food being replenished you won't get a hot meal. Loud and far too busy, staff try and keep up with drinks but it just feels like a canteen.
Service - Inconsistent, across the resort, Ginger bar staff were rude and ignored you if they could and avoided eye contact. We booked a skywalk trip but never heard where to meet or whether the trip was even taking place, when I checked, staff had no idea what I was talking about. Concierge constantly check back if you are ok, but don't take any action when you mention anything to them.
The Reserve bar area shuts at 6pm so there are no adult areas, to relax. Ginger was full most days so you couldn't get a comfortable seat and as the weather was cool, for a few nights outdoors wasn't an option.
Room - As mentioned lovely room, mini-bar replenished each day and turndown service with gifts and extra towels each day, however, deck chairs on the balcony not at all comfortable. Bed comfy and it was nice and quiet on a night.
Reserve pool - Great service by Maria, nice touches each day with snacks and sun-cream. Towels always ready and waiting and plenty of sun-beds, only downside is there is no shelter so this was the windiest option on the resort.
It's not somewhere we will return to, which is a shame as its in a peaceful and scenic area and near to some good beaches including Mal Nombre and Morro Jable."
