"I booked GF Gran Costa Adeje expecting a fully operational 5-star hotel with advertised facilities including an air-conditioned gym, sauna, and a kids club suitable for ages up to 12. However, I arrived during a "soft opening" something not disclosed prior to arrival. The hotel had been closed for 10 months and was only partially open, resulting in a quieter atmosphere and limited amenities.
Jet2 had emailed weeks before to say the spa and hair salon wouldn’t be ready and there might be low-level noise, but I was reassured by the presence of another pool and decided to keep my booking. Unfortunately, the gym, a key reason for choosing this hotel, was not built yet. I was offered access to a gym at a sister hotel, but the process was inconvenient and not practical for my routine as a solo traveller with a child.
The hotel has set up a makeshift “gym” by the pool two broken treadmills, a bike, a stepper, and some weights in full view of guests and used unsupervised by children. It was not cordoned off, and safety signage was poorly placed. This was not the facility advertised.
The kids club was advertised for ages 4–12 but was clearly geared toward younger children (ages 4–8), making it unsuitable for my Year 6 child. The hotel’s solution to the lack of a gym on site was to encourage me to leave my child in the club while I trained, or move hotels, an option presented abruptly and insensitively by Guest Services. I was given five minutes to decide, despite my child having just made a friend (1 hour before the call)- I was also not told that if i did move my full board option would not be kept. The handling of this situation was poor, and I felt pressured to choose between my needs and my child’s happiness.
Noise from building works was constant throughout the day, not low-level as described. Additionally, I was reprimanded at reception for wearing a bikini top, despite no dress code being listed in the hotel’s rules and others wearing similar (or less) attire.
On checkout, I discovered a charge for a drink I hadn’t ordered after I had settled my bill. Though it was refunded, I was told to “check what I’m paying for in future” despite it being the hotel’s error.
On the final night, the air conditioning in our room wasn’t working. I could see it was saying it was because the balcony door was open, it wasn’t, but the door had no handles and had to be slammed shut. In doing so, I trapped my finger badly. I called reception asking for ice, explaining the injury and that the tap water was too warm to help with swelling. No ice arrived, so I had to go to the bar myself. I reported the injury again at reception that night and was told it would be logged, but no one followed up. I still have a bruised finger and potential nail damage. If a guest reports an injury, someone should check on them.
The rooms themselves are nicely decorated, but single-glazed windows mean road noise is constant. You get water, tea, and coffee on day one , but no replacements after that. Dirty glasses weren’t changed, and no milk was provided. In our room I was confused as to why my stuff was covered in dust...
Evening entertainment was repetitive , three acrobatic acts during our stay, and felt like rehearsals for next season. The performers deserved better than the handful of tables watching each night due to such low occupancy.
Food is hit and miss - we had two days of fab food but others its was left out too long and not nice.
On a positive note, Bruno and Andrea from the animation team were fantastic, and the evening compère was excellent.
However, the “towel police” were baffling. Despite the hotel being quiet with plenty of free loungers, staff would remove belongings if guests stepped away briefly. I get it and back it when the hotel is busy, it is a great idea but its empty and not open fully
On our last day, a woman nearby was gone for about 10 minutes and staff began clearing her things. I explained she’d been there for an hour and must have just popped away, but was met with aggression and even mocking behaviour from one staff member. It was unnecessary and unpleasant. He did apologise but it should not have happened in the first place
Overall, the management team needs serious customer service training. The restaurant, reception, bar and cleaning staff are all amazing - the poor attitude from the management let this hotel down - its giving Fawlty Towers vibes
I get that alot of people would not be annoyed at no gym but when you have a race coming up and it was the basis of your booking - it should not have just been brushed under the carpet as an unreasonable complaint the ignored.
My experience was disappointing due to lack of transparency, poor communication, and inadequate facilities. I would not have booked had I known the true state of the hotel. Admission of fault would have gone a long way in resolving the matter but the hotel management are so stubborn in their defense they will not take the feedback and review where they have gone wrong."
