"The hotel’s location is excellent and easily its strongest point. It’s very central, close to everything, with Las Americas Centre around a 10-minute easy walk. Taxis are cheap and make getting around very easy.
The rooms are spacious and initially appear clean, but in reality they are not very clean at all, which was disappointing given the standard the hotel claims to offer.
Unfortunately, the overall ambience of the hotel is incredibly dull. There is zero atmosphere. Entertainment is practically non-existent. During the day, the entertainment team were extremely poor — they spent most of their time wandering around or getting each other coffees rather than interacting with guests.
Evening entertainment consisted of a single 45-minute show per night for adults, and the choices were very poor. A couple of singers were acceptable, but otherwise it was magicians or random acts that were completely unsuitable for an adult audience. Outside of this, the only place to sit in the evening was the lobby — and to call it boring would be an understatement. There was no atmosphere whatsoever, just the same person playing a keyboard or guitar every night, sounding like waiting-room background music.
In the run-up to Christmas, there was a full itinerary advertised with activities such as archery, yet almost none of it actually took place, I never saw 1 bow or arrow! I did witness a couple of games of darts but that was people making their own entertainment bot the actual team. The team would jump on the microphone each morning - say good morning and the disappear. On Christmas day they set up a photo area and to meet santa, and within minutes it had disappeared and no santa Around the pool, when this was later mentioned in another review the management rudely responded that it had to be taken down and moved to reception area due to high winds..... high winds that didn't happen and also not one member of staff told anyone around the pool this was happening, the lobby is on a completely different floor from the outside pool so if this is true which im not sure it is, not a single person unless told would know this. The only entertainment we had really during the day was the same dreary Christmas music played on a speaker on repeat and I mean dreary to the point of depressing, it occasionally switched bizarrely to what I can only describe as German hard trance music — a very strange and uncomfortable mix. I did bring this up with Management on Christmas day to see if we could get it changed to something light and fun as people around the pool were literally loosing the will to live at this point and was shrugged and said this was the Entertainment teams job and i should talk with them, when I explained I would love too if I knew where they were, she shrugged and said not her problem basically. Although this is the same manager who tried to tell us as a family that we could not have a chair around the pool for their disabled father to sit on as he couldn't get on a sunbed, she actually said it was special treatment to give him a seat and he should sit at the bar all day which would've meant he was alone away from his family as he cant get on a sunbed.....outrageous - luckily we argued the case and was allowed to pull up a chair at the end of the row of beds.
One of the most concerning aspects of this hotel is the management’s behaviour, particularly in their responses to negative reviews. Instead of addressing valid concerns professionally, management responses are defensive, dismissive, and often patronising. Guests are spoken down to, blamed, or told they should be “grateful,” which is completely unacceptable in hospitality. Reading these responses made it very clear why so many of the issues raised by guests are never resolved — management simply refuse to take accountability or constructive criticism. And im sure I will have an equally sarcastic and Untruthful response to this review but everything I have said is honest and clear.
This attitude was especially evident regarding food. While the food was generally tasty, it was the same every single day — steak, stew, or fish curry with salads, the soup was different everyday but tasted the exact same as the day before. On one occasion, the hotel made a huge effort for a group of locals dining at lunchtime, and that was the best food we experienced. Since returning, I have seen management comments stating that guests should be grateful they were allowed to eat in the buffet that day because they hadn’t paid a “premium.” This is shocking, particularly considering the thousands of pounds many of us paid to stay at the hotel over the Christmas period. That level of effort should be standard for paying guests, not treated as a favour.
Christmas itself was extremely disappointing. The Christmas Eve lunch was actually very good, but many guests missed it due to unclear communication. Christmas Day, however, was incredibly boring with minimal effort made — it felt completely lacking in care or celebration.
There are around five staff members who are genuinely fantastic, but the rest range from disengaged to outright rude. The standout staff were the lifeguards, who were consistently friendly, chatty, and interacted with children far more than the actual entertainment team.
This is not a terrible hotel — it has a lot of potential — but it is currently very basic and absolutely should not be marketed as TUI Platinum. Management clearly need further training, particularly in customer service and professional communication. I fully expect a rude or dismissive response to this review based on previous patterns, but I can honestly say this is a fair and truthful account of our experience.
As a self-catering option, I might return purely for the location. Otherwise, if you are looking for atmosphere, entertainment, or any sense of fun, I wouldn’t recommend it. We chose this hotel based on reviews from returning guests; however, after speaking to multiple returning customers during our stay, almost all said they would not return as the hotel has progressively declined over recent years. The very few who said they would return were extremely elderly, did not attend entertainment, and simply sat by the pool, ate dinner, and went to bed."
