"This was our first family holiday with all of our children, so regardless of the hotel itself, we still managed to make some lovely memories together. For that, I'm grateful.
We knew this was a 3-star hotel, so we weren't expecting luxury. However, after arriving on 20th July following a long day of travelling in extreme heat, our first impression was disappointing.
The reception area felt very basic and lacked the welcoming atmosphere we expected.
The staff on arrival were friendly and helpful.
Unfortunately, our room wasn't suitable for a family of five (three adults, one child and a 16-month-old toddler). It felt very cramped and was in need of refurbishment.
The skirting boards were coming away from the walls, we noticed ants in the room, the beds had an unpleasant smell, the walls were marked, and one of the mirrors was loose. The large, heavy glass door also felt unsafe, particularly with a young toddler.
The bathroom was another concern. Every time we showered, the floor flooded, making the already slippery tiles hazardous. Our toddler slipped several times despite us being extremely careful.
We asked if it was possible to move rooms after seeing that other family members had a larger, more suitable room, but unfortunately our request was declined.
The hotel generally felt quite dated and in need of updating. The showers and swimming pool both used salt water, which left our skin and hair feeling very dry.
The pool area was extremely busy most days. It was often difficult to relax, especially while holding a young child, as games involving large balls were taking place around other guests. We also noticed green build-up around parts of the pool edge, which didn't give the best impression of cleanliness.
The restaurant had some enjoyable meals, but on many days our children struggled to find food they liked. They mostly ate pasta, although it was sometimes dry, and our toddler found it difficult to eat. At busy times there were also occasions when plates or cutlery had run out.
The bar staff were lovely throughout our stay, especially the older gentleman working at the daytime bar, who was always friendly and welcoming.
The entertainment team clearly worked hard, particularly with the children's mini disco each evening, and they deserve credit for the effort they put in.
One thing that really surprised us was the deposit system for plastic cups. We rarely carry cash, so after arriving hot and thirsty from travelling, we were unable to get drinks until we found money for the deposit. We also had to leave deposits for plates at snack time, and snacks were prepared to order through a hatch rather than being available buffet-style.
There were also a few safety concerns. The bridge and surrounding walkways became extremely hot in the sun, and we saw several children burn their feet while running across. Some of the poolside flooring was very slippery, there was a section of fencing around the upper pool that felt unstable, and one of the pool ladders seemed loose, which was worrying when using it with a small child.
Overall, a holiday is what you make it, and we still created wonderful family memories. However, this holiday cost us almost £5,000, and for that price we expected a much higher standard.
We've stayed in much better hotels in Gran Canaria for considerably less money.
Sadly, the condition of the hotel didn't represent good value for what we paid, and it has made us think twice about booking this type of club holiday again."
