Marylanza Suites & Spa

"Excellent staff and potentially, it COULD a great hotel — but SERIOUS unresolved problems ruined our stay Having travelled to 78 countries and stayed in a huge variety of hotels and resorts around the world, I genuinely believe Marylanza Suites & Spa COULD be an excellent hotel. The staff are extremely friendly, the suites are spacious, the atmosphere is pleasant and, particularly when the restaurant FIRST OPENS, the food can be very good. Unfortunately, after completing our stay, I cannot overlook some SERIOUS and known problems that had a major impact on our holiday. The two biggest issues were very simple: A horrendous recurring sewage/drain smell in our accommodation and extremely inadequate air conditioning — not only in the room, but throughout much of the hotel. What concerned me even more was what we were told when we raised these problems with reception. 🚨 THE SEWAGE SMELL WAS HORRENDOUS This became the worst part of our stay. During our final nights, the sewage/drain smell in our accommodation became absolutely horrendous. This wasn't a faint smell that you occasionally noticed. It was extremely strong, unpleasant and nauseating. At times it genuinely made us feel sick. The hotel attempted to deal with it using products to neutralise or mask the smell, but the smell kept returning. We raised the issue again with reception and were told that the problem affects some rooms rather than the entire hotel, and that they use neutralising products to try to minimise it. That response concerned me enormously. If there is a recurring sewage/drain smell affecting guest accommodation, SURELY the priority should be to identify and permanently repair whatever is causing it, rather than repeatedly trying to neutralise the smell. We were also not the only people experiencing it. Guests staying near us were complaining about the smell as well. They told us they had been offered an alternative room, but the alternative apparently did not offer comparable features to their existing accommodation, so understandably they did not consider it a suitable replacement. Simply offering a room does not necessarily solve the problem if guests have to significantly downgrade the accommodation they paid for. A recurring sewage smell inside guest accommodation should be treated as a SERIOUS maintenance issue, not merely something to be masked until it returns. ❄️ EXTREMELY WEAK AIR CONDITIONING — AND THE HOTEL ACKNOWLEDGED THE PROBLEM The other major issue was the air conditioning. For approximately the first four days of our holiday, the AC in our room was so inadequate that it simply was not cooling properly. Sleeping became EXTREMELY uncomfortable. We would wake up during the night hot and sweating, which is absolutely miserable when you are supposed to be RELAXING on holiday. We repeatedly contacted reception and repeatedly asked for a fan. Eventually, after considerable persistence, we received one. However, I later realised that this problem was not limited to our room. The lack of adequate air conditioning could be felt throughout the hotel. At reception, fans were being used. In the restaurant, the air conditioning also appeared inadequate. So this was clearly much more than an isolated room problem. During our final conversation with reception, what we were told surprised me even more. When I explained the AC problem and mentioned that I had also seen other guests commenting about the air conditioning, we were told that the hotel was aware of an issue involving the central AC system. We were also told that resolving such a central problem is "difficult" because it would “cost a lot of money.” I found that response extraordinary. Of course repairing a major hotel system can be expensive. BUT guests are also paying SIGNIFICANT amounts of money to stay here. If management is aware of a central air-conditioning problem affecting guest comfort throughout the property, then SURELY the answer cannot simply be that permanently resolving it is expensive while guests continue being given fans. A fan is a TEMPORARY workaround. It is not a substitute for properly functioning air conditioning in Tenerife. And this is particularly serious in the bedrooms, where guests are trying to sleep. I actually appreciated the honesty of the staff members who spoken to us. My criticism is not directed at those individuals. My concern is that the problem IS known, yet guests are STILL having to deal with the consequences. 😳 AND THEN, ON CHECKOUT, ANOTHER GUEST WAS ALREADY ASSIGNED TO OUR ROOM Our final interaction made the whole situation even more frustrating. Checkout was at 12:00 and we asked whether we could remain in the room until approximately 14:00. We were even willing to pay the late-checkout charge. We were told no because another guest had already been allocated to our room. That genuinely baffled me. By this point, we had reported: the recurring sewage smell, the inadequate air conditioning, and electrical sockets coming away from the wall. So my immediate question was: Why is another guest already being allocated to this accommodation BEFORE these reported problems have been properly resolved? Perhaps maintenance was going to attend between guests. I cannot know what happened after we left. But from a guest's perspective, being told that another customer was already allocated to the accommodation while we were standing at reception discussing its unresolved problems was extremely disappointing. After all the inconvenience we had experienced, even a small gesture such as allowing us two additional hours — availability permitting — or waiving a late-checkout charge would have demonstrated some goodwill. Instead, even though we were willing to pay, we couldn't stay because the accommodation had already been assigned to somebody else. It was a very disappointing way to end the holiday. 🔌 “RENOVATED” ACCOMMODATION — BUT ELECTRICAL SOCKETS WERE COMING AWAY Our accommodation was described as renovated, but some of the finishing certainly did not give us that impression. Several electrical sockets were inadequately secured and started pulling away from the wall when we unplugged ordinary chargers or devices. From what we could see, some fittings appeared to have been fixed in place in a way that simply was not robust enough. We reported this and maintenance attended. But electrical sockets should obviously remain securely attached to the wall during normal use. There were other strange details too. There was a very large wall panel and space around the television area, yet a surprisingly small television had been installed. Individually, that is obviously a minor cosmetic point, but combined with the maintenance issues, the supposed renovation did not feel particularly impressive. The accommodation itself, however, was very spacious. We had a large living area with a sofa bed, a small kitchen area and a fantastic large balcony. The size and layout were actually very good. That is what makes the maintenance problems even more frustrating: the accommodation has so much potential. 🏋️ THE “GYM” — JUST KNOW WHAT YOU ARE ACTUALLY GETTING I want to keep this point simple because the additional charge is disclosed by TUI. The "impressive" fitness facility advertised alongside Marylanza's hotel facilities is not included in the all-inclusive package. The fitness centre mainly serves EXTERNAL CUSTOMERS, and because it is physically attached to Marylanza, the way it is presented by Marylanza/TUI can give the impression that it forms part of the hotel's own facilities. In reality, it belongs to a SEPARATE independent company called SPACIO10. Even if a Marylanza guest only wants to use the BASIC gym equipment, they MUST pay an additional fee. That is EXTREMELY annoying. In my opinion, this should be presented much more clearly, along the lines of: “The hotel does NOT have a gym. Guests who wish to use the INDEPENDENTLY operated gym attached to the hotel can do so for an additional fee.” That would make the arrangement MUCH clearer. Having stayed in much simpler hotels — even hotels that were not all-inclusive — where gym access WAS included for guests, I personally found this disappointing. However, because the additional charge is disclosed, I simply advise anyone who trains regularly: Be aware before booking that your all-inclusive package does NOT include gym. 🔐 SAFE IN THE ROOM — EXTRA CHARGE Another thing I personally found disappointing was having to pay separately to use the safe ALREADY installed inside our accommodation!!! Again, this is not about whether the amount is large or small. IT'S THE PRINCIPLE OF IT. It is simply something I have rarely encountered in the type of all-inclusive resorts we normally choose, and it contributed to the feeling that there were too many little extras. 🏖️ POOL TOWELS — DEPOSIT REQUIRED Pool towels also require a deposit. I asked what would happen if we left our towel on a sunbed while swimming and somebody took it. We were told we would lose our deposit. I understand hotels need to prevent towels disappearing, but many resorts manage this through a SIMPLE towel-exchange system. Again, this is not something that would ruin a holiday by itself. But alongside the safe charge and separately charged fitness centre, it adds to the feeling of too many little payments and deposits for an all-inclusive resort. 🍽️ THE FOOD CAN BE EXCELLENT — BUT GO EARLY! I initially wanted to give the food extremely high praise because we had some genuinely excellent meals here. There can be steak, prawns, chicken wings and other very good choices, and when the restaurant is fully stocked the selection can be delicious. However, during the holiday we noticed something important: GO EARLY rather than towards the end of the dinner service. On several occasions, approximately an hour before the restaurant was due to close, many of the better options had disappeared. Instead of replenishing the same quality of food, some of the remaining or replacement choices were much more basic, including things such as chicken nuggets. I actually asked a chef whether more of the previous food was coming. I was told no and that “guests had taken a lot of it.” That answer surprised me. Surely, if the restaurant is still officially open for another hour, guests arriving later should still receive a reasonable representation of the dinner service — not feel as though they have arrived after all the good food has gone. People eating later have paid THE SAME AMOUNT for their holiday as people eating when the restaurant first opens. So my assessment of the food is: Very good when everything is available — but don't leave dinner too late. ⭐ THE STAFF ARE THE HOTEL'S GREATEST ASSET And now something I want to make absolutely clear: The staff are genuinely lovely. The people we encountered in the restaurant, bars, reception, the TUI representatives Rafa and Julie, and around the hotel were generally friendly, welcoming and pleasant - EXCEPT the lifeguard lady with long hair VERY RUDE and shouting instead of explaining things calmly and professional. Overall for staff friendliness, I would happily give 5 stars. Even when I strongly disagreed with some of the explanations we were given, the staff themselves were generally polite. My criticism is therefore primarily about the hotel's MAINTENANCE, SYSTEMS and MANAGEMENT DECISIONS, not the ordinary employees working there. 🌴 GREAT SPACE, RELAXING ATMOSPHERE AND GOOD LOCATION There are other positives too. The accommodation was extremely spacious, particularly the living area and balcony. The hotel generally has a calm, relaxing atmosphere rather than feeling excessively noisy. The location also suited us perfectly well. It isn't beachfront, but the beach is approximately a 10-minute walk away, which we knew before booking and therefore have absolutely no complaint about. ⭐ FINAL VERDICT — SO MUCH POTENTIAL, BUT THE BASICS MUST BE FIXED This is what makes Marylanza so frustrating to review. There is the foundation of a really good hotel here. Wonderful staff. Potentially excellent food. Huge accommodation. Fantastic balcony. Relaxing atmosphere. Good location. But none of those things can compensate for spending nights in accommodation with a horrendous recurring sewage smell or struggling to sleep because of inadequate air conditioning. And the AC problem appears to extend well beyond the bedrooms, with inadequate cooling also noticeable in areas such as the reception and restaurant. These are basic comfort and maintenance issues. What concerned me most was hearing that these were not necessarily completely unexpected problems. We were told the sewage/drain smell affects some rooms and that neutralising products are used to minimise it. We were told the hotel is aware of an issue involving its central air-conditioning system and that a permanent solution is difficult because of the COST. That, for me, is the most disappointing part of the entire experience. Hotels inevitably experience faults. Things break. Problems happen. I don't expect perfection. But once a significant recurring problem is known, the important thing is HOW permanently and seriously it is addressed. Masking a sewage smell with neutralising products and providing fans because the AC isn't cooling adequately may help temporarily. They do not address the underlying problems. And then being told at checkout that another guest had already been allocated to our accommodation, despite us having just discussed its reported issues, left us with an extremely disappointing final impression. Having travelled to 78 countries, I have experienced everything from very simple hotels to ultra all-inclusive resorts. Marylanza is certainly not the worst hotel I have stayed in. In fact, that is exactly why this review is frustrating to write: it could be so much better. The hotel already has some of the hardest things to get right — wonderful staff, good food, spacious accommodation and a pleasant atmosphere. Now management needs to get the basics right AND INVEST IN THE HOTEL. Fix the air conditioning properly. Investigate and eliminate the source of the sewage smell rather than masking it. Make sure renovated rooms are actually maintained to a proper standard. Keep the quality of the buffet consistent throughout the advertised dining hours. And perhaps reconsider some of the little extra charges that make an all-inclusive stay feel less inclusive. Do those things, and my review could have been completely different. Unfortunately, based on the experience we actually had, I could not personally recommend Marylanza without warning future guests about these issues first. For me, this hotel has the potential to be a genuine 4-star experience — but in its current condition, it still has some way to go. I WOULD ALSO LIKE A TUI REPRESENTATIVE TO CONTACT ME Given the extent of the problems we experienced — particularly the recurring sewage smell, inadequate air conditioning, maintenance issues and the inconvenience these caused throughout our stay — I do not believe that simply posting a review should be the end of the matter. I would therefore appreciate being contacted directly by an appropriate representative from Marylanza and/or TUI to discuss our experience properly and to consider an appropriate resolution for the inconvenience and disruption we encountered during this holiday. I believe that would be a fair and reasonable opportunity for the hotel and holiday provider to respond to the concerns raised above and demonstrate how SERIOUSLY they take the experience of their guests."

"The hotel is attractive, modern and clean. Two swimming pools (one large and one slightly smaller) with plenty of sunbeds. Location is just outside the centre of Las Americas, but can easily walk into town in around 15 minutes or get a taxi for about €5. Food was good - plenty of variety at the restaurant and tasty snacks at the pool bar. Particularly enjoyed our visit to the Japanese teppanyaki restaurant. Room was huge, but a little dated - large bedroom plus separate living room/ kitchenette and a large balcony. Our room was at the front of the hotel on the road so not the best of views (overlooking caravan park) and a bit of road noise - not particularly a problem for us but would recommend getting a room at the other side of the hotel if this matters to you. Overall thoroughly enjoyed our stay."

"POOLS - hotel has x3 pools surrounded by beautiful greenery & palms. On arrival noticed children’s pool was taped off & closed due to wasps around the edge drinking the pool water. This was monitored by staff & opened & closed depending on wasp numbers. By afternoon though there were high numbers of wasps all around edge & pool was often closed off around 1:30 ish or even all day. Be careful using sun loungers at this pool as I was 9ft away & was stung by one. On the plus side was always plenty of sun loungers/parasols available round children’s pool up until around 10:00 & beyond sometimes. Very quiet this end also compared to music blasting out at opposite end. Saw lifeguard a couple of times remove towels off unoccupied sun loungers before 10:00. Male lifeguard is on it with no food round pool rule you will be asked to go back to pool bar. ROOM- we had a standard golf view suite which was very spacious & clean. The view of the golf course was stunning, quiet and peaceful. Our balcony got no sun but that didn’t bother us as was a break from the heat. Shake towels which have been drying on balcony as there will be moths on them. Air con in room and throughout hotel was adequate to non existent at times, even saw staff on reception/ lobby bar fanning themselves. Some mould on tile grout in bathroom & ingrained dirt on tile grout on floor throughout suite. Apart from that can’t complain as we weren’t in newly renovated room. Bed comfy, pillows uncomfortable, shower powerful & hairdryer excellent power. LOCATION- was excellent your not in the thick of it but within walking distance. Supermarket across road in a shopping complex with several shops H&M, sketchers & others. Out the front doors & turn right down a busy road are shops, bars, restaurants and 5 more minutes & your at beach front. Playa has so many shops will keep you busy all day. No need for a taxi not that far & we had a 8 year old in tow. FOOD- was ok not a lot of choice/ options compared to other 4* hotels we have stayed at. Breakfast & lunch no problem finding something to eat but dinner me & my partner struggled some nights & we are not fussy eaters. You won’t go hungry though and what we did eat was ok. Kids options are pasta with two different options of sauce, pizza & chips. Always fresh meat being cooked & vegetarian/gluten free option available. Food was not always clearly labelled as to what it was. Pool bar there are burgers, hotdogs, chips, toasties and little ice cream pots. Self serve drinks are branded fizzy options, milkshake, slushies, water, beer Amstel ,wine (red,white, rose). Tried a few cocktails which were very nice. Ai beer served at bar not nice often flat. ENTERTAINMENT- can’t comment much on this as we didn’t see much of it. We did go to the mini disco a few times which was quite poor compared to other 4* hotels we’ve stayed at lacked energy/ enthusiasm. The one kids entertainer was lovely though. The bellingo bar is I felt where the best air con was in entire hotel and I loved the decor. CONCLUSION - would I stop here again? NO. This is due to children’s pool not available the majority of the time during our stay, hotel needs to get on top of the wasp problem! Also food not great and poor air con. Tui advertise this as platinum it is far from that in my opinion. If you want friendly staff, a well located and clean basic hotel then you can’t go wrong booking this."