"The location of the hotel is further away from the resort centre but we knew this coming as we have stayed in the resort many times. There is a lovely beach just to the left of the hotel and ideally located for Atlantico Mall.
We have never stayed at this hotel before and would not return. The positives are the animation team who all tried to make everyone's stay enjoyable as did the staff at the lobby bar upstairs and the public relations representative.
Unfortunately that is the only positives we can take away from our stay, we had no air conditioning in our room for 4 days and when repaired it did not make a difference. Totally inadequate and unpleasant in the height of summer. An option given was to move to a room where the deputy manager Debbie told us it would just be the same, as all the rooms of that type have the same air conditioning unit.
We didn't expect the room to be a freezer but for the room to be cool and to be working appropriately which it wasn't at all. Despite what management said, there was an issue with the air conditioning. We have stayed in Caleta De Fueste in different hotels on numerous occasions and never had any issues with air conditioning.
We were offered to move to another hotel, however this would have incurred additional charges for ourselves as it was only full board and not all inclusive. We didn't see why we should have to incur charges for something that was not our fault.
In addition, our whole party could not move at the same time meaning a single female would be left alone at the hotel.
We were given fans caked in dust, which if used would have caused one of our party to become severely unwell due to their respiratory issues. It took 24 hours for the fans to be cleaned and we had to take and collect the fans to reception ourselves.
We found the hotel to be tired and needing updating. Staffing levels were low, and not enough staff to complete basic tasks including refilling hand soap, ability to order a drink with your lunch or dinner.
There were also issues in the room requiring attention including patio doors, these were never inspected.
Most of the staff were rude and dismissive, including Debbie part of the management team. We feel that if she is the one giving directions no wonder the staff are treating customers in this way.
There was a lack of communication between staff members and basic requests were not responded to. I am unsure if this was due to the staff being overstretched.
One of our party suffers from coeliac disease and was given food clearly not gluten free. They took unwell, and recognised the signs as having being exposed to gluten. Staff disinterested and took no responsibility.
There was an altercation between guests in the restaurant which upset members of our party as well as other guests. There was no presence of staff and situation went on for far too long before being resolved.
We found the food to be poor quality, and very little options for children. It was all draught soft drinks included with all inclusive, which were not great.
The pool showers only worked twice in 14 days, the bottom of the smaller pool is a trip hazard as it has an uneven surface. There is also a lack of parasols around the pool area.
One of our party had bites in lines which we were concerned by bed bugs. Hotel adamant they inspected and there was no sign. But they changed the mattress without our knowledge. We know this because the original mattress was badly stained on inspecting for bed bugs.
Overall, we feel the hotel needs to make serious improvements to be worthy of the rating of a four-star hotel as at the moment it falls way short."
