Unfortunately, this establishment proved to be another example of Tenerife’s 5-star façade: 4-star accommodations, 3-star service, and 5-star prices.
From the moment we arrived, the experience was nothing short of appalling. At check-in, we were met by an astonishingly rude and dismissive staff member, Sr. Felipe, who, despite our presentation of a prepaid reservation via Hotels.com, insisted that we were at the wrong hotel and that our suite was fully booked. Rather than assisting us further, he proceeded to serve guests behind us, leaving us shocked at his unprofessionalism and utter lack of decorum.
It took a call to Hotels.com—and, thankfully, the intervention of a more competent staff member—to locate our booking. Astonishingly, the suite we had reserved was, in fact, available. However, it took two hours to resolve this entirely avoidable issue.
The suite itself was unremarkable: a standard apartment showing visible wear and tear, accompanied by a pervasive smell of mold. To make matters worse, the air conditioning in the bedroom did not work properly, resulting in poor air quality that forced us to leave the windows open.
On the positive side, the rest of the staff members we encountered, particularly in the clubhouse and nearby spa, were kind and helpful. Their professionalism and attentiveness provided a glimpse of the level of service one might expect from a hotel of this supposed rating.
This hotel has a long road to travel before it can justify its five stars
