"This is the first review from me, and I honestly feel like I need to share my experience as it would have made me rethink visiting this hotel.
We arrived quite late was after 9.30pm so were quite tired and very ready to relax and enjoy or holiday. Upon reaching reception I felt like the ladies on reception were ready to pounce, give us your passports, they then directed us to the last remanences of the buffet which was pretty poor, when we got back to reception we were told that as our kids were over 12 (classed as adults) we had to book another room at a cost of over €4000 I explained that my kids were both ASD and I would not be comfortable with them in another room, but this fell on deaf ears, there was apparently no way around it, I asked for my money back and I would try and get somewhere else to stay and was told no refunds, so basically I was stuck. We paid a lot for this hotel to start with and them looking thousands more was insane! In order to get us into a room as we were all exhausted I paid, we met in the middle, but this was a bill I did not expect to pay, and lets be honest not everyone has a few spare thousand to spend on a whim!
But to add insult to injury when we got to the room it could easily have accommodated 2 adults and 2 teens (13+15) there was a very big pull out sofa that was more than adequate for my kids!
We put the first night to bed and just decided to make the most of our 5 star holiday. The next day on the balcony of one of the rooms there was a dead cockroach, I assumed cleaning would remove it when they came, I was wrong, it was front and centre so no way they could have missed it, returned to the room to get ready for dinner - dead cockroach still there! I call reception to ask if someone could removed it, was done while we were out, thought ok great hot country, as long as they are outside the room!!! Wrong! arrived back upon entering the other room turning the light on my son yell 'ohh there's cockroaches on the wall !' I call reception and they sent 2 cleaners, who arrived with a small dustpan and brush and I can of bug spray. They looked for the cockroaches squashed them with their feet onto the mat we walk on, brushed up the remainder of them and off they went, I could hear a clicking like something else was hiding in the room so I decided I will move to the other room to get away from them. Next morning I woke to a new dead cockroach in the middle of the floor of the second room - this time I went to reception and asked to be moved, they moved us the next day to a 4th floor room , thankfully after that no more bugs in the room, but be aware that they are running around outside the hotel grounds. One night we had dinner in Route 66 and they were at our feet, you will see them scuttling around or squashed. I have been to the Canaries many times and many hot countries and never been at a hotel that had this many, I was shocked how this 5 star hotel had this issue, was not what we were expecting!
Food at the hotel is generally quite good, its nice to have a few dining options, we ate at the Italian and Route 66 twice and the Japanese once, food in these restaurants were very good and the show cooking was a nice experience.
Entertainment - well this was disappointing, most nights it was a Karaoke session, and some a BAD Karaoke session, not good for a hotel of this standard, the entertainment in the theatre was not very appealing lots of people standing at the door so no encouragement to go in and watch, plus it was usually so hot in there we went to the rooftop bar.
Drinks - Drinks are good quality, when you get them! I believe this hotel makes it as difficult as it can for you to get a drink, they don't want anyone at the bar, and insist on table service, however there is only a couple of waiters who have the gadget to take the order and once they do take the order you will wait a while for it to be delivered!!! Plus they make a show by, if you order a spirit, the waiter will bring the full bottle to your table to pour it! This not only slows the whole serving process but its a big accident waiting to happen, which we witnessed.
Although this hotel is marketed for families I would not take babies or small kids, or if you are in anyway elderly or mobility is an issue its not very friendly, there are very steep sets of steps everywhere, its is built on a hill and from reception to the bottom pool there are 4 sets of very steep steps which are quite dangerous, plus around the pool can get quite slippy.
Overall this was not our best holiday, we had great expectations for this and really looked forward to it but in all honesty having some nice tiles, shower toiletries and a dressing robe does not make it a 5 star hotel, there are definite issues here that need to be addressed."
