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The restaurant staff is extremely disrespectful and disgraceful to hotel guests! They embarrass you in front of other guests. I tried my best to manage well with my two little kids (8 and 6) and a 75 years old mother, but they did everything to make our holiday a very experience at the hotel! Their way of speaking and behaving (showing fingers while speaking to you all the time) is completely wrong. They have absolutely no understanding for the situation. The made a hell for us. We will NEVER go back and I will not recommend this hotel to anyone. Even my little kids noticed clearly that restaurant staff were extremely unfriendly. We have been to Spain in different parts and never, NEVER, seen behaviour like this. Shame!!! One example: My little daughter (6 years old) needed to go to the wc in the middle of our dining. I, of course, had no choice but to take her to the wc. When we came back, the restaurant staff had already taken away our food and all the plates, water and wine from our table. We thought ok, maybe they guessed that we were gone for the evening. So we took food again from the buffet and sat on a new table. They came to us and told us harshly to leave, and told us we were not allowed to eat again because we were only allowed to enter the buffet restaurant once! For heavens sake what is this kind of treatment. They embarrass you in front of other guests. DO NOT GO TO THIS HOTEL!!! The view from our room on the 7th floor was amazing, though. Room: 2/5 View: 5/5 Pool: 2/5 Pool bar:1/5 (dead) Food: 2/5 Friendliness: 0/5 Recommend?: No!

If you're a wheelchair user, please make sure to let the hotel know with plenty of notice. I use a wheelchair that doesn't fold and I couldn't get into my room without taking the wheels off as there's a wardrobe immediately as you enter the room. Fortunately, I am able to walk and only use my chair for longer distances.l, but for others, this could be a real issue. We stayed in that room for one night and they were happy enough to swap me into a different room in the morning. That first night was awful. There were concerning dips in the floor and the noise from being next to the ocean was so loud, plus the wind rattles the windows, it sounded like I was lost at sea. The receptionist was lovely and upgraded us to a family room, no issues, though I hope for the sake of others that there are double rooms available that are more accessible, not just family rooms. The family room was luckily on the other side, so it was totally silent. The breakfasts were quite stale and the milk for the cereal was warm so stuck with the crepes every morning. We did have dinner here one evening but unfortunately, when I got to the dessert stand, there was a cockroach crawling on the food. They were very apologetic and gave both of us a glass of wine as an apology, but then still had to pay full price on the meals. Fortunately, we did bring an extension cord as there weren't many sockets and not all of them even worked. There were no ceiling lights, just plug in lamps, which made it quite dim at night. The pool is barely heated but it takes a few seconds for your body to acclimatise. The mattress is quite firm and I found the pillows were far too high. Also beware that the hotel is on a VERY steep hill. Luckily, I can actually walk quite well in hot weather but I was definitely out of breath when I got from the bottom of the hill to the hotel. The WiFi is awful and I ended up just using my data. The zoo is well worth visiting though and it's a very short distance away. As you come into the hotel, it's got a huge lovely lobby which was lovely to sit in, so it really surprised me how poor everything else was. I have no ill intentions and the staff were lovely but I have to be honest.

The hotel was clean and tidy. Rooms are spacious with a separate bedroom. Kitchen has few utensils and pans and kettles so basic foods can be cooked. Balconies have two chairs and a table. Be aware that the balcony floor is very slippery when wet. Building D next to the road can be a bit noisy at times, trash truck beeping early in the morning etc. Hotel has a minimarket with mostly sandwiches, chocolate bars, beer and wine. The staff were extremely friendly and helpful. Breakfast was ok, lots of fruit, bread and cereal but not much meat. Same goes with the dinner. Don't trust Google maps, there's no easy route to Puerto de la Cruz centrum. The area surrounding the hotel is steep hills to every direction. Sidewalks are narrow if they exist at all. Nearest grocery stores are closer to 10 minute walk away. Few restaurants are nearby. There is one hotel next to this one but otherwise the neighbourhood is fully inhabited by locals. We enjoyed our stay a lot though we found out that the only viable way to travel between the hotel and Puerto de la Cruz was taxi.

Overall, we really liked the hotel, including the dining room and the food. We were here for the second time in 2 years. We spent a lot of time outside and the hotel is in a good location. The only thing I would fix is ​​the light bulb that flickered in the women's toilets by the pool and it was annoying. We had the 4th room from the elevator which could be heard all the time, but we turned on the AC and didn't hear it again. Thank you for a lovely holiday.

Everything corresponds to the description and photographs, clean, cozy, friendly staff, nearby there is a store, a kiosk with excursions, a bus station, a beach (waves, always a red flag), you can walk to the city beach with swimming pools, the nature is very beautiful, everything is super.

I believed the reviews of this hotel which was a mistake. This could be a great hotel with a fair bit of work. Making it into an aparthotel would be worthwhile. It does need updating to match 4 star expectations Good points: Views from the hotel are great. Steep walk into the town but nice to do. Courtesy bus is useful. Public transport is quick and cheap Breakfast buffet was good with a decent selection Supermarket is easy to walk to The hotel is clean and problems are rectified quickly. Bad points No soundproofing for rooms, can hear conversations from corridors, rooms above, below and to the side. Loud music was played from rooms. This was not good Terrible mattress on the bed - never come up against such a lumpy, uncomfortable mattress. Dreadful weeks sleep No drink making facilities in the room despite the kitchenette ( which is only equipped if paid for) Unusual to not have toiletry items such as shower caps, tissues, emergency toothbrushes etc in a four star hotel Room in general looked tired - very faded furniture cushions. Woodwork was shabby. Balcony railings were quite badly rusted Adult pool was unheated and icy. It was unusable because it was so cold Gym area exists but there is very little to it - quite disappointed Courtesy bus does not run on Saturday afternoons or Sundays. When it does run the timings can be as much as 20 minutes open - which was a heart stopping moment because it almost made us late for checkout and the airport transfer Given the hotels location at the top of a hill at the top of another steep hill it was surprising there was no shop to buy some essentials - large bottles of drinking water for example. Found one vending machine that did not sell much WiFi was slow - not to the speeds it was suggested to be

Just been back again for the third year, and we’ll definitely be back next year. We love this hotel. Amazing value for money, great pool area and pool bar, we love the hot tubs. We’re always sad to say goodbye to the friendly lizards. The rooms are great, air conditioned, good soundproofing and black out blinds. All of the staff are great. We never want to go home on our last day.