2 stars because despite a great looking hotel, good location and good food, it shouldn’t hold 5 stars and I am very disappointed by the overall service.
Particularly the way they handled the fact that a cockroach, alive, was found in the hairdryer of the room.
I’m not sensitive to insects at all and actually did not care that much, but the way the man from the reception talked to me and handled the situation was unacceptable.
You cannot say that this is something which can happen and that I have to deal with it, in a haughty attitude, especially when I was just asking for it to be removed.
I never heard back from them, not even for an apology or a special attention (which you would have had for sure in any other hotel with such a reputation).
It’s one thing to have a good exterior appearance, but you also must be dealing with clients in a correct way and provide a quality service when you boast so much about being a luxury 5 stars hotel.
Other things to be noticed:
- fruits in the breakfast are terrible for such a hotel in a location like Tenerife
- courtesy from the staff could be largely improved in general
- the condition of the shower is bad
- light not working near the bed
Disappointed to write such a review but unfortunately this was our experience and there’s no chance we will come back.