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“Horrible holiday” 2 of 5 bubbles
Review of Hotel Puerto de la Cruz

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Hotel Puerto de la Cruz
Ranked #19 of 80 Hotels in Puerto de la Cruz
Gloucester, United Kingdom
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
“Horrible holiday”
2 of 5 bubbles Reviewed 15 January 2012

My review would contain 2 sheets of A4 BUT TO SUMARIZE Road dug up outside constant noise, swimming pool closed all week due to maintenance, second pool only reached via 84 lava steps, no pool bar open, no thomson rep, no welcome party, only 6 English people, no or very liitle entertainment at all. Food average.Courtesy bus could not pick outside hotel due road works.Long walk to front, had to take taxi, was'nt worth it. Access to hotel was via a gang plank,very dodgy.If half of this was told to me at time of booking I would not have booked.

Room Tip: Dont Go to this hotel
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  • Stayed October 2011, travelled with family
    • 2 of 5 bubbles
      Value
    • 1 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
5 Thank jean c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose_LC, General Manager at Hotel Puerto de la Cruz, responded to this review, 22 May 2012
Dear jean c:
Thank you very much for taking the trouble of sharing your experience with us and other Tripadvisor travellers. I greatly regret that your stay with us coincided with the works that were being carried out by the Town Hall on the road outside our Hotel, as well as the closure of one of our swimming pools for maintenance work. Your comments certainly help us to meet the needs and preferences of customers who visit us. Hoping to have the opportunity of welcoming you once again in our hotel soon, meanwhile, receive warm greetings from the beautiful island of Tenerife.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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935 reviews from our community

Traveller rating
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Rating summary
  • Location
    3.5 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (88)
Date | Rating
  • Czech first
  • Danish first
  • Dutch first
  • English first
  • Finnish first
  • French first
  • German first
  • Greek first
  • Italian first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
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  • Any
English first
Scotland
Level Contributor
16 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
1 of 5 bubbles Reviewed 4 January 2012

We stayed at this hotel over Christmas and New Year. The hotel, its services and location were good.

However, a number of the hotel staff (specifically the senior male bar and restaurant staff) were disrespectful, rude and obstructive. All other staff including the more junior restaurant staff, the housekeeping staff and ‘most of’ the reception staff were extremely courteous and helpful.

The contemptuous attitude appeared to be displayed to all guests generally, and had the feel of a long standing ingrained approach to service.

The hotel also appeared to be woefully understaffed, which led to significant waiting times to be served, most evidently at the bars. All staff also seemed to work long hours.

There also appeared to be an inflexible rigidness to the regime of the hotel, and because of an absence of written information as to the rules and guidelines of the hotel (as you would expect to find in a guests book in your room), it was not apparent that one had violated an unwritten rule until chastised by the staff (i.e. attempting to access your own drink in the restaurant, as is common practice in other ‘all inclusive’ hotels).

We were ‘all inclusive’, but we realised once we had arrived that the hotel also offered other board basis, thus the hotel seemed to be trying to offer all things to all people. We had speculated that the 'all inclusive' arrangements may have led to the ‘grumpiness’ of the staff. Had the more senior staff worked there prior to the implementation of ‘all inclusive’ arrangements and did they now feel cheated out of tips that were perhaps more evident pre 'all inclusive’?

Because we had to approach staff to access all drinks – and because this was a task which only the senior staff seemed to be permitted to deal with, it was impossible to avoid interacting with the rude staff. This meant that we had to endure various degrees of contempt several times per day. As a consequence we left the hotel, to drink in local bars (for respite) on an almost daily basis, despite having paid for the pleasure of an ‘all inclusive’ holiday.

The kindness of the good staff was significantly overshadowed by the contempt from some of the senior staff.

We have experienced all inclusive holidays in the canaries several times in the past – so we know that the Canarian people are generally pleasant. Therefore, the problem would seem to be something about the culture of this hotel specifically. I am therefore absolutely flabbergasted at the previous reviews that suggest all of the staff were fantastic. This led me to feel a little suspicious as to exactly ‘who’ had written these glowing reviews.

The poor experience of service we endured at this hotel led us to seriously consider bypassing future ‘all inclusive’ holidays, so that we have the choice to leave if we are faced with bad service.

We will never return to this hotel and we would not recommend this hotel.

Room Tip: Whilst the building work continues in the street, i would advice asking for a room facing away from...
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  • Stayed December 2011, travelled as a couple
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
6 Thank Sammyboy217
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose_LC, General Manager at Hotel Puerto de la Cruz, responded to this review, 22 May 2012
Dear Sammyboy217:
Thank you for the trouble you have taken in making us partakers of your experience at our Hotel. Following your comments, we have implemented new procedure manuals for the staff in our Restaurant and Bars in order to achieve better quality of service towards our customers. No doubt your comments help us to meet the needs and preferences of customers who visit us and we hope to have the opportunity of welcoming you to our hotel on a future occasion so that you may appreciate the improvements we have made.
Receive warm greetings from the beautiful island of Tenerife.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Travellers are raving about these Puerto de la Cruz hotels

Scotland
Level Contributor
132 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 217 helpful votes
2 of 5 bubbles Reviewed 3 January 2012

Sol hotels are usually above average, however, there's always the exception!
First of all, we visited just before xmas and the roadworks..etc, mentioned so many times in TA are more or less complete and are no longer a nuisance.
Twin, sea facing room was OK, although a bit worn around the edges. Could feel the springs in the mattress and complained about this next day. Maid inserted an 'extra thick' mattress cover and this worked fine. WiFi was so weak as to be non existent - I could only log-in 2-3 times over my 7 day stay.
The exceptionally well attired hotel General manager was constantly 'on patrol', being seen I guess, rather than doing anything useful. If he had wanted to be useful, he would have done something about the disgusting 'slop' served-up for breakfast in the dining room. Never before tasted such poor quality coffee and if there's a water shotage in Tenerife it's because the orange juice and other fruit juices in this hotel are watered down so much. I asked for an omelette the first morning and believe it or not, the lady cooked it on a griddle - the congealed and 'glazed' result was simply inedible. Fortunately, we were BB so only had to subject ourselves to this 'slopfest' once a day.
To be fair, cleanliness was fine and the staff were helpful. Outward appearance of the hotel merely confirmed it's passed sell-by date.
Although our stay at this hotel was tolerable, I definitely won't go back.

  • Stayed December 2011, travelled with family
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank Ian057
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose_LC, General Manager at Hotel Puerto de la Cruz, responded to this review, 22 May 2012
Dear Ian057:
Thank you very much for taking your time in sharing your experience with us. Thank you also for your reviews and we take into account your remarks on our breakfast service. No doubt these comments help us to meet the needs and preferences of customers who visit us. We are very pleased about your opinion on the attention of our staff and the cleanliness of the hotel and this encourages us to continue offering our customers the best service. Greetings from the beautiful island of Tenerife.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
98 reviews
93 hotel reviews
common_n_hotel_reviews_1bd8 104 helpful votes
2 of 5 bubbles Reviewed 27 December 2011

The room had a run down feel and very weak internet connection and so asked to change room,which they willingly obliged. The room was spacious but had a run down feel,internet worked but very slowly.
Main problem was in the day the room was just too warm and yet they turn of the ac in September. So because of that I left within two days. The atmosphere of the hotel was ok.its on a hill with road works outside which creates a lot of noise. Breakfast was appealing quality.
However seemed friendly and peaceful place despite major problems

  • Stayed November 2011
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank gabrieltheangel72
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GTA
Level Contributor
70 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 73 helpful votes
3 of 5 bubbles Reviewed 21 December 2011

Puerto de la Cruz is a lovely town – great shops and restaurants, a cute town square, nice walks along the water and home to a fabulous zoo. This hotel is totally decent – nothing luxury but the rooms are clean and nice, the pool area and breakfast is good, really nothing to complain about. I would highly recommend visiting Puerto de la Cruz as town and so I’m not sure how much choice you have in terms of hotels – in La Laguna or Garachico you could find beautiful, authentic, quaint, boutique hotels but I’m not sure you can find that type of hotel in Puerto de La Cruz – as such Sol is a great choice for exploring the north of the island. The hotel is steps away from public transport that takes you all over including into the mountains for beautiful hiking trails. This hotel is not right in the centre of the town but it is a very short walk.

  • Stayed May 2011, travelled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
3 Thank GTATravel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hotel Puerto de la Cruz

Property: Hotel Puerto de la Cruz
Address: Avenida Marques de Villanueva del Prado, 38400 Puerto de la Cruz, Tenerife, Spain
Phone Number:
Region: Spain > Canary Islands > Tenerife > Puerto de la Cruz
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#14 Luxury Hotel in Puerto de la Cruz
Price range (per night): $69 - $225
Hotel Class:4 star — Hotel Puerto de la Cruz 4*
Number of rooms: 300
Official Description (provided by the hotel):
The Hotel Puerto de la Cruz is located in the residential area of La Paz of Puerto de la Cruz, with fantastic views towards the sea or towards Mount Teide. The hotel has been recently refurbished and is surrounded by a splendid subtropical garden with a large variety of regional plants.It is situated 10 minutes from the city centre and from the Martiánez swimming pool and artifitial lake complex, creation of the lanzaroteño artist César Manrique.The capital Santa Cruz is 35 km away and the airports Reina Sofía (south) and Los Rodeos (north) are 96 km and 25 km away respectively. ... more   less 
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Also Known As:
Sol Puerto De La Cruz Hotel Puerto De La Cruz
Puerto De La Cruz Sol
Hotel Puerto De La Cruz Tenerife

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