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All reviews fish crisps limited spanish spanish speaking palm trees nice family holiday nice small town spanish resort baby food pool area short walk crazy golf nice size bar snacks shower bath main complaint staff speak
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Reviewed 9 August 2016

We have just returned from a one weeks stay at this resort. Overall the hotel and facilities were very good. The rooms were clean and comfortable. The large restaurant provided a good selection of self serve meal options for breakfast, lunch and dinner. The staff were friendly enough even though the majority couldn't speak English. We had no issues with the reception desk and were able to communicate satisfactorily with them. However our issues were essentially with the animation team. We had four grandchildren with us, one aged two, two aged four and one aged six. The three eldest attended the kids club on the first morning and didn't attend again as non of the animation 'team' spoke a word of English. There was a specific instance we observed where two little English boys were left on their own at the side of the pool whilst the Spanish kids were supervised and enjoyed pool activities. The temperature that day was 36 degrees and those two children looked very unhappy and very neglected. We went to find their parents as we felt they needed to know about their children. It was quite heart wrenching to see those two little boys sitting at the side of the pool looking lost and unhappy. The pool area gets very busy as the morning progresses, and saving beds is strict with towels being removed by pool attendants on a regular basis if left unattended for longer than an hour. With regard to evening entertainment, the same situation occurred in the evenings with our own children when the mini disco started. Once again, as a result of a lack of English speaking team members, our kids along with many other non Spanish children had very little idea what was going on ! Although the adult show performances were good, it was all in Spanish so we could only 'go with the flow'. Please be aware of these issues if you are intending to visit this resort. Outside the hotel at the rear, there are some stalls to browse and there is a very nice walkway alongside the beach. There is also a small marina with some shops and the local area is quite pleasant. The beach is large, expansive and clean and perfectly safe for adults and children alike.

Room tip: Fourth/Fifth floors offer good views
Date of stay: August 2016
  • Trip type: Travelled with family
    • Location
    • Rooms
    • Service
1  Thank 1952birdie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
P-Stor, Gerente at Playacanela Hotel, responded to this reviewResponded 24 August 2016

Dear Guests,
First of all thank you for your comments, because it is the best way to learn about the experiences of our guests during your holiday.
We will have very much in mind your impressions and we will work to improve these points marked so that in the next visit your perception of the product received is entirely satisfactory.

Miguel Ángel Sandoval
PlayaCanela Hotel****

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 August 2016 via mobile

This hotel most definitely does not deserve the current four star rating, for many reasons.

Positives are:-

The entrance looks grand and is generally clean and well maintained.

The pool is nice, it is clean and well maintained.

The daily maid service was very good. However, we removed unchanged bedding to prompt the need for fresh bedding.

Jessica within the Restaurant was lovely and really helped everyone and other staff, understand English families requests etc.


Negatives:-

All inclusive card system, is hard work. A wrist band would be easier, all round and the non stop monitoring of every item on the hotel system, is over the top and time consuming. This also creates pointless queues.

The internal pool bar, requires more organisation. The bar is understaffed and the card process slows down the process further, by pointless recording off all inclusive.

A significant amount of drinks are only available by paying a supplementary charge. These drinks cost no more than any of the ones included in the inclusive drinks - so appears to be a money making scheme, on the part of the hotel.

The furniture around the internal pool bar, was in places grubby and worn out - as displayed in photos. Cushion covers thread bare. Hardly a four star establishment.

The cost of the safe, was high & a further deposit was also required. Ours failed to work and the door was replaced - no refund or apology for the inconvenience.

Free wifi is not available in the rooms and we had to purchase. Yet, this did not always fully work and the cost, was not cheap.

The food was complained about to the Jet 2 Rep at the end off week one. A improvement definitely happened on the part of the hotel, with more chicken/turkey available daily or every other day. Prior to this it was simply mostly fish and cheap cuts of meat.

The Restaurant could not get their act together, with getting a system of cooking correctly on the meat cooking areas - all or nothing. Queuing for meat, which should have been cooked constantly, not put on when everything has completely run out.

The photos I have attached show, though the constant issues with under/over cooked meet.

The restaurant is like a nightmare canteen, at busy times it verges on dangerous - with people pushing / rushing around and heaving - it really is not acceptable.

The children's club is not suitable for English children. Even the notices outside are in Spanish and German. Antonia was lovely, although German spoke other languages to include English. However my 7 year old daughter, felt uncomfortable staying - so did not. This was due to non of the other children been English.

The hotel room, had a very small balcony (only two chairs)to say we booked a so called 'Superior family room'. Nothing was Superior at all and in fact, it was basic. No kettle, a tiny fridge (not even water provided), no bedding provided for the sofa bed.

At times the swimming pool was heaving - it was awful.

We noted, that even when the hotel was full, visiting Spanish families used all the facilities - this is not acceptable. It put a further strain on the already limited facilities and small areas around the pool.

The hotel lacks atmosphere and is dull. It is not a fun and happy place to be, people look somber and this is not a good sign.

It is over crowded at best and dangerous at worse, due to the numbers of people in certain areas a certain times.

We really got measure of this hotel, from been unfortunate enough to be stuck their for 21 long nights.

Local bars by the Marina offered a escape for decent food. Such as Cindy's and Sugar Reef.

Think long and hard before booking this hotel. It is 2 star plus at the most, in our opinions. We were so disappointed and we only survived the holiday by leaving the hotel most of the time, except to sleep there.

The undercooking off chicken is simply dangerous and this hotel cannot even get the basics right.

The Hotel needs to get its act together. Stop cutting corners to save costs and increase profits - most definitely will not return or recommend.

Date of stay: August 2016
Trip type: Travelled with family
2  Thank chsutch
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 August 2016

The hotel was what we expected for a hotel in a holiday resort - good facilities, lovely pool and bathing area under the palm trees slightly away from the pool and the noisy children! The food was good quality and varied to suit all tastes. The resort itself is lovely and quiet and not your usual southern Spanish resort with English bars and rowdy twentysomethings! More Spanish and Germans than British which is what we wanted. Lovely marina, long boardwalk for nice morning walks and beautiful strand beach with Atlantic waves to swim in. Downsides with the hotel were having to pay for Internet access which was a bit of a rip off, only accessible one device at a time and didn't work all of the time. The pool bar service was also quite poor and disorganised. All in all a very good holiday - would come back to Isla Canela and stay in one of the many apartments.

Room tip: Ask for a room with a view of the beach on 4th floor
Date of stay: August 2016
  • Trip type: Travelled with family
    • Sleep Quality
    • Rooms
    • Service
2  Thank Shazl64
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
P-Stor, Gerente at Playacanela Hotel, responded to this reviewResponded 24 August 2016

Dear Guests,
I would like to thank you for your comments, as it is through them the best way we can improve the quality of our service, understanding the perception of our product and most important the quality and friendly service we provide.
We stay in your entire disposal and hope that you return to visit us in other occasions, meanwhile we will continue working in achieving our goal that is that our guests enjoy their stay along their holiday in our establishment.

Miguel Ángel Sandoval
PlayaCanela Hotel****

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 August 2016

Hotel looks 4* in the lobby - thats where it ends. Been to a few spanish hotels in the past, but this was way below our expectations. We were expected to share a room, superior room - 2 adults and 2 children, this meant we shared a bed with my 11 year old and my 5 year old used the sofa bed, and we had to explain we needed bedding for it. Food was cold, and repetitive, my daughter lived on pasta with sauce and pancakes, the pancake and pasta chefs were lovely by the way. Bread was good but there were dangerously cold seafood dishes on offer. The desserts were watermelon, milk pudding and other tasteless moose type offerings. All inclusive snacks are only at 4 - 6pm, nutella spread on bread and watermelon, other snacks are to be paid for. Entertainment was poor, all spanish with no attempts to include english children, comprised of german and spanish. We witnessed english families entertaining themselves playing cards.

Room tip: Ok if a couple - not for family, brilliant views
Date of stay: July 2016
  • Trip type: Travelled with family
    • Rooms
    • Cleanliness
    • Service
3  Thank fairman2016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
P-Stor, Gerente at Playacanela Hotel, responded to this reviewResponded 24 August 2016

Dear Guests:
We thank you for your comments to which we will bear your impressions in mind, we will work in improving the marked points in order that in a next visit your perception of the products received is totally satisfactory.
As we noted in the All Inclusive information; Snacks “Tapas”: From 12:00 o’clock to 15.00 o’clock in the Bar or Pool-Bar; From opening to closing in the Bar or Pool-Bar Chips “Lays al punto de sal”, “Bocabits” and “Pelotazos” snacks or ice-cream tubs of varied flavors.
Light afternoon meal: from 17:00 o’clock to 19:00 o’clock in the Bar, consist of sandwich and a piece of pastry according to daily collection. (7 days a week)
Not included: Sanck Bar, pieces of cakes, chips “Matutano”, ice creams “Nestlé” and food/drinks in the Beach Club.
We regret not covering your expectations and we will be delighted if you offer us the opportunity to return to have you back in any of our establishments.

Miguel Ángel Sandoval
PlayaCanela Hotel****

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 August 2016

good hotel lots of choice in food which could have been hotter very noisy round pool and dining areas superior room was very good also good towel rules around the pool areas overall a good hotel with good staff

Room tip: superior rooms are excellent
Date of stay: June 2016
  • Trip type: Travelled with family
    • Value
    • Sleep Quality
    • Service
Thank Bill A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
P-Stor, Gerente at Playacanela Hotel, responded to this reviewResponded 24 August 2016

Dear Guests,
First of all thank you for your comments, because it is the best way to learn about the experiences of our guests during your holiday.
We stay in your entire disposal and hope that you return to visit us in other occasions, meanwhile we will continue working in achieving our goal that is that our guests enjoy their stay along their holiday in our establishment.

Miguel Ángel Sandoval
PlayaCanela Hotel****

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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