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"We were there for two nights,20-22/3, the breakfast was excellent, swimming pools lovely and room was great on the first night. The second night we couldn’t sleep most of the night as it was raining heavily and water was dripping through the balcony window onto the floor making a sound even when I placed three large towels on the floor. In the morning when we were leaving I spoke to Stephanie, customer relations, and told her we couldn’t sleep: she said we could have changed rooms, I replied that it was 2.00 in the night and we were also leaving that morning, also that we would not be returning to the island.She said she would look into the matter, I also showed her a video taken during the night. Later I asked her if the hotel could pay for our taxi into town as compensation,she said it was not possible as they were a different company. Later I received her email saying that the weather had affected many other businesses and that I could get an upgrade if I booked again. She clearly did not listen to me when I said we would not be returning ever again. I feel that this is unacceptable, especially as this was an expensive hotel, the customer service was not up to standard. I have used Hotels .com for many years and never complained, but in this instance I think that some compensation is required "

"We've had a disappointing stay this week. It began at check in when the staff seemed disinterested and not very knowledgeable. We weren't offered help with our cases and had to carry them up 27 steps. The room lacked character, but was generally clean. We tried to book in at the spa to be told it was fully booked ( not a problem). We tried to book later into the week and the staff member then booked us onto the wrong day. Again we decided to switch our itinerary rather than have to explain again. I then received no fewer than 7 emails all in Spanish regarding our booking. I had no idea what they said, so had to go back upto the spa to check all was okay. On the morning of our booked treatments we turned up to find the thalasso was out of order ( no email this time). We had our massages and decided to use the thalasso part later in the week. The massages were a great disappointment, very lacklustre and quite a bit of the 50 mins seemed to be hands off. The room was cold and bare and lacked ambience. We returned later in the week to use the thalasso and found a private party was going on, on the terrace. So instead of a relaxing and serene time all we could hear was the loud boom boom of the base music. The men's changing rooms, were out of use and so we were all in together. Not a big problem, but again no mention pre arrival and it's a very small space. There's lots more I could add, including lack of a freindly atmosphere, but unfortunately I have run out of characters. "

"Great place"

"Good breakfast, nice room but ‘kitchenette’ is stretching it, there was a fridge and a tea making tray! Busy hotel in the heart of Playa del Ingles, lovely staff and very clean "

"Breakfast was fabulous and the hotel has great amenities. The Michelin restaurants were world class but the general restaurant (1890) was ok but there was too big a difference between the quality of the restaurants. The biggest issue was the main bar where the service in the evening was very poor with a 25 min wait to get a drink. Many people were unhappy about this. Overall the hotel is very nice but be prepared for the bar.."

"Hotel is centrally located, close to cruise pier, bus station and walking distance to beach and restaurants."

"Had a perfect week's stay. All the staff were so friendly, helpful, and made us feel incredibly welcome. Breakfast was fantastic - we loved the pancakes, fresh fruit, and eggs. The pools are beautiful and as the main lazy river winds around the beautifully planted grounds there's always somewhere fairly private and quiet to lay out. The bars are very fairly priced, with great drinks. Housekeeping quick and great attention to detail. Little details like the access to shower room after you've checked out are so helpful! We don't want to leave! "

"Internet no work in some rooms Safe box no work,coffee machine no work "

"My agency tried to get in touch with them for an urgent cancellation due to hospitalisation ignoring them by phone and email. Shameless and greedy!"