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Hotel Puerto de la Cruz
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Reviews (1,197)
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All reviewsupper poolsteep hillswimming pools arebbc worldhalf boardreception areacourtesy busbar staffhotel caterssaladstay at this hotel againall inclusive packagepublic areasevening entertainmentbreakfast and dinnervisited this hotelclean hotel
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248 - 253 of 1,197 reviews
Reviewed 8 April 2012

Having stayed at this hotel 3 times. I found the last time the food was really poor. Complained to the management and he said he was new but the same chef was in charge, would not go back

  • Stayed: December 2011, travelled with friends
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6  Thank Dorothy B
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 reviewResponded 21 May 2012

Dear dorothyb b
Thank you very much for taking your time in sharing your experience with us on Tripadvisor. Thank you also for your comments about our food, we take into good account your observations and no doubt these comments help us to meet the needs and preferences of customers who visit us. We hope to have the opportunity of welcoming you to our hotel on another occasion, 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
Reviewed 2 April 2012

Puerto de la Cruz is a busy town with lots of traffic. The Sol Melia is situated on a main road into the centre and therefore half of the rooms numbered in the 20’s and 30’s face the pool, the mountains and this road. This is fine is you want an early start as the road quietens in the evening, but remember the rooms look out onto this road and therefore people can see into the rooms on a number of floors. The rest of the rooms face the town, the sea and a camino behind the hotel. However, some of these rooms numbered in the upper 30’s and low 40’s are above the lounge area and have the noise of the nightly entertainments which finish at midnight and, depending what this is, the bass beats can be intrusive.
The rooms themselves are adequately furnished but in ours the carpet should have been replaced some years ago, as should the bed linen, which was worn and had been poorly darned in places. The cleaning was adequate but in no way obsessive – maybe they only do this in between guests. However they did replace the towels most days which was unnecessary.
The restaurant, as with any large hotel, appeared, on the surface at least, to comply with food hygiene requirements, however we noted a great deal of chipped crockery and glassware. This would not be acceptable in a U.K. establishment due to its ability to biologically or physically contaminate food. We found the service and food replenishment was noticeably poorer when the Maitre D was not on duty. Also they did not appear to have sufficient crockery as there were times, both morning and evening, when there were no fresh plates available. When fresh supplies arrived these were often wet and needed to be dried off before use, another issue as far as food safety is concerned. Generally there was a wide range of food choices and the cooking standard was satisfactory.
Our main issue with this hotel was the lack of security. Our room was accessed (no sign of forced entry) and our bags opened, searched and items stolen. The hotel staff appeared to be not too interested, nor did the national police in Puerto de la Cruz police station – who claimed not to speak English. The hotel staff did not seem to understand that our complaint was that their security was apparently non- existent. We were offered an alternative room but declined as there was no point if any room could so easily be opened. We felt that we were entitled to some sort of feedback from the manager who claimed to be able to check the computerised access records, but we did not hear any more from him. He seemed to spend a lot of his time collecting plates in the restaurant – surely not one of his most pressing duties. Our advice would be therefore not to leave anything of value in the room and to hire the room safe although we had heard that this was not necessarily foolproof. The most disconcerting thing for us was less about the minor loss but the fact that it was so easy for someone to enter the room and search through our possessions.
All in all we felt that although the hotel has great potential it is poorly managed. We would not advise others to avoid this hotel however after our experience we won’t be returning.

Room Tip: rooms to the rear but not above the lounge, first floor is not a good choice
  • Stayed: March 2012, travelled as a couple
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4  Thank ruardean89
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 reviewResponded 22 May 2012

Dear ruardean89:
Thank you very much for taking the trouble in commenting on the experience of your stay in our hotel. We appreciate your criticism on the carpet and the tableware and have taken into account your comment on the bed linen. We would like to take this opportunity to inform you that the hotel has a daily security service. Your experience helps us to meet the needs and preferences of customers who visit us and, although you mention you would not return, it would be pleasure for us to welcome you again in our Hotel sometime in the near future.
Cordial greetings from the beautiful island of Tenerife.

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Reviewed 8 March 2012

Booked for my 20th birthday told Thomson holiday rep we wanted a quiet area but that had a night life. We we got the quiet area for sure but no night life. We felt intimidated by the amount of guests over 50 year old and is overrun by German. We didn't find one English person all holiday. the hotel is nice but you can't have fun. The guests were rude to us and was frowned at if we got into the pool! This is not a holiday for a couple under 30. We spent most days outside the hotel but it is a long and hard walk to the centre. Stairs galore. On a night we did nothing the hotel entertainment was rubbish and we found no bars that were pleasant, part from the fact I got food poisoning from a restaurant we had a ok holiday. Weather made up for it! Fair to say we are going for a more lively destination in the future.

  • Stayed: March 2012
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1  Thank Steph9231
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 reviewResponded 22 May 2012

Dear Steph9231:
We greatly appreciate the trouble you have taken to share your experience during your stay with us. I regret that you did not like our location, neither the nationality and age of most of our customers that coincided with you during the dates of your holiday. No doubt your comments help us to meet the needs and preferences of the clients who visit us. Receive warm greetings from the beautiful island of Tenerife.

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Reviewed 14 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
  • Stayed: October 2011, travelled with family
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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 reviewResponded 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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Reviewed 3 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 the street (sea view).
  • Stayed: December 2011, travelled as a couple
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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 reviewResponded 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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