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“Great Hotel, Poor Bar Service!!”

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Spring Hotel Bitacora
Certificate of Excellence
GreenLeadersSilver level
Bathgate, United Kingdom
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“Great Hotel, Poor Bar Service!!”
4 of 5 bubbles Reviewed 31 July 2014

Stayed at the Bitacora all inclusive for 12 nights with our daughter and parents..We had previously stayed at the Hotel last September (it was my parents fourth visit) on a half board basis, we where really impressed with the hotel and decided this year to book direct with the hotel and take the all inclusive option. Our transport was provided by the hotel as described on their web site which was a great service, we arrived at the Hotel and to our surprise we got pool view rooms on the first floor which was fantastic!! The reception Staff where very polite, friendly and made the check in process very easy. The restaurant manager always greeted our family every evening, the staff were lovely, hard working and prompt, the food was good, there was always something to eat, however I thought there could have been more variety especially for kids. The rooms where lovely, clean and spacious! The pool area was great for the kids a decent size pool, the only complain I have, the sunbeds where too close to each other, you had to reserve a sun bed early in the morning if you wanted a particular spot, but that didn't bother us as we where up early with our daughter. The Animation team where fantastic especially Sonja, she instantly recognised our daughter from last year, our daughter loved the mini club she is 2.5 years old, the daily activities where brilliant, the area was very safe, sheltered from the sun, the play park was amazing!! This was the main reason we returned to the Hotel. Now for the bad news!! The Bar staff where appalling,(not so much at the pool bar staff) first of all, the all inclusive guests wear a wrist band so why do you always have to supply your card when you want a drink, the queue at the pool bar was pretty bad so basically employ more staff to solve this problem, when you eventually got served your card was whipped out your hand and adiós!! The Lounge bar was very busy, we didn't sit in the Lounge at the start of the night, we would go a walk then return to the Hotel for a drink, or tried too!! Had a few bad experiences with the bar staff, it was noticeable they where understaffed this obviously had an impact on their behaviour (rude and miserable) I appreciate everyone has to wait a short time but to order our drinks at 23.15, twenty minutes later still no drink, I was annoyed as the round of drinks from the table in front of me where flowing, so I ordered them again and surprise surprise no drinks arrived, my partner was fed up waiting so he retired to the room, I went to the bar to see what was going on and was told to sit back down and someone would be over, nope! no one came so unfortunately I demanded to speak to the bar manager, she came over at 24:00 and asked what the problem was, she was the one who took our order at 23:15 in the first place, she then proceeded to tell me all inclusive drinks finish at 24:00 but they would honour my drink on this occasion. This is only ONE example of my experience in the Lounge, I have many more, even waiting at the bar to take a drink to the room was ridiculous, the fact is we are on a family holiday we are not there to drink the bar dry even though we had already paid for our drinks!!, We had been talking to some of the other guests and they advised us (if you tipped the waiter there would be no problem waiting on your drinks), sad really because I would have tipped them if they provided a good service. I was not happy sitting in the Lounge so therefore decided to have a few drinks in the bars outside. This is a great hotel but unfortunately the Hotel is badly let down with the bar staff in the Lounge, In my opinion this needs to get sorted quick or the reputation of the Hotel will be destroyed. Due to this experience I cant see us returning to the Hotel!!!

  • Stayed June 2014, travelled with family
    • Value
    • Service
Helpful?
3 Thank NICOLA M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bitacora O, Director de Relaciones Públicas at Spring Hotel Bitacora, responded to this review, 2 August 2014
Dear Guest,

We appreciate you reaching out to us on Tripadvisor to notify us of your concerns related to your recent stay at our Spring Hotel Bitacora and apologize if you experienced any inconsistency in our service.

Thank you for your lovely comments regarding the service you received from our team members, we will make sure to share your kind words as we know it will mean a great deal to them.

Reading your comments about the bar service we would like to add that during rush hour Guests may have to cue or to wait a little bit to be served, but it is something natural (making a special cocktail takes a few minutes, imagine several orders of these cocktail's). We have reinforced the bar staff for the summer season and even timed the waiting for several days to be sure we are offering a proper service. We would also like to add that tipping here is not no insure promptness, but rather a thanks for a good service.

With all due respect we would like to mention that our staff is there to help the Guests and are working hard to offer a good service. They are also human beings and deserve the same respect and treatment they give to our Guests and they are not "miserable" in any way.

We lament not being informed immediately onsite about your discontent as we could have done whatever possible to make your stay an enjoyable one.
The Management Department does everything possible to ensure the Guests have their comfort and safety in the hotel.

In case for your next stay you would choose another hotel we wish you a pleasant holiday.
Kind Regards,
Spring Hotel Bitacora
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3,272 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Leeds, United Kingdom
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed 31 July 2014

This hotel was really well managed and extremely clean. The most important fact though was the amazing clubs for children and adults alike. The people running the entertainment team were great, and the choice of activities on offer meant there was something for everyone. We also went all inclusive and the quality of the food was great. There was also a wide variety of choice and a different kind of meat each day. We would defiantly visit this hotel again.

Room Tip: Ask to be near the children's playground as it closes at 8:30 and you can't hear the enterta...
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  • Stayed July 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Amanda W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bitacora O, Director de Relaciones Públicas at Spring Hotel Bitacora, responded to this review, 1 August 2014
Dear guests,

Thank you for staying with us.

No matter what we’re working on, our goal is to make your holiday user-friendly, insightful and familiar.
We look forward to talking to you and working on exceeding all your expectations.
We hope to see you again soon.
Kind regards,
Spring Hotel Bitacora
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Wigan, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 30 July 2014 via mobile

Stayed at bitacora for ten nights in July. Not one bad thing to say we are coming back!!! Hotel was spotless food was excellent plenty to choose from beer great staff great what more can you ask for its in a great location the kids club is fantastic my daughter who is 5 enjoyed it and it was safe !! There is no ques at 6 for sunbeds !!! And there are plenty still at 9 and 10 just not the front row people are complaining that they have to get up at 6 don't then we did so we could get front row but some days got up late and got on second or 3rd row so there ARE plenty sunbeds this hotel us great not one thing can we say bad about it your on holiday you should be enjoying it not moaning about weather you can get a sunbed on the front row or not. But like I say all staff were great and the life guard did a good job too every one always smiling well done bitacora we will be back soon

Stayed July 2014, travelled with family
Helpful?
2 Thank halliwell1085
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bitacora O, Director de Relaciones Públicas at Spring Hotel Bitacora, responded to this review, 5 August 2014
Dear guests,

Thank you for staying with us.

No matter what we’re working on, our goal is to make your holiday user-friendly, insightful and familiar.
We look forward to talking to you and working on exceeding all your expectations.
We hope to see you again soon.
Kind regards,
Spring Hotel Bitacora
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
midlands
Level Contributor
11 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
3 of 5 bubbles Reviewed 28 July 2014

Visited 17th July for 1 week, not a bad hotel let down very badly with the sunbed saving this was a joke and would not go back because of this, the only way to get a sunbed was to queue up at 6am then run ! all the sunbeds were packed together like playing cards this is because the pool area is not big enough when the hotel is full, we ended up on the beach paying for sunbeds and drinks. Up to 3pm you can only get drinks at the pool bar, never had this before I feel a lobby bar is needed, the entertainment in general was shocking a simple disco would have been good at times and I do appreciate that the hotel is on a budget for entertainment and this was low season, but because of the good location of the hotel you can go down town for better acts and dancing which we did, the snack bar shut at lunch time!!! When it was needed so you had to use the dining room not good if you want to stay by the pool. The free wifi was not good to get a good signal you need to pay again this is the same at most hotels.
The air con in the room didn’t work that good, got it looked at but its central air con and I feel it could not cope with a full hotel
location was good for the town, the reception staff were very good nothing to much trouble, the drinks were all good quality apart from the brandy, the waiter drinks staff did their best but needed more of them at peak times, we found you are better off getting your own drinks from the bar which is what we Brits are used to anyhow, the food was ok for buffet all the usual didn’t get sick, but you do only get the pool café and the buffet there is no other dining if you want a change you need to go down town, the rooms we had were good we paid extra for a pool view (you DON’T get the mini bar included you have to pay for this ) didn’t see the kids play area as our kids are 16 and 17 but was told it was very good, the hotel in general was very clean, we went with jet 2 holidays this was hassle free lots of leg room on the flight, you didn’t get a rep but who needs them just extra cost, oh and the free tickets to siam park was also a very good move and had a great time,
Can I just reply to the management, the week we were at the hotel it was full and the other review was correct by 8am you could NOT get a sunbed, I am not talking about pool side I am talking no where front row, second row third row and so on. And reading your reply it looks like you are going to do nothing about it. Nice well done

Room Tip: go for pool view to watch the subbed hunters you know who you are !!
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  • Stayed July 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
4 Thank zutman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bitacora O, Director de Relaciones Públicas at Spring Hotel Bitacora, responded to this review, 5 August 2014
Dear Guest,

We appreciate you reaching out to us on Tripadvisor to notify us of your concerns related to your recent stay at our Spring Hotel Bitacora and apologize if you experienced any inconsistency in our service.

The Management Department does everything possible to ensure the Guests have their comfort and safety in the hotel.

Reading your comments regarding the sunbeds we would like to express our opinion, we have enough sunbeds for every Guest, several times touring the hotel we see empty sunbeds, if not in the first line than the second/third row. Taking suggestions in consideration we ordered more sunbeds and reorganized the pool area to arrange them. It is not necessary to wake up at 6 in the morning to reserve your spot, even if some Guests like to play the "sunbed reservation war". As you can see on the photos uploaded by our Guests taked at midday there are still available spots even near the pool and with the hotel at maximum capacity. Last but not least, like in every seaside hotel there is a great demand for sunbeds in the hotel even though the beach is very close.
Once more thank you for your visit and for your review, we hope that you had a safe and comfortable journey back home.

Kind Regards,
Spring Hotel Bitacora
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Welshpool, United Kingdom
Level Contributor
8 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
5 of 5 bubbles Reviewed 28 July 2014

We've just returned from the Bitacora after an eleven night stay. We are a family of four with two children of 9 and 13. We had the most fantastic time. From the moment we checked in right until we checked out everything was all we could have hoped for.
The staff on reception were helpful on every occasion we spoke to them and very friendly at all times.
We loved the room, the view form our balcony - we had a pool view room which also gave us a view of the sea.
The restaurant was excellent with plenty of choice and variety. The waiters were always quick to seat us and take our drink orders and afterwards to clear our dishes away.
We mostly went out in the evenings but did catch a little bit of the entertainment. The team did seem to be working very hard but a few more professional shows would have been a bonus.

The location of the hotel is ideal. There is plenty going on in the vicinity of the hotel, shops- designer and touristy types, bars and clubs-if that's what you want (we didn't with two children)!

This particular hotel is definitely aimed at families. If you are looking for a Spring Hotel which is a little quieter go to the Hotel Vulcano across the road or The Arona Gran in Los Cristianos. We checked out both hotels and they both looked lovely but we were glad we chose the Bitacora as it definitely suited us better.

All in all a great hotel. Yes there are issues with people saving sunbeds which is really annoying. If people just used the beds when they needed them there would be plenty for everybody. Some afternoons we saw beds that had towels on them that were not used at all for the four hours we were there. I would like to see a member of staff monitor the situation and if the bed was not used for a couple of hours maximum the towels should be removed. There are notices that towels will be removed but I did not see this happen at all.

So, we will doubtless be returning. Keep up the good work Bitacora!

Room Tip: We had a pool view room on the sixth floor so great views. The sun is on the balcony in the evening...
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  • Stayed July 2014, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
3 Thank williams_family95
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bitacora O, Director de Relaciones Públicas at Spring Hotel Bitacora, responded to this review, 29 July 2014
Dear Guest,

We appreciate you sharing your lovely memories of your stay at our hotel; it is wonderful to hear we were able to make your stay special from the moment you arrived until the moment you departed.
We thank you for your wonderful comments on service and which of course have been shared with the entire team.
Once more thank you for your visit and for your review, we hope that you had a safe and comfortable journey back home. Until next time. Take care.
Warmest Regards,
Spring Hotel Bitacora
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
DERBY
Level Contributor
18 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
1 of 5 bubbles Reviewed 28 July 2014 via mobile

Just returned from a three week stay at this hotel, overcrowded, overbooked, no chance of a sunbed after 7am all reserved, got woke up most mornings around 5am with ssaddos dragging sunbeds around and reserving with
towels and chairs, management not interested. We made a number of complaints to management but it fell on deaf ears, I could go on reeling off the shortfalls of this hotel but I will let you decide for yourselves if you visit here.We have experienced
a number of hotels in Playa de las Americas but this is not one we would recommend.Only good point rooms are nice.

Stayed July 2014, travelled as a couple
Helpful?
4 Thank TEZZ K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bitacora O, Director de Relaciones Públicas at Spring Hotel Bitacora, responded to this review, 5 August 2014
Dear Guest,

We appreciate you reaching out to us on Tripadvisor to notify us of your concerns related to your recent stay at our Spring Hotel Bitacora and apologize if you experienced any inconsistency in our service.
The Management Department does everything possible to ensure the Guests have their comfort and safety in the hotel.
Reading your comments regarding the sunbeds we would like to express our opinion, we have enough sunbeds for every Guest, several times touring the hotel we see empty sunbeds, if not in the first line than the second/third row. Taking suggestions in consideration we ordered more sunbeds and reorganized the pool area to arrange them. It is not necessary to wake up at 6 in the morning to reserve your spot, even if some Guests like to play the "sunbed reservation war". As you can see on the photos uploaded by our Guests taked at midday there are still available spots even near the pool and with the hotel at maximum capacity. Last but not least, like in every seaside hotel there is a great demand for sunbeds in the hotel even though the beach is very close.
We lament not being informed immediately onsite about your discontent as we could have done whatever possible to make your stay an enjoyable one.
Once more thank you for your visit and for your review, we hope that you had a safe and comfortable journey back home.
Resuming, we fell that our services comply whit the 4 star standard, in case for your next stay you would choose another hotel we wish you a pleasant holiday.

Kind Regards,
Spring Hotel Bitacora
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Aberdeen, United Kingdom
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
3 of 5 bubbles Reviewed 28 July 2014

Just returned from a 2 week stay, 2 adults 2 kids age 10 & 5.

Check in quick and easy, got our blue all inclusive bands. Hotel in great location close to great shops, near siam park and monkey park, both worth a visit.

Rooms - modern decor, some British TV channels, fridge, room cleaned daily and fresh towels. Down side you have to pay for wi-fi 10.50 euros for 4 days, if you sit in reception area you can pick up the free wi-fi.

Food & Drink - food ok very repetitive had the same beef stew on 5 nights out of 6, chefs at the grill are rather reluctant to give you more than 1 piece of steak. Out of the 14 nights there was only 2 nights we had to eat out. Breakfast probably the best meal of the day lots of choice. The food is no different to any other all inclusive hotel once you've been to one there much and such the same. The restaurant can get very busy at times, you struggle to get a table, best to go when it first opens.

All inclusive - food starts at 7am, last supper 9.30pm. Snack bar open throughout the day when the restaurant is closed. All food stops at 9.30pm so if your looking for a snack then you've had it. Other all inclusive I have been to once the restaurant closes there is a little snack bar open from 10pm-12am, so you have to go out and buy food. Pool bar you have to show your card to get drinks even through you have your band on, again I have never experienced this at an all inclusive hotel, if you have your band on then that should be enough. My daughter got served a drink without her card by stating her room number to the very nice barman , when she went again without her card she got told no card no drink, by the other miserable waiter. What I don't get is right next to the bar is the snack area anyone can get ice cream, burger, chips etc without no one even checking if they are wearing a band or asking for a card, I seen plenty of non wearing band guests go help themselves to the snacks. Why so strict on one thing but not the other?

Pool - sun beds are a joke, 5.30 was the earliest I heard people outside reserving the beds. If you are not down by 6.30 all the pool area beds are gone. By 9am you have no chance. There was a few people who had reserved beds and other people come along and throw their towels off as they had been on that bed for week. JOKE. I can't understand why the hotel don't stick to their rule "do not reserve beds" it's not difficult to them to state no beds to be reserved before 9am or towels to be taken off. I have been at other hotels and this has been the rule it has been carried out. Who wants to get up at stupid 0'clock when their on holiday. Kids pool very dirty you could not see the bottom of the pool, even one of the entertainment team wanted to sit in a rubber ring while in the pool as he said it was so dirty. Area around the pool dirty needs a right good power wash. On a positive note the slide was good for kids.

Play park - great play park for kids/adults.

Entertainment - we only went 3 nights while we were there, found it quite good, if anything you got a laugh.

If I returned I would not go all inclusive as I do not think its worth the money for what you get. Also hotel very over crowded, sun loungers cramped together basically you were near enough lying on the person next to you.

  • Stayed July 2014, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
3 Thank Betty B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bitacora O, Director de Relaciones Públicas at Spring Hotel Bitacora, responded to this review, 5 August 2014
Dear Guest,

We appreciate you reaching out to us on Tripadvisor to notify us of your concerns related to your recent stay at our Spring Hotel Bitacora and apologize if you experienced any inconsistency in our service.
We thank you for your wonderful comments on service and which of course have been shared with the entire team.
We lament not being informed immediately onsite about your discontent as we could have done whatever possible to make your stay an enjoyable one.
Once more thank you for your visit and for your review, we hope that you had a safe and comfortable journey back home.

Kind Regards,
Spring Hotel Bitacora
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Spring Hotel Bitacora

Property: Spring Hotel Bitacora
Address: C/ California, 1, 38660 Playa de las Americas, Tenerife, Spain
Phone Number:
Region: Spain > Canary Islands > Tenerife > Playa de las Americas
Amenities:
Restaurant Room Service Swimming Pool
Hotel Style:
#5 Family Hotel in Playa de las Americas
#7 Romantic Hotel in Playa de las Americas
#7 Green Hotel in Playa de las Americas
#10 Luxury Hotel in Playa de las Americas
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Spring Hotel Bitacora 4*
Number of rooms: 314
Official Description (provided by the hotel):
The Spring Hotel Bitácora**** situated in the center of Playa de Las Americas and surrounded by a, sub-tropical garden is the perfect family hotel. It is only a short stroll from the shopping centers and entertainment area. A fabulous beach is just few minutes away and also near the golf course Las Americas (1 km). ... more   less 
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Also Known As:
Bitacora Hotel Tenerife
Hotel Bitacora Tenerife
Bitacora Tenerife
Spring Hotel Bitacora Tenerife/Playa De Las Americas

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