Very confusing booking system ! We had booked a room with a view two weeks before our arrival , uploading our passport photos etc via a third party booking system called Hotelverse . Previously Ruth (my wife) had tried to book directly through hotel Gran Tacande in February but was eventually directed onto Hotelverse. Upon arrival we were told that the room with a view we chose was no longer available and that we would be required to pay another 63 Euros to change it . Hotelverse had sent an email to me two days before arrival informing me that room was no longer available . Not sure why they e mailed me as my wife was dealing with the holiday via her email – I had never heard of Hotelverse . We complained upon arrival then were offered a choice of two other rooms without paying the 63 Euros that Hotelverse demanded . I asked to have a look but they insisted that I pay the balance of £2,563.74 before they would show me the rooms . I payed . The room we ended up with was good but the views were inferior to our original booking . We were then given a free option to the sauna and swirl pool on a one hour daily basis . It seems like the Hotelverse system is new and has not yet been integrated fully with the original Hotel Gran Tacande booking system ! Or .....you only 'select' a room thinking that you have booked a room after paying a deposit then Hotelverse makes the final call . I don't want to end on the negative as the holiday was, on the whole, a success . All staff were really friendly ( they did not look too tired ) , the pool was always kept clean as was the hotel . The food was exceptional for the price bracket . The restaurant by the pool is good value for lunches , and serves up a delicious mango salad . Lastly , a quick thanks to Angelica our cheerful waitress . Thanks also to the professional Yoga instructors : Nataly and Roscio - I was a complete novice. Ends
- Guest User
I didn’t want to take the chance of staying in a poor-quality establishment, so I assumed (incorrectly as it turned out) that a 5-Star hotel should ensure that my family and I had a holiday to remember. Little did I know that I’ll be remembering it for all the wrong reasons! Below, I have detailed just what went wrong from the start: - I think it's pertinent at this time to allow you to understand why this particular hotel was picked because in my industry we talk. A few years back an entire production and crew visited Tenerife on location for the last Jason Bourne film, I asked my colleagues for inspiration and I was recommended Gran Tacande, clearly standards have most definitely slipped. Saturday, February 17th 2024. ● Having checked in, we entered our room, took our shoes off in our private hallway, and started to unpack. However, I could feel something under my feet. When I looked my feet were becoming black from the layers of dirt and grime on the floor which had a really greasy coating! That’s when we started to look around and saw that the whole room was dirty and didn’t appear to have been cleaned in some time. ● To make matters worse, there were only two sets of towels, slippers, bathrobes, etc., laid out for us even though there were three of us in the room. ● We were getting frustrated and hot by now, which was when we discovered that the room air-conditioning wasn’t working! We went down to Reception to complain. ● We pointed out the above issues to Carlos at the Reception Desk along with details of white specs of dust under the glass for making tea and coffee (we can only hope it was a creamer for coffee). The white specs continued down the cupboard and there was chocolate smeared on the edge of the glass! ● However, rather than give us his attention and respect, he got distracted by the phone ringing whereby he raised his hand to my face and gave me a stop sign as he answered the phone! ● I couldn’t believe how rude and disrespectful he was to me. I was so shocked at being treated this way that I just stood there when I really should have demanded to see the Hotel Manager. He continued his conversation for some time in Spanish, leaving me standing there fuming. Finally he realised just how angry I was becoming so he put the phone down and promised that all of our issues would be sorted, without giving us any apology. This was not a good start! ● Taking Carlos at his word, we went for a walk. Unfortunately, when we returned to our room that evening the air conditioning still didn’t work. The room clearly hadn’t been cleaned as there were still dirty marks and black hairs in the room! ● Having been travelling all day we were too tired to go back downstairs, so we went to bed and decided to complain in the morning. Sunday morning, February 18th 2024 ● I decided to start the day fresh and take a shower. The shower had a rain shower head attachment along with a handheld shower that was so badly corroded into place that it couldn’t b
- Guest User
