Just returned from a nice relaxing week at this hotel and I had a really good holiday here. We upgraded and had emailed the hotel in advance to ask for a high, quiet room. We were allocated a lovely, large room on the 7th floor (one level up from reception) with an uninterrupted sea view at the far end of the hotel away from the public water park. The room was not newly renovated and certainly showed some signs of wear (a few cracked bathroom tiles and quite large gaps in the floor between laminate boards for example), but was clean, comfortable and everything was in good working order. It was slightly odd that we had to unplug a table lamp beside the sofa in order to plug in the kettle as there was only one spare plug (at floor level near the inner door ) and no sockets near the counter where the kettle and tea etc were stored, but this wasn't really an issue for us.
I hadn't realised that the pool was in fact two separate pools divided by a bridge. One was heated and started shallow with a gradual slope downwards ( this would have been better if it had a hand rail, as I noticed several people slip when entering the pool via this slope). This was the side used for aqua aerobics etc. I preferred the other side, which was cooler and deep (over 2 metres throughout), so probably not ideal for weak swimmers. As others have said, the sun loungers were not the most comfortable and all pretty close together, although we managed to find some on the end, which didn't feel so claustrophobic. Umbrellas were fixed into the ground and were less plentiful than the loungers.
I was very happy with the food at the Suite Princess, which was varied and readily available. I liked that drinks were on tap so that you could help yourself. I never struggled to find something I wanted to eat.
The courtesy bus to Mogan was well worth the trip. The resort of Taurito is small, but there are a few shops, the water park, small beach, sports facilities and a pretty little botanical garden that the reps failed to mention and was a nice place to walk in the evening. It was a safe feeling resort that suited us, as it was easy to visit other local areas via the public bus (€1.40 to Puerto Rico).
The hotel staff all seemed friendly and hard working. They were very helpful whenever we asked anything. I was, however, very disappointed with the service provided by Thomson. I have been travelling with them for over 15 years and used to find them excellent, but have felt that the standards have been declining over the last few years. Prices have increased, but you seem to get much less value for money than you did in the past. Their room descriptions ( explaining what you got with a Royal vs a superior upgrade) were confusing when we booked and the representative we spoke to on the phone only had exactly the same web page in front of her and concluded that she didn't know either! The couples brochure claimed that we would get 7kgs of hand luggage instead of the usual 5, as well as 20kgs of hold luggage, but the e-tickets didn't say this. We phoned to ask if this was correct - as we were on a Thomson airways flight, we couldn't understand what justification there would be for not allowing us the 7kgs- we spoke to 3 different people, receiving 3 different answers (that we only had 5kgs, but she didn't know why; that we had 7 but they didn't mention it on the tickets and the airport staff would know, no idea how; and the third person who said that she had been asked this a lot and didn't have the answer, but was checking and would make sure that we were emailed with the correct answer - no email ever came). If they couldn't answer such a simple question, I'm not sure how that would handle anything technical. We never did get a straight answer- I emailed, but their response time is 14 days and the response came when I was away ( and still didn't answer the question, just apologised for not responding sooner)! The transfer on arrival at Gran Canaria was chaotic to say the least - we were sent to the wrong bus, the rep even wrote the number down so we knew we weren't misunderstanding. Luckily the driver found us the correct bus, but no names were ever taken, even though there were apparently more people on our correct bus than they were expecting. The rep on the bus was very new, and spent almost the entire journey (1h20, not the 45 minutes she said it would be, as others have said, we did not get the promised priority drop off either) trying the hard sell on Thomson trips and insisting that everyone needed to go to the welcome meeting. The reps in the hotel were all friendly and willing, but again seemed very inexperienced and primarily interested in selling trips. The transfer back was quite late and didn't allow much margin for error. We decided that we weren't very confident the the organisation and would prefer to get to the airport earlier, so ended up getting the hotel reception staff to book a taxi transfer for us (cost €65, but we decided to treat ourselves and it was a much nicer way to travel -a smart, air conditioned car that only took 40 minutes to reach the airport). They say that you can only check in 2 hrs before the flight, but all Thomson flights check in at the same desks (there were 8 open)and once the desk opened, you could check in for any flight. We were able to check in before the first coach arrived for the first British flight, so avoided the queue completely and had a nice relaxed meal and plenty of time to shop once in the departure lounge. For us, this was a much less stressful end to the holiday.
In conclusion, the hotel was lovely, but Thomson really need to look at the service they are offering and deliver on their promises. The brochure offered a great deal that was not provided and their staff seem unable to explain why. They seem to offer a budget service for luxury prices these days, which is a real shame. We travelled with Easyjet holidays earlier in the year and received much better service (including the same security of booking a package, but with greater flexibility) for significantly less money.
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- Also Known As:
- Suite Princess Hotel Taurito
- Suite Princess Grand Canary
- Hotel Suite Princess
- Suite Princess Taurito, Gran Canaria