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“Could be perfect... with a little work.” 4 of 5 stars
Review of Iberostar Grand Hotel Mencey

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Iberostar Grand Hotel Mencey
5.0 of 5 Hotel   |   Calle Doctor Jose Naveiras, 38, 38004 Santa Cruz de Tenerife, Tenerife, Spain   |  
Hotel amenities
Cardiff, United Kingdom
Senior Contributor
32 reviews 32 reviews
23 hotel reviews
Reviews in 17 cities Reviews in 17 cities
69 helpful votes 69 helpful votes
“Could be perfect... with a little work.”
4 of 5 stars Reviewed March 10, 2014

Ok, let's get this straight. The negative reviews of Hotel Mencey on Trip Advisor should not be viewed as a deterrent to staying there. We holidayed at the hotel for 9 nights in Febriary/March 2014 and found it to be outstanding. What's lacking at this hotel is attention to detail. We've stayed at countless internationally renowned 5 star hotels and we always maintain that it's the small things that make a hotel truly special.

That said, we found the Mencey to be incredibly special in its own way. The building is beautiful, the rooms are luxurious, the gardens are stunning, the spa is very good and the vast majority of the staff are adorable (special mention here for Theresa at dinner, who was charming & attentive at all times). We also found the cleanliness excellent and the general ambience of the place wonderfully relaxing after a few hours in the city.

Right, here's the tough bit. We don't want to put you off (believe me, you'll have a grand time at the hotel) but it's worth mentioning - if only for the hotel to read and address. The Mencey is let down routinely by (in no particular order):

The lack of waiter service by the pool, this is a basic staple of 5 star hotels. We had to order drinks in the poolside restaurant - not nice when you're in your swimmers. You can't order food and eat it beside the pool either.

The towel policy by the pool - they take your room number every time you take a towel. And the pool attendant never once brought us towels (or anyone else). He just stands there, with a list of room numbers, handing them out. It's like boot camp! He's a lovely guy, so he's obviously be told to behave in this way.

We found the reception staff (two ladies) to be cool to the point of being cold on checking in. Undoubtedly this is due to the hotel having a large business client base. But I still want a warm welcome - whether I'm here on business or pleasure. We were checked out by an older gent however, who was wonderful.

The food in the evening is VERY hit & miss. So much so that we almost considered changing our half board to B&B. Thankfully it improved as the days went on but we still experienced several dodgy dishes throughout our stay.

Breakfast is lovely, but nobody tells you you can order off the menu - your choice of eggs, fresh juice etc. Speaking of which, if you're half board ask for the wine list. They tend to add a small selection of preferred wines to the set menu. Hence we thought those were the only wines that were available. Thankfully I asked for a list and it was packed with excellent local wines at a fraction of the price of the recommended ones.

The lighting in the restaurant in the evening is TERRIBLE! Feels like an old people's home. So bright and inelegant. This is inexcusable for a 5 star hotel. It's a basic necessity - you have a beautiful room, light it beautifully. Definitely a supermarket strip light vibe going on in there - even though the actual light fittings are gorgeous. It's just too BRIGHT!!

The same goes for the bar. Overly lit with ZERO ambience. Special mention should also be made for the bar staff here, who routinely ignore you at the bar. I'm pretty sure it's not on purpose, but still...

I think that's about it. No huge gripes and nothing that can't be overcome with a word or two from the appropriate manager. We'd recommend the Mencey whole heartedly and will undoubtedly return if we're ever in Tenerife again. Hopefully all these little things will have been sorted by then.

Btw - special mention must be given to the beds and bedding. Utterly fabulous and a dream to sleep in.






The manager of this hotel needs spend a week or two researching some truly fabulous 5 star Mediterranean properties - the Capri Tiberio Palace springs to mind or the Grand Melia in Crete. Hotels that go that extra mile and make a holiday/business trip out of this world.

Room Tip: Get a high room facing the pool. Perfect for sunny afternoons on the balcony.
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  • Stayed February 2014, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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659 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (110)
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English first
Contributor
15 reviews 15 reviews
4 hotel reviews
Reviews in 9 cities Reviews in 9 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed March 9, 2014

Decent hotel, nicely kept gardens, clean rooms, and attentive staff. However, this hotel doesn't go the extra mile - they knew we were on honeymoon, but didn't make any small gesture to make our stay special. Slightly corporate feel to the place, with a photo shoot in the lobby and business conferences during our stay. Not too intrusive, but not really our style either. Signage from car park to the hotel leaves a lot to be desired too! (it's better the other way round)

  • Stayed March 2014, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarHoteles, Online Reputation Manager at Iberostar Grand Hotel Mencey, responded to this review, March 28, 2014
Dear Guest,

Although we sincerely regret your disappointment on your recent holiday experience at our IBEROSTAR Grand Hotel Mencey we are grateful for the time you spent to share a review on your stay because it is only through feedback such as yours that we are able to maintain and indeed, where necessary, improve upon the service that we provide to our valued guests.

We deeply apologize for the disservice regarding your special attentions for your honeymoon; of course, we ensure a personalized detail to all guest celebrating special occasions and deliver a bottle of Cava and a fruit basket in the room; we will revise why during your stay we did not perform to our usual standards and commit to revise our procedures in order to avoid this from happening in the future; please accept our sincerest apologies.

Our hotel being located in a residential area of the city of Santa Cruz, we host both tourists and business conferences and lament hearing that apparently you were not properly informed about our services; for future occasions we invite you to contact our call center from where we can offer you a personalized booking guidance and give you all the relevant information for you to choose the destination, hotel type and services that best meet your holiday needs and wishes.

On the other hand, we thank you for pointing out the beauty and cleanliness of our grounds as well as the attentiveness of our staff.

Please be assured that we took your comments into consideration and that they will help us to improve our services. We really thank you for your time and despite the issues you have raised following your stay, we hope that IBEROSTAR will remain an option for your next holidays in the near future.

Kind Regards,
Online Reputation Manager
IBEROSTAR Grand Hotel Mencey
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Paris
Top Contributor
58 reviews 58 reviews
35 hotel reviews
Reviews in 33 cities Reviews in 33 cities
37 helpful votes 37 helpful votes
4 of 5 stars Reviewed March 9, 2014

When I was given a business excuse to go to Tenerife, I went, brought my wife, and extended the stay for a few days. I came with low expectations, as Tenerife is none of the destinations I would naturally choose, but my stay turned out very enjoyable, in particular thanks to the Mencey hotel. The hotel must have been renovated recently, with a tasteful, sober design. I took the half board option, which I can really recommend - breakfast and dinner were excellent, I also liked the poolside restaurant for lunch, and the bar on the terrasse.
As others have said, the hotel has access to a parking garage at reasonable rates. I found the staff friendly and courteous, and the overall experience well worthwhile. Should I return to Tenerife, I will without a doubt stay at the Mencey again.

Room Tip: I had a standard room and would splurge for a junior suite next time.
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  • Stayed February 2014, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarHoteles, Online Reputation Manager at Iberostar Grand Hotel Mencey, responded to this review, March 13, 2014
Dear Guest,

We are thrilled you enjoyed staying with us at the IBEROSTAR Grand Hotel Mencey and are sincerely grateful for the time you spent to share your satisfaction here on Tripadvisor; it is wonderful to hear we were able to meet your expectations of an enjoyable holiday experience under the sun of Tenerife.

As you well say, our luxury hotel has completely been renovated in 2011 and is declared a cultural heritage; we are very pleased to read your satisfaction with its colonial design and sober and elegant decoration.

Moreover, our hotel being a gastronomical reference in Tenerife, we greatly appreciate your praising comments on our cuisine and the succulent both local and international dishes thoroughly prepared by our talented Chefs.

Last but not least, we thank you for pointing out the genuine kindness of our staff who strives to welcome each guest with the IBEROSTAR spirit and assist in any way possible to ensure everyone has a pleasant stay.

Thank you again for your visit and the courtesy of your time; we would be delighted to accommodate you again on your next trip to Santa Cruz and please do not hesitate contact us beforehand to organize every detail of your stay.

Kindest Regards,
Online Reputation Manager
IBEROSTAR Grand Hotel Mencey
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
UK London
Contributor
12 reviews 12 reviews
10 hotel reviews
Reviews in 11 cities Reviews in 11 cities
22 helpful votes 22 helpful votes
4 of 5 stars Reviewed March 9, 2014

We came across this hotel in a guardian article and unfortunately stayed only one night. It's a lovely place! Great facilities, spa and pool are gorgeous. Rooms well equipped and uber comfortable.
My only complaint is the restaurant. We had lunch by the pool and after ordering an expensive meal waited ages for it to arrive, my partner ordered an alternate side dish and I ordered a salad asking for one item to be omitted. My salad arrived without its main ingredient and my partners' side dish never came even after we asked. They didn't charge for my meal but no apology ever came. Not really what you expect from a 5* hotel - the staff need more training!
Other than that breakfast buffet was great. We would definitely go back here we just wouldn't have lunch.

Stayed March 2014
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarHoteles, Online Reputation Manager at Iberostar Grand Hotel Mencey, responded to this review, March 19, 2014
Dear Guest,

First and foremost we would like to thank you for sharing your personal impressions on your stay at our IBEROSTAR Grand Hotel Mencey; we always welcome feedback as it allows us to continually improve the experience we create for our guests.

We took good note of your comment on your lunch experience by the pool bar and sincerely apologize for the less than perfect dining experience; we passed on your comment to our head of department in order to revise and improve so as to guarantee impeccable levels of service for all our future guests.

On the other hand, we thank you for pointing out the beauty of our installations as well as the comfort of our rooms and the quality of our breakfast buffet.

Please be assured that we took your comments into consideration and that they will help us to improve our services. We really thank you for your time and hope to have the pleasure of serving you again in the near future ensuring you in advance of our utmost care and dedication.

Sincere Regards,
Online Reputation Manager
IBEROSTAR Grand Hotel Mencey
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Gosport, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed March 6, 2014

Stayed here for one week during the carnival event...the hotel is first class...the staff are also very friendly ...there are only 2things that marred the experience a bit , first thing was in checking in the person at the front desk never told us where the restaurant was situated in the hotel so we had to do a bit of wondering in the morning to find where we could get our breakfast...second thing is totally beyond the control of the hotel, local dogs barked quiet a lot....
I would definately recommend this hotel.

Room Tip: Garden view rooms are best
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  • Stayed February 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
2 reviews
5 of 5 stars Reviewed March 3, 2014

We loved this hotel. I was unsure to book a hotel in North Tenerife as the main reason behind our visit was to get some sunshine. However Santa Cruz and Iberostar Grand Hotel Mencey turned out to be the best choice.
The building is immaculate and very tastefully designed. It is the only 5 star hotel on the island.
Yes, the climate is cooler than South Tenerife. But Santa Cruz is a fantastic little city. It has a lot of soul, some fantastic eateries and interesting architecture. The park opposite the hotel is magical, especially in the evenings. Being from London it was refreshing to be able to walk through a park at 2am in the morning without being scared.
The restaurants in the hotel are decent. There is also a great little restaurant called Cocina Urbana opposite the hotel as well as a nice tapas place around the corner. Both are always busy.
The hotel has a municipal car park next door. I understand that you can park there for free if you stay over a week. We were there for 4 nights only, so we had to pay. It is possible to park on the streets free of charge but finding a space can be tricky.
The pool and the gym facilities are excellent. The pool area is very nice and pool itself is heated.
I would happily stay at this hotel again. 4 nights was not long enough.

Room Tip: The rooms overlooking the pool area are nicer than those looking out on to the street.
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  • Stayed February 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarHoteles, Online Reputation Manager at Iberostar Grand Hotel Mencey, responded to this review, March 5, 2014
Dear Guest,

First of all we would like to thank you for choosing our IBEROSTAR Grand Hotel Mencey for your visit to Santa Cruz and for the time and effort spent to write your kind comments.

We are very pleased to read that you enjoyed the beauty of our luxury hotel as well as our modern Spa and Gym facilities.

As you well mention, Santa Cruz is full of interesting sites and excellent dining options; our hotel being located in a quiet residential area offers the possibility to visit the old town within a short walking distance.

Once more, thank you for your visit and very kind review; we would be delighted to accommodate you again in the near future and please do not hesitate to contact us beforehand to organize every detail of your stay.

Friendly Regards,

Online Reputation Manager
IBEROSTAR Grand Hotel Mencey
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Yorkshire, UK
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
24 helpful votes 24 helpful votes
4 of 5 stars Reviewed March 1, 2014

Stayed for three nights for a short winter break, the location of the hotel is very convenient, and in a nice part of the city, just across from a pleasant park and near good restaurants. It manages very well to be close to the action (only 10 minutes walk into the main centre), yet peaceful and quiet with little traffic noise in the rooms, and especially quiet in the well kept grounds. Parking in the car-park next to the hotel, with direct access to the hotel grounds, was easy and relatively good value at €8 a day. Extremely clean and tidy with modern but stylish decor. Breakfast choice and quality was excellent. Hotel bar unusually good, my partner loved the cocktails, which again were excellent value at just €8 to €10 each. Service very good, the only slight mark-down was that I ordered a sandwich on room-service without meat for my veggie partner and it arrived with the ham, which she had to try to pick off as we in a rush to leave. Accidents happen; other than this the quality and especially the excellent value of this hotel shone through and I will certainly book again if we revisit the island.

  • Stayed February 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarHoteles, Online Reputation Manager at Iberostar Grand Hotel Mencey, responded to this review, March 6, 2014
Dear James,

Thank you very much for the time you spent to share your personal impressions on your stay at our IBEROSTAR Grand Hotel Mencey; we always welcome feedback, as it allows us to continually improve the experience we create for our guests.

We sincerely apologize for the mistake made when taking your order for a veggie sandwich; clearly we were not performing to our usual standards that day and passed on your comment to our head of room service for revision and improvement.

On the other hand, we are glad to hear that we were able to deliver in terms of variety and quality of our breakfast buffet and cocktails and are grateful for your highlight on the beauty and comfort of our hotel and our location, in a quiet residential area but still within a short walking distance to the lively old town of Santa Cruz.

Thank you again for your encouraging review; it would be a great pleasure to welcome you again at your earliest convenience.

Kindest Regards,
Online Reputation Manager
IBEROSTAR Grand Hotel Mencey
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 Iberostar Grand Hotel Mencey

Address: Calle Doctor Jose Naveiras, 38, 38004 Santa Cruz de Tenerife, Tenerife, Spain
Location: Spain > Canary Islands > Tenerife > Santa Cruz de Tenerife
Amenities:
Business Center with Internet Access Casino and Gambling Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Santa Cruz de Tenerife
#1 Romantic Hotel in Santa Cruz de Tenerife
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Iberostar Grand Hotel Mencey 5*
Number of rooms: 286
Official Description (provided by the hotel):
Declared a cultural heritage site and completely renovated in 2011, the IBEROSTAR Grand Mencey in Santa Cruz de Tenerife is in a class of its own, not only renowned in the Canary Islands but also throughout all of Spain. An architectural jewel, this hotel combines urban luxury with the modern concepts of VIP guests, Wellness & SPA, business and vacation travel, conventions, the beach, and relaxation. The hotel also features other unique spots such as a kitchen classroom, lounge, and beautiful gardens...A world of pleasure to discover. As the epitome of luxury, the magnificent location of this 5-star hotel in the centre of Santa Cruz, its impeccable level of dining, unrivalled service, and undeniable attention to detail in its suites, rooms, lobbies, and gardens invite you to relax and enjoy sweet life of this idyllic CanaryIsland. Gastronomy plays a major role at the IBEROSTAR Grand Hotel Mencey. To get updated on all our events and the latest news, please visit 'La cocina del Mencey'. ... more   less 
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Also Known As:
Iberostar Grand Hotel Mencey Tenerife/Santa Cruz De Tenerife

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