This is probably the worst high end hotel we have ever stayed at. We knew it was large but hoped a ritz Carlton hotel could scale their reputation for luxury and service. Unfortunately this was not the case. We stayed over the Easter holidays when it was busy, but if they can not service a hotel at capacity they shouldn't be booking it.
Arrival - I travelled alone with a toddler, arrived with 4 bags, and was left on the road with a small child and loads of bags for sometime, no one helped me and eventually child was deposited on the pavement whilst I moved bags myself into hotel in a series of stressful trips to keep child within eye shot whilst managing heavy bags.
Reception - no drinks or towels for me - a woman travelling alone - I was given a few sheets of paper that was not informative e.g where is wifi access, where is breakfast, what time it finishes etc and left to my own devices. The reception is always busy with people checking in so there is no where to go to ask simple questions - most hotels have concierges but not this one - just people to take your credit card detail.
Restaurants - the buffet is expensive 42 euro, extra 16 euro for wine, the a la carte restaurants need to be booked days in advance, we ate in the tapas and Italian and the food was good but it is similar to eating in a themed restaurant in a shopping centre - think Jamie Oliver in bluewater and the service was shockingly slow.
Breakfast - there was often a wait for a table, service again was very slow e.g tea arrived after breakfast, one day they failed to clear the table and we ended up clearing it ourselves, yes we shifted plates in a 5 star resort, and we were not the only guests doing this ! We ate our breakfast surrounded by tables piled high with dirty plates. Breakfast costs 16 euro a head, to clear your own tables and get your own coffee!
Children's club - great facilities and an interesting programme on paper - the staff are all very upbeat - but it is more like an institution where the brief is to keep kids safe in a contained space rather than make sure they are having a happy holiday. We witnessed children being asked to sit in a circle in the shade for 15 mins to wait their turn to go the bouncy castle, they sat there looked at their feet and all waited patiently - no engagement, interaction, fun - just waiting! Young children just left staring at walls asking for their parents - again shocking.
Pool service - there simply are not enough pool staff or loungers - so twice we could not sit by the pool, other times we had broken loungers, we often just had two loungers and let our child sit/lie on the floor. There were not enough pool staff to help with loungers so we fended for ourselves, getting our own towels, carrying our own loungers and again pool service was very slow.
Our room - it was lovely and big and airy but our child slashed her toe on a broken tile and bled heavily. We complained to reception in the morning but no action was taken, we complained again in the evening and they dealt with it swiftly. We expected a bit more e.g. A toy for the child, a letter from a manager but I guess at abama, the mastic man is all you can hope for.
Room service - we have left the best till last!!! Room service was adhoc, a one shot deal, if you missed the morning clean with a do not disturb sign they never came back despite telephoning reception. Water was not freely given in the rooms and charged at 4 euro a litre every where else. We were in our room one day, in bed and asked room service not to come in, they came in any way, we kept shouting no, they fiddled with the phones, we clung to our sheets shouting go away and then finally left, after fixing the phone - just like a scene in a bad comedy!
The hotel is beautiful, the setting lovely, some staff are delightful, but for the prices they are charging it should be exquisite even at their busiest time and unfortunately they could not step up to the challenge of managing the requirements of their guests when busy, the hotel just crumpled under the strain and every one was left to fend for themselves.
I recommend the management go to eagle palace in Greece or rosewood Mayakoba in Mexico to learn more about what a 5 star experience should, feel like - relaxing, a real break, nothing too much trouble, etc.
Very dissappointed and leaving more stressed then when I arrived.
- Official Description (provided by the hotel):
- Enjoy the luxurious amenities from the Ritz-Carlton, Abama. Surrounded by picturesque backdrops like no other, guests will leave with memories to last a lifetime with experiences to follow. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, Hotwire, Orbitz, Expedia, Marriott, Travelocity, TravelUp, Priceline, Booking.com, TripOnline SA, getaroom.com and HotelQuickly so you can book your The Ritz-Carlton, Abama reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Abama Hotel Tenerife
- Abama Tenerife
- The Ritz-Carlton, Abama Tenerife/Guia De Isora