We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
The latest reviews. The lowest prices. The perfect place to shop for hotels.

“Bad management”

Best prices for -
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 8 more sites!
Hotel Puerto de la Cruz
Ranked #17 of 80 Hotels in Puerto de la Cruz
Ormskirk, United Kingdom
Level Contributor
42 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
“Bad management”
3 of 5 bubbles Reviewed April 8, 2012

Having stayed at this hotel 3 times. I found the last time the food was really poor. Complained to the management and he said he was new but the same chef was in charge, would not go back

  • Stayed December 2011, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Dorothy B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jose_LC, General Manager at Hotel Puerto de la Cruz, responded to this review, May 21, 2012
Dear dorothyb b
Thank you very much for taking your time in sharing your experience with us on Tripadvisor. Thank you also for your comments about our food, we take into good account your observations and no doubt these comments help us to meet the needs and preferences of customers who visit us. We hope to have the opportunity of welcoming you to our hotel on another occasion, meanwhile, receive warm greetings from the beautiful island of Tenerife.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

954 reviews from our community

Traveler rating
    229
    328
    240
    105
    52
See reviews for
275
438
41
18
Rating summary
  • Location
    3.5 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (91)
Date | Rating
  • Czech first
  • Danish first
  • Dutch first
  • English first
  • Finnish first
  • French first
  • German first
  • Greek first
  • Italian first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
gloucestershire
Level Contributor
75 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 91 helpful votes
3 of 5 bubbles Reviewed April 2, 2012

Puerto de la Cruz is a busy town with lots of traffic. The Sol Melia is situated on a main road into the centre and therefore half of the rooms numbered in the 20’s and 30’s face the pool, the mountains and this road. This is fine is you want an early start as the road quietens in the evening, but remember the rooms look out onto this road and therefore people can see into the rooms on a number of floors. The rest of the rooms face the town, the sea and a camino behind the hotel. However, some of these rooms numbered in the upper 30’s and low 40’s are above the lounge area and have the noise of the nightly entertainments which finish at midnight and, depending what this is, the bass beats can be intrusive.
The rooms themselves are adequately furnished but in ours the carpet should have been replaced some years ago, as should the bed linen, which was worn and had been poorly darned in places. The cleaning was adequate but in no way obsessive – maybe they only do this in between guests. However they did replace the towels most days which was unnecessary.
The restaurant, as with any large hotel, appeared, on the surface at least, to comply with food hygiene requirements, however we noted a great deal of chipped crockery and glassware. This would not be acceptable in a U.K. establishment due to its ability to biologically or physically contaminate food. We found the service and food replenishment was noticeably poorer when the Maitre D was not on duty. Also they did not appear to have sufficient crockery as there were times, both morning and evening, when there were no fresh plates available. When fresh supplies arrived these were often wet and needed to be dried off before use, another issue as far as food safety is concerned. Generally there was a wide range of food choices and the cooking standard was satisfactory.
Our main issue with this hotel was the lack of security. Our room was accessed (no sign of forced entry) and our bags opened, searched and items stolen. The hotel staff appeared to be not too interested, nor did the national police in Puerto de la Cruz police station – who claimed not to speak English. The hotel staff did not seem to understand that our complaint was that their security was apparently non- existent. We were offered an alternative room but declined as there was no point if any room could so easily be opened. We felt that we were entitled to some sort of feedback from the manager who claimed to be able to check the computerised access records, but we did not hear any more from him. He seemed to spend a lot of his time collecting plates in the restaurant – surely not one of his most pressing duties. Our advice would be therefore not to leave anything of value in the room and to hire the room safe although we had heard that this was not necessarily foolproof. The most disconcerting thing for us was less about the minor loss but the fact that it was so easy for someone to enter the room and search through our possessions.
All in all we felt that although the hotel has great potential it is poorly managed. We would not advise others to avoid this hotel however after our experience we won’t be returning.

Room Tip: rooms to the rear but not above the lounge, first floor is not a good choice
See more room tips
  • Stayed March 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank ruardean89
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jose_LC, General Manager at Hotel Puerto de la Cruz, responded to this review, May 22, 2012
Dear ruardean89:
Thank you very much for taking the trouble in commenting on the experience of your stay in our hotel. We appreciate your criticism on the carpet and the tableware and have taken into account your comment on the bed linen. We would like to take this opportunity to inform you that the hotel has a daily security service. Your experience helps us to meet the needs and preferences of customers who visit us and, although you mention you would not return, it would be pleasure for us to welcome you again in our Hotel sometime in the near future.
Cordial greetings from the beautiful island of Tenerife.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed March 8, 2012

Booked for my 20th birthday told Thomson holiday rep we wanted a quiet area but that had a night life. We we got the quiet area for sure but no night life. We felt intimidated by the amount of guests over 50 year old and is overrun by German. We didn't find one English person all holiday. the hotel is nice but you can't have fun. The guests were rude to us and was frowned at if we got into the pool! This is not a holiday for a couple under 30. We spent most days outside the hotel but it is a long and hard walk to the centre. Stairs galore. On a night we did nothing the hotel entertainment was rubbish and we found no bars that were pleasant, part from the fact I got food poisoning from a restaurant we had a ok holiday. Weather made up for it! Fair to say we are going for a more lively destination in the future.

  • Stayed March 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Steph9231
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jose_LC, General Manager at Hotel Puerto de la Cruz, responded to this review, May 22, 2012
Dear Steph9231:
We greatly appreciate the trouble you have taken to share your experience during your stay with us. I regret that you did not like our location, neither the nationality and age of most of our customers that coincided with you during the dates of your holiday. No doubt your comments help us to meet the needs and preferences of the clients who visit us. Receive warm greetings from the beautiful island of Tenerife.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Gloucester, United Kingdom
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
2 of 5 bubbles Reviewed January 14, 2012

My review would contain 2 sheets of A4 BUT TO SUMARIZE Road dug up outside constant noise, swimming pool closed all week due to maintenance, second pool only reached via 84 lava steps, no pool bar open, no thomson rep, no welcome party, only 6 English people, no or very liitle entertainment at all. Food average.Courtesy bus could not pick outside hotel due road works.Long walk to front, had to take taxi, was'nt worth it. Access to hotel was via a gang plank,very dodgy.If half of this was told to me at time of booking I would not have booked.

Room Tip: Dont Go to this hotel
See more room tips
  • Stayed October 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank jean c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jose_LC, General Manager at Hotel Puerto de la Cruz, responded to this review, May 22, 2012
Dear jean c:
Thank you very much for taking the trouble of sharing your experience with us and other Tripadvisor travellers. I greatly regret that your stay with us coincided with the works that were being carried out by the Town Hall on the road outside our Hotel, as well as the closure of one of our swimming pools for maintenance work. Your comments certainly help us to meet the needs and preferences of customers who visit us. Hoping to have the opportunity of welcoming you once again in our hotel soon, meanwhile, receive warm greetings from the beautiful island of Tenerife.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Travelers are raving about these Puerto de la Cruz hotels

Scotland
Level Contributor
16 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
1 of 5 bubbles Reviewed January 3, 2012

We stayed at this hotel over Christmas and New Year. The hotel, its services and location were good.

However, a number of the hotel staff (specifically the senior male bar and restaurant staff) were disrespectful, rude and obstructive. All other staff including the more junior restaurant staff, the housekeeping staff and ‘most of’ the reception staff were extremely courteous and helpful.

The contemptuous attitude appeared to be displayed to all guests generally, and had the feel of a long standing ingrained approach to service.

The hotel also appeared to be woefully understaffed, which led to significant waiting times to be served, most evidently at the bars. All staff also seemed to work long hours.

There also appeared to be an inflexible rigidness to the regime of the hotel, and because of an absence of written information as to the rules and guidelines of the hotel (as you would expect to find in a guests book in your room), it was not apparent that one had violated an unwritten rule until chastised by the staff (i.e. attempting to access your own drink in the restaurant, as is common practice in other ‘all inclusive’ hotels).

We were ‘all inclusive’, but we realised once we had arrived that the hotel also offered other board basis, thus the hotel seemed to be trying to offer all things to all people. We had speculated that the 'all inclusive' arrangements may have led to the ‘grumpiness’ of the staff. Had the more senior staff worked there prior to the implementation of ‘all inclusive’ arrangements and did they now feel cheated out of tips that were perhaps more evident pre 'all inclusive’?

Because we had to approach staff to access all drinks – and because this was a task which only the senior staff seemed to be permitted to deal with, it was impossible to avoid interacting with the rude staff. This meant that we had to endure various degrees of contempt several times per day. As a consequence we left the hotel, to drink in local bars (for respite) on an almost daily basis, despite having paid for the pleasure of an ‘all inclusive’ holiday.

The kindness of the good staff was significantly overshadowed by the contempt from some of the senior staff.

We have experienced all inclusive holidays in the canaries several times in the past – so we know that the Canarian people are generally pleasant. Therefore, the problem would seem to be something about the culture of this hotel specifically. I am therefore absolutely flabbergasted at the previous reviews that suggest all of the staff were fantastic. This led me to feel a little suspicious as to exactly ‘who’ had written these glowing reviews.

The poor experience of service we endured at this hotel led us to seriously consider bypassing future ‘all inclusive’ holidays, so that we have the choice to leave if we are faced with bad service.

We will never return to this hotel and we would not recommend this hotel.

Room Tip: Whilst the building work continues in the street, i would advice asking for a room facing away from...
See more room tips
  • Stayed December 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Sammyboy217
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jose_LC, General Manager at Hotel Puerto de la Cruz, responded to this review, May 22, 2012
Dear Sammyboy217:
Thank you for the trouble you have taken in making us partakers of your experience at our Hotel. Following your comments, we have implemented new procedure manuals for the staff in our Restaurant and Bars in order to achieve better quality of service towards our customers. No doubt your comments help us to meet the needs and preferences of customers who visit us and we hope to have the opportunity of welcoming you to our hotel on a future occasion so that you may appreciate the improvements we have made.
Receive warm greetings from the beautiful island of Tenerife.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Scotland
Level Contributor
132 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 222 helpful votes
2 of 5 bubbles Reviewed January 3, 2012

Sol hotels are usually above average, however, there's always the exception!
First of all, we visited just before xmas and the roadworks..etc, mentioned so many times in TA are more or less complete and are no longer a nuisance.
Twin, sea facing room was OK, although a bit worn around the edges. Could feel the springs in the mattress and complained about this next day. Maid inserted an 'extra thick' mattress cover and this worked fine. WiFi was so weak as to be non existent - I could only log-in 2-3 times over my 7 day stay.
The exceptionally well attired hotel General manager was constantly 'on patrol', being seen I guess, rather than doing anything useful. If he had wanted to be useful, he would have done something about the disgusting 'slop' served-up for breakfast in the dining room. Never before tasted such poor quality coffee and if there's a water shotage in Tenerife it's because the orange juice and other fruit juices in this hotel are watered down so much. I asked for an omelette the first morning and believe it or not, the lady cooked it on a griddle - the congealed and 'glazed' result was simply inedible. Fortunately, we were BB so only had to subject ourselves to this 'slopfest' once a day.
To be fair, cleanliness was fine and the staff were helpful. Outward appearance of the hotel merely confirmed it's passed sell-by date.
Although our stay at this hotel was tolerable, I definitely won't go back.

  • Stayed December 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Ian057
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jose_LC, General Manager at Hotel Puerto de la Cruz, responded to this review, May 22, 2012
Dear Ian057:
Thank you very much for taking your time in sharing your experience with us. Thank you also for your reviews and we take into account your remarks on our breakfast service. No doubt these comments help us to meet the needs and preferences of customers who visit us. We are very pleased about your opinion on the attention of our staff and the cleanliness of the hotel and this encourages us to continue offering our customers the best service. Greetings from the beautiful island of Tenerife.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
98 reviews
93 hotel reviews
common_n_hotel_reviews_1bd8 106 helpful votes
2 of 5 bubbles Reviewed December 26, 2011

The room had a run down feel and very weak internet connection and so asked to change room,which they willingly obliged. The room was spacious but had a run down feel,internet worked but very slowly.
Main problem was in the day the room was just too warm and yet they turn of the ac in September. So because of that I left within two days. The atmosphere of the hotel was ok.its on a hill with road works outside which creates a lot of noise. Breakfast was appealing quality.
However seemed friendly and peaceful place despite major problems

  • Stayed November 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank gabrieltheangel72
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotels you might also like...
Travelers also viewed these Puerto de la Cruz hotels
0.7 mi away
Hotel Puerto Palace
Hotel Puerto Palace
#10 of 80 in Puerto de la Cruz
4.0 of 5 bubbles 757 reviews
0.3 mi away
H10 Tenerife Playa
H10 Tenerife Playa
#9 of 80 in Puerto de la Cruz
4.0 of 5 bubbles 1,582 reviews
1.0 mi away
Gran Hotel Turquesa Playa
Gran Hotel Turquesa Playa
#20 of 80 in Puerto de la Cruz
3.5 of 5 bubbles 1,004 reviews
Show Prices
Show Prices
Show Prices
0.3 mi away
Hotel Botanico & The Oriental Spa Garden
Hotel Botanico & The Oriental Sp...
#2 of 80 in Puerto de la Cruz
4.5 of 5 bubbles 1,514 reviews
0.4 mi away
Interpalace by Blue Sea
Interpalace by Blue Sea
#68 of 80 in Puerto de la Cruz
3.0 of 5 bubbles 1,049 reviews
0.1 mi away
Apartamentos Casablanca
Apartamentos Casablanca
#4 of 80 in Puerto de la Cruz
4.5 of 5 bubbles 1,692 reviews
Show Prices
Show Prices
Show Prices

Been to Hotel Puerto de la Cruz? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Hotel Puerto de la Cruz

Property: Hotel Puerto de la Cruz
Address: Avenida Marques de Villanueva del Prado, 38400 Puerto de la Cruz, Tenerife, Spain
Phone Number:
Location: Spain > Canary Islands > Tenerife > Puerto de la Cruz
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#13 Luxury Hotel in Puerto de la Cruz
Price Range (Based on Average Rates): $
Hotel Class:4 star — Hotel Puerto de la Cruz 4*
Number of rooms: 300
Official Description (provided by the hotel):
The Hotel Puerto de la Cruz is located in the residential area of La Paz of Puerto de la Cruz, with fantastic views towards the sea or towards Mount Teide. The hotel has been recently refurbished and is surrounded by a splendid subtropical garden with a large variety of regional plants.It is situated 10 minutes from the city centre and from the Martiánez swimming pool and artifitial lake complex, creation of the lanzaroteño artist César Manrique.The capital Santa Cruz is 35 km away and the airports Reina Sofía (south) and Los Rodeos (north) are 96 km and 25 km away respectively. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Expedia, Booking.com, Priceline, Hotwire, Hotels.com, Travelocity, Cheap Tickets, Evoline ltd, TripOnline SA and HotelQuickly so you can book your Hotel Puerto de la Cruz 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:
Sol Puerto De La Cruz Hotel Puerto De La Cruz
Puerto De La Cruz Sol
Hotel Puerto De La Cruz Tenerife

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing