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“No room reserved for us on arrival”

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Blue Sea Costa Jardin & Spa
Ranked #30 of 82 Hotels in Puerto de la Cruz
Reviewed April 18, 2012

We stayed at this hotel for 2 weeks in February 2012. On arrival the hotel had no room reserved for us. Despite presenting the hotel with a printout of our confirmed reservation from Travel Republic they refused to allocate us a room, stating that they had not accepted the booking request from the agent (it turned out later that they had no rooms of the type we booked available). After an hour and much hassle they eventually allowed us to use the phone to call Travel Republic and shortly afterwards we were allocated a suite for the whole of our stay. We were not impressed with the way the hotel reception and management handled this problem, particularly in regard to communicating what was going on.
The suite we were initially allocated was quite nice, but being on the ground floor near the bar/entertainment area was very noisy. We later moved to another suite further away from the bar and that was fine (suites 1-5 are nearest the bar, 6-9 are further away and have a better layout). Apart from that, the food was reasonable, although not up to the high standard we have experienced on 3 previous visits to the Canaries. Drinks prices were reasonable, especially during the two happy hours. Lunchtime bar snacks awful. Very nice outdoor pool and gardens. We thought the spa was expensive, as was use of the room safe (about £50 for 2 weeks). Evening entertainment was mediocre at best (for ‘Casino Night’ read ‘Bingo’, for Carnival Night’ read ‘Fancy Dress Competition’!) Staff mostly OK, but with one or two exceptions not as friendly and helpful as previously experienced in the Canaries.
The majority of guests were Spanish, with quite a few Germans and just a handful of French and English – hence don’t expect much information to be available in English (only 2 TV channels in English - one news, one asian). Most staff just had a basic level of spoken English.
Despite several requests during and after our stay we never received an explanation from either the hotel or Travel Republic for why no room had been reserved for us, so we won’t risk using either organisation again.

Room Tip: If you want a quiet room, ask for one well away from the bar/entertainment area.
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  • Stayed: February 2012, traveled as a couple
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3  Thank DorsetWalker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded June 22, 2012

Dear Guests,

Thank you for taking the time to provide your feedback regarding our hotel. I am certainly disappointed that your stay was not all what it could have been.

I remember very well and since there was a small missundersting your booking. I already told him sometimes computer problems by transmission errors are not correctly, but we put all of our part to put the most appropriate means and the fastest way. Once admitted to the reserve were assigned a junior suite.

We regret not covering your expectations and we will be delighted if you offer us the opportunity to return to have you back in any of our establishments.

Mª Carmen Díaz
Gerente Playacanaria Spa Hotel

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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262 - 268 of 1,230 reviews

Reviewed February 28, 2012

This hotel sits half way up in the hills above the sea, between Puerto de la Cruz and La Orotava. You would probably need a car to visit either. If you don't want a car, or don't drive, and plan on relaxing in the hotel, then bear in mind the following details. Tenerife, and indeed all the Canary Islands can be pretty cold in winter. We had daily temperatures of 14 degrees last week and that felt pretty cold, bearing in mind we had arrived expecting 20-25 degrees. You don't often get that in the winter months! Beware! One thing you can do when the weather is like this, is spend some time at the outdoor jacuzzi, annexed to the outdoor swimming pool. The jacuzzi is great, warm and fun. The pool is heated too, but not to the point that it is really nice just to jump in.

My daughter and I escaped to the spa area on one particularly cold day, hoping to be warmed up. But we were a bit disappointed that only one plunge pool was very warm, and all the rest ran from cold to freezing. The concept of the thermal baths here seems to be that it is a place you go to cool down from the hot sun (in summer) rather than warm up in winter.

This is a mainly Spanish hotel, not a problem for me as I speak Spanish fluently. Having a primarily older (OAP) Spanish clientele means that the food is very good overall. There is quite a bit of choice, and there is plenty of fresh salad and vegetables too.

The hotel itself is in need of a facelift, but is pretty well maintained, and overall clean. Staff are friendly and nice.

Overall, an enjoyable stay. This hotel does what it says on the tin. Price for 2 (1 adult, 1 child) was around 600 euros half board for one week. That's pretty reasonable overall.

But if you are looking for a bit of refinement and sophistication you will not find it here, or, arguably anywhere else at this price.

Room Tip: the rooms overlooking the teide are nice, particularly the higher rooms. you can always get a sea vi...
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  • Stayed: February 2012, traveled with family
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4  Thank paul_n_go
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 17, 2012

i wouldnt advise anyone to stop here. Last august 2011 we was booked for this hotel but unfortunatly we never arrived because my father in law died on the plane. We ended up with emergency landing on a little island not far from Portugul. This happened saturday night. Early Sunday morning we rang the hotel to explain what had happened and they said they would keep the booking open.The following morning Monday we rung the hotel to say we was still stranded in portugal until we did all the paper work to fly my father in law back home but nobody seemed to speak english kept saying ring back in a hour this went on all day until about 4 in the afternoon when someone we spoke english we explained what had happened and they said im sorry your hotel has been cancelled and had beenput on there computer has a no show their were no remorse from them or anything how can an hotel sell your hotel on not even 48hrs later when we have paid good money and for the circumstances we was in we was on the way to teneriffe to this hotel until my father in law died on the plane. I would never ever want to go to this hotel i think its disgusting on how they treat us with no remorse or anything and the shock and tragic we gone through this is very disguting company. i wouldnt recommend this hotel to anyone has longs they get their money thats all they are bothered about .Wendy

Stayed: August 2011, traveled with family
11  Thank fruity
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
P-Stor, Gerente at Blue Sea Costa Jardin & Spa, responded to this reviewResponded February 10, 2012

Dear Guests,

Thank you for taking the time to provide your feedback regarding. I am sorry so special family circumstances that happened and I feel what has happened.

If at that time were you could not help to solve your reservation was because there are a series of bureaucratic red tape and a domestic type of recruitment that requires a number of requirements to be able to cancel your reservation. At the time that the reservation you make any Web page, you is contracting with that website, not the hotel directly, possibly have internal hiring requirements in which the receptionists are not involved, nor can claim their situation to the hotel. So it has to get in touch directly with who you made the reservation.

We regret not covering your expectations and we will be delighted if you offer us the opportunity to return to have you back in any of our establishments.

Mª Carmen Díaz
Gerente Playacanaria Spa Hotel

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 6, 2011

Very good hotel with excellent staff, they really cannot do enough for you. Felt a little alien as 99% of the other guests are spanish, shame about the kids animation team as none english speaking made it very difficult for my children to get involved. But by the 4th day they met a child who could speak both languages so our kids didnt want to come home!
A lovely pool & jacuzzi to chill & relax around. Not much english food on the menu so we did struggle, if you like to try different foods then you will be ok as a lot of variety but a bit samey (for us) after 7 days. Didnt get to try the spa as it was £50 plus for us as a family to go in.
Hotel was a out of town in a residential area but a free bus service right outside the front door was great, it took 20 mins to walk into town.
overall the staff are 100% commited and will try to make your stay perfect, animation team amazing effort & great with the kids.

Room Tip: we had pool view which was best the rooms are more suited for 3 rather than 4 as they were a bit cra...
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  • Stayed: July 2011, traveled with family
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7  Thank Kath W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
P-Stor, Gerente at Blue Sea Costa Jardin & Spa, responded to this reviewResponded September 20, 2011

Dear Guests,

I would like to thank you for your comments, as it is through them the best way we can improve the quality of our service, understanding the perception of our product and most important the quality and friendly service we provide.

We once again thank you and are looking forward welcoming you to any of our establishments.

Mª Carmen Díaz
Gerente Playacanaria Spa Hotel

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 23, 2008

This is in addition to one I have already written about the hotel in response to reviews of others. The slide is for everyone not just the 2-4, whilst I was there it was the adults who were enjoying it, the kids didn't get too much of a look in and the adults ranged from 40-82! If you go with SAGA they take your luggage to the room for you. You do not need to haul the luggage up the steps unless you want to show everyone you pull weights in the gym as there is a path to the right and you just run the wheels up into the foyer. If you don't have a wheeled bag or case - update and get one, or borrow, makes life a great deal easier. I agree I this hotel is boring for kids, but not all the kids would agree and it is frequented by older kids (50+) but some children are comfortable with that. There is a kids club and an events team. I would like there to have been the trays you are supposed to use on the slide, if they had been there all of us older kids would have been queueing and the younger kids most definitely would have been bored or very wet!

  • Stayed: February 2008, traveled solo
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5  Thank ladylime
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 29, 2008

I have been to Puerto twice before and stayed in other hotels, and I have also been to carnival once before as I was doing this time. I had seen this hotel on one of my walks and though it rather grand. Really the hotel is above average but some of the probs could make it less so for the client who experiences any of what I mention. This hotel is close to the Botanical gardens of La Paz, about 10 mins to Hotel Botanico. It is set alongside a baranco and a small bridge crosses it to gardens on the other side. The end product is several small gardens full of flowers and a mini botanical garden & surrounded by a banana plantation. The downside of this is that it is uneven and walkways are not easy to negotiate for the less firm of foot. A fall hurts and leaves bruises. Bearing that in mind though and with caution do not write the hotel off. But it is on a hillside as most of Puerto and going downhill can be difficult for the less sure footed and uphill just not a good idea. However, there is a courtesy bus into the flat area of the town and taxis are always available so take a tip from the Germans and go everywhere, do anything you want but have a second and third backup plan. I went to this hotel with Saga. Like all large conglomerations there are negative sides and the main one in this hotel is that the rear of the building looks at a wall and a building site. It is not noisy and it is larva rock, but it is a wall! Luckily I was not in one of these. Demanding a view of Teide may not get you the view in my picture so I don't have an answer to that one. Meals are just that, meals. I don't like eating much but they are always the same and you have to be determined or very hungry to enjoy them sometimes. You can eat out but La Paz doesn't stay open as late as one might think, the locals wisely shut up and go home for their own dinner. One major problem for me and others was the smell of cooking in the bedrooms. It got everywhere - dropping down from a pipe above the hotel and drifting up from the open fronted restaurant below and by the time it was in the room it didn't smell like the food that was cooking either. The smell didn't stay all day but sometimes I felt quite nauseaus. Not like me. Maybe the rooms in the back were okay, so blank wall and no cooking smells?! Evening entertainment left a lot to be desired and it was noisy in the communal areas, I mean the accoustics were bad, so you couldn't sit and chat easily. There were other places to go but they were outside with the bugs. Sometimes if the entertainment area was not busy the guy would just pump up the volume in case that worked. At this point I went to watch the tv. This hotel is 'all in' but after some hours you have to pay for the drinks, so hardened drinkers are not the norm or encouraged. It can be very noise though when people come along the corridors to their rooms and particularly if they go onto the balcony and talk in what they think are whispers. So to sum it up;- If Saga tell you this is a wonderful place for you, but you can't walk easily then be ready to come and go by taxi rather than feeling trapped. Make sure you are not in a back room unless you enjoy darkness, cool and wall. This hotel is part of the 'Playa' chain and once inside you may have to check which country you are actually in as it has the same colours and layout as say Marbella Playa! Do go to Puerto though and sit in the little squares in the town and make small forays back and forth to the surrounding streets. You can get taxis right there and they will take you anywhere and help you if you need help. Don't let a disability stop you in any way. There are at lest two English newspapers and you can contact them online for info and there is an Anglican church on Taoro with a large congregation, tea and biscuits are extra but something familiar is not too far away.

  • Stayed: February 2008, traveled solo
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5  Thank ladylime
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 7, 2008

Never seen worst hotel staff attitude in my life, starting with a lady that used the hotel manager room, so we could only assume that who she was...
If you come with a lot of luagage, get prepared to carry it on your own, on the stairs leading to the lobby - also later, the elevator is so tiny, that if you are with a family you will ahve to go up and down with your lugage as they will not fit the elevator.
Rooms - we booked a room for a family with 2 kids, we got a twin bed room, in which they wanted to add 2 more beds - this meant NO PLACE for anything other than beds. No passing, no room for luagae, and this should be a place for a long vacation.... We left the hotel without even staying. As when we complained that the room is not ready to accomodate a family, they wanted us to add 50% of the rate, so that they will 'upgrade' us to a bigger room!!!!

  • Stayed: December 2007, traveled with family
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8  Thank worldTtraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Blue Sea Costa Jardin & Spa

Address: Calle Guerrero, 14 | Urbanizacion El Durazno, 38400 Puerto de la Cruz, Tenerife, Spain (Formerly diverhotel Tenerife Spa & Garden)
Location: Spain > Canary Islands > Tenerife > Puerto de la Cruz
Amenities:
Bar / Lounge Business Center with Internet Access Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Spa Hotel in Puerto de la Cruz
#20 Luxury Hotel in Puerto de la Cruz
Price Range: $56 - $116 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Blue Sea Costa Jardin & Spa 4*
Number of rooms: 248
Official Description (provided by the hotel):
Blue Sea Costa Jardin & Spa is located in a quiet and luxurious residential area of Puerto de la Cruz, very close to the Botanical Gardens and 2 miles from the artificial lake and swimming pools at the Martiánez complex. It is surrounded by a spectacular tropical garden of 3.7 acres and it offers stunning views of the Teide, the Orotava Valley and the ocean. ... more   less 
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Also Known As:
Playacanaria Hotel Puerto De La Cruz
Hotel Playacanaria
Blue Sea Costa Jardin & Spa Tenerife/Puerto De La Cruz

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