Review Time
We are extremely disappointed with this hotel, especially considering it claims to be a 5-star property.
From the moment we arrived, the experience did not match 5-star standards. There was no assistance with luggage, and the welcome felt cold and unprofessional, with no basic hospitality offered.
The room cleaning was very poor. Walking barefoot in the room, you could clearly feel dust and dirt on the floor, which shows that cleaning standards are far below expectations.
The food quality was disappointing, as buffet items were often cold instead of properly heated, which is not what you expect from a hotel of this category.
The food service was very slow, with long waiting times even for simple items like fried eggs.
Service in general is inefficient. Even something basic like changing towels can take many hours (up to half a day). This forces you to either carry your towel with you all day or be left without one for a long time.
The WiFi connection barely worked, making it difficult to use even basic services during the stay.
A major issue is the lack of clear information before arrival. The booking agency (Sunweb) did not properly explain that many important facilities require extra payment, and this was not clearly communicated during the reservation process.
In particular, access to certain family/kids areas costs around €50 per adult and €30 per child per day. Over multiple days, this adds up significantly on top of the hotel price.
As a result:
Key areas for children are only accessible with additional daily charges
When it rains, the only option for children is to use the kids’ area, which also requires payment. For a 5-star hotel, you would expect some basic indoor space without extra cost
Even in the paid kids’ area, the pools were not heated, so they were not usable
We also spoke with other families at the hotel who reported the same issues, especially regarding the children’s facilities, which makes this even more concerning.
We booked 10 days to relax and enjoy a family holiday, spending over €3000, but instead this has been frustrating and disappointing from the start.
After reading other reviews and speaking with guests, it is clear that these issues are not isolated and seem to be a consistent pattern.
Despite being marketed as a 5-star hotel, the overall experience feels much closer to a 3–4 star standard.
We would not recommend this hotel, especially for families.
We are extremely disappointed with this hotel, especially considering it claims to be a 5-star property.From the moment we arrived, the experience did not match 5-star standards. There was no assistance with luggage, and the welcome felt cold and unprofessional, with no basic hospitality offered.The room cleaning was very poor. Walking barefoot in the room, you could clearly feel dust and dirt on the floor, which shows that cleaning standards are far below expectations.The food quality was disappointing, as buffet items were often cold instead of properly heated, which is not what you expect from a hotel of this category.The food service was very slow, with long waiting times even for simple items like fried eggs.Service in general is inefficient. Even something basic like changing towels can take many hours (up to half a day). This forces you to either carry your towel with you all day or be left without one for a long time.The WiFi connection barely worked, making it difficult to use even basic services during the stay.A major issue is the lack of clear information before arrival. The booking agency (Sunweb) did not properly explain that many important facilities require extra payment, and this was not clearly communicated during the reservation process.In particular, access to certain family/kids areas costs around €50 per adult and €30 per child per day. Over multiple days, this adds up significantly on top of the hotel price.As a result:Key areas for children are only accessible with additional daily chargesWhen it rains, the only option for children is to use the kids’ area, which also requires payment. For a 5-star hotel, you would expect some basic indoor space without extra costEven in the paid kids’ area, the pools were not heated, so they were not usableWe also spoke with other families at the hotel who reported the same issues, especially regarding the children’s facilities, which makes this even more concerning.We booked 10 days to relax and enjoy a family holiday, spending over €3000, but instead this has been frustrating and disappointing from the start.After reading other reviews and speaking with guests, it is clear that these issues are not isolated and seem to be a consistent pattern.Despite being marketed as a 5-star hotel, the overall experience feels much closer to a 3–4 star standard.We would not recommend this hotel, especially for families.
We stayed at Gran Castillo Tagoro as a family of four (three adults and our 2.5-year-old son), having booked a Gold Level 2-Bedroom Suite expecting a premium 5-star experience. Unfortunately, from arrival to departure, this felt closer to a 3-star resort with very poor service standards.Arrival & Reception – A Very Poor First ImpressionUpon arrival, we were kept waiting in reception for approximately 30 minutes with our 2.5-year-old son, apparently waiting for a bellboy. When he eventually appeared, he walked us about 10 metres to a lift, told us to go to the 5th floor and turn right — something that could easily have been explained immediately. The delay felt unnecessary and poorly handled.The overall tone from reception staff was dismissive and unhelpful, which immediately set the wrong tone for what was meant to be a relaxing family holiday.Food Quality & Service – Nowhere Near 5-StarThe buffet experience was extremely disappointing.The quality of food was far below what one would expect from a 5-star property. On one occasion, chicken appeared undercooked. Cleanliness was also a serious concern — many plates were visibly dirty, and it was difficult to find consistently clean ones.Service in the buffet area was equally concerning. Staff frequently appeared disengaged and unfriendly. At one point, a member of staff abruptly took a toy from our son while he was briefly playing near our table and spoke sharply to him in Spanish, which was completely unnecessary.Our experience in the Gold Level restaurant was even more surprising. One evening we arrived at 18:29 (the restaurant opens at 18:30). Given that it was windy outside, my wife is 28 weeks pregnant, and we have a toddler, we asked to sit down. The chef reacted aggressively, raised her voice, and escalated the situation to a manager. The following day, when my wife approached the kitchen counter to politely ask about the day’s dish, the same chef again responded by shouting in Spanish and refusing service. This was extremely uncomfortable.Additionally, despite booking Gold Level, the only included dining option was buffet-style. À la carte restaurants required additional payment and were often visibly empty — which felt disappointing given the “all-inclusive” positioning.Not Suitable for Young ChildrenThis resort is not well set up for children under 3.The kids club for toddlers operates only 30 minutes in the morning and 30 minutes in the afternoon. Outside of that, there is no meaningful indoor play space — which becomes an issue if weather conditions are windy or cooler.We also had no access to the Real Adventure area, which further limited options for our child.Gold Level – Very UnderwhelmingWhile the suite itself was a decent size, the Gold Level amenities were extremely limited:Basic soft drinks and one small snack bag for the entire stayWater not consistently replenishedNo robes or slippersHousekeeping requests (such as extra towels) were met with reluctanceFor a premium room category, the overall experience felt minimal and far from “Gold Level”.Final ThoughtsThis hotel is marketed as a 5-star, premium, family-friendly resort. In reality, service levels, food quality, and overall hospitality did not reflect that standard.We left feeling that the hotel focuses heavily on upselling additional services rather than delivering a genuine high-quality all-inclusive experience.For families expecting true 5-star service — particularly with young children — I would strongly recommend managing expectations or considering alternative options.
The hotel is great for a relaxing holiday. There are several pools a good themed children's area with slides etc.. Good restaurants An Entertainment centre, in house shops and in the vicinity, a complete area with shops pubs and restaurants. The best of the hotel is basically, the staff. They were all hard working in all areas. Special mention to Unai the poolside lifeguard who was knowledgeable about the local area. We became friends with him and appreciated the hard work he put in. In the dining room, Pavan was friendly but not overly so. We don't want to be constantly asked if everything is OK.The location is good. It's an easy path to the marina market. However, buyer beware, we found the market prices on some items were overpriced. If you are prepared to haggle, give it a go. Don't be fooled by the "Your breaking me " They know they are over priced. That said, some of the craft items aren't available in the local shops so that's where the market scores well.Regular busses run to the main town and the bus stop from the hotel is is a 2 minute walk away. From the main bus station in Playa Blanca, on a Sunday, there is a bus to the main market at Teguise. Other places to visit by bus include Arrecefi and Playa Carmen. At Playa Carmen we wanted to go for the evening entertainment to see the cabaret with a meal. With transport, for the two of us it cost €100 which we thought was a little bit steep. For the more adventurous, you can have a one day diving course which takes in the Museum Atlantica or for a seasoned hiker a trip past the goat herd buildings onto a rugged path up the Hacha Grande summit.
nice staff, but if u think im not sewing this company u must be crazy there sprinkerles that water the grass and plants are to far forward that is there fault it ended up reaching on the pattio and i slipped broke my wrist had a minor head injury horrible food i ended up being sick of the chinsese night they had also false advertising said they had slides for kids nothing they have that have one splash pool and a little paddle pool for babys payed 6 grand for myself granddaughter grandson and daughter to do this holiday not worth it at all then they except me to leave my room at 11 with a broken wrist get changed in the toilets not a chance they said i can have the room till 6pm then they said they wont charge anything beacause of my wrist then they charged me 60£ and i wasnt going to sue but now they done that im 100 percent suing them not happy at all!
Just had 9 days at the Tacande Portals Nous in Majorca. Rated as 4 star hotel. I booked a gold level room having experienced gold level at the Gran Tacande in Adeje Tenerife (it’s amazing, 5 star and I’ve stayed there about 8 or 9 times previously)What a disappointment, I cannot express how underwhelmed I was upon arrival. It is definitely only a couple of hundred meters from a small cove and sandy beach but it’s situated on a hill and to get anywhere other than the beach you need to be young and fit. Definitely not for senior citizens ( like me) unless you hire a car ( fortunately I already picked one up at the airport)The “gold level” room was situated overlooking a building site where work commenced every day at 8.00. (I was assured that work was only allowed between 12 and 2 during the summer months but that was just a load of nonsense!The reception staff were not overly interested and when I complained about the building etc they were not really that concerned. It might have been good to know before we booked that building work was going on.( I booked direct with Dreamplace hotels so they must have known). No alternative room was offered.Pool area is good and service at the pool bar was excellent! The gold level lounge was pathetic with nothing other than some juice tea coffee and few miserable pastries. The room was ugly with zero atmosphere!!The outside upper level Gold seating area was closed (has been since covid) and the exclusive Bali beds area was fine if you wanted to walk through a dusty sandy area and lie on a bed with stained covers!!At checkout I asked for the bill and was presented with a card machine with an amount already entered, when I asked for a detailed printed bill I was offered the slips I had signed and a calculator…….. fortunately I can count but was amazed that no printed invoice was presented, I have never experienced this poor disinterested attitude in the past….,.. anywhere!!!They definitely need some front of house staff training !!
Several people ask what this hotel is like. This is my honest review having taken some time to recover from our poor experience, make sure we had all our facts right legally and whether we would inform the community of our experience at Easter of this year.We were return customers to this so called 5 star hotel having stayed previously 2 years ago and considered it to be one of the best family holidays we ever had. Management has changed and the hotel standards have dropped through the floor.We contacted the hotel months in advance to inform them that we had been awarded a fully internationally certified and accredited Assistance Dog for our autistic son. The hotel wrote back to us stating there was no issue and were looking forward to our arrival and assisting us with anything we needed. My son has limited words and being autistic has no awareness of danger.On arrival I was met with 4 members of staff at reception. Each described themselves as the hotel manager which was very very confusing. They started by stating that "We told you Sir you could not bring the dog with you".At this point I showed them the email from their own booking department saying it was fine. They spoke to each other in Spanish, asked for a photocopy of the email and then said we might not be able to accomodate my family as "we 100% do not allow dogs" I at several occasions attempted to explain that it's not a pet, it is a service dog for my son. At no point was I even offered a glass of water after our long trip from the airport, in contrast to the experience we had with sparkling wine on arrival 2 years previously for the 5 star experience. I had to send my wife and my family away while I sorted out this confusion, with the hotel staff making me feel that I was in the wrong because I accepted an email from the booking department stating our service dog, could stay when I should have contacted the hotel directly. I told them this was the main email address from the hotel that approved our booking with the service dog. At this point I had been waiting for over 45 minutes while they attempted to find me alternative accommodation, stating they were looking for a villa for my family. They did not tell me how much this alternative would cost and clearly I told their staff that it would not be the same experience as staying in an all inclusive hotel.I was then told again that we could not stay in the hotel as this is a family resort which was very degrading just because my son has a disability and requires a service dog for his safety.The staff then accused me of having my facts incorrect because the hotel has to adhere to Spanish laws. This is where I was outraged at this comment and told her that the hotel was in breach of Spanish law, Irish law and EU law on the rights of a person with disabilities and service dogs have full legal rights to access public establishments including hotels.When I threatened legal action, it was only then that the hotel staff went into the back room to discuss and decided to make an "exception" to allow us to stay. We were shadowed throughout the 2 weeks which was very uncomfortable and very demeaning and it ruined our holiday.The room that we had chose to stay in, was not provided to us, they placed us as far away from others as possible. More an out of sight, out of mind approach. Cleaning - we had to call reception to tell them that we were out of toilet role because nobody was servicing our room for days. Having stayed in this hotel, without any issues and having a perfect family holiday for my 40th, we decided to return at Easter for a family holiday for 2 weeks. It cost us near €7000 for this trip for 2 adults and 2 children.On our 2nd last night, water started leaking from the light fittings above our bathroom. We informed reception twice. Nobody bothered to come to inspect the issue. On our return to Ireland, I emailed the Director of Dreamplace Hotels who replied with a pathetic email stating Spanish laws were different. I spent several months researching with legal advice to find that the hotel was in breach of laws governing the Canary Islands and could have been fined up to €9000 for discrimination. This lack of understanding and acceptance was more shocking when I found that I could easily book a villa on AirBnB who actually have a full page highlighting that AirBNB accept all service dogs and all hosts must adhere to this policy.I have emailed the Director a second time to state their lack of understanding and awareness and that they were in breach of laws. No response. No care for families of children with disabilities. I would urge those thinking of staying in this hotel to choose another location.
We loved this hotel during our stay, everything was fine up until the day before we were due to leave, and I found a dried brown substance smeared across my toothbrush which smelled foul like faeces. We are not posting this review to be malicious, we tried to resolve this matter with the hotel but they showed no accountability and they were even a little patronising in their response, suggesting the maid had proper cleaning utensils to clean so wouldn’t need to use my toothbrush for cleaning purposes. ( I don’t think that’s the reason my toothbrush had poo on it) As a reader of this review it’s up to you what you take from this, but I will offer some advice if you visit this hotel, hide your toothbrushes and don’t wait until the end of your holiday to tip the maid if you’re putting the do not disturb sign on the door. We feel this may have massively inconvenienced the maid without realising, at the start of the week she seemed so lovely but as our room was on the corner I think she wanted to be in our room first to clean, it was a little too early for us so we politely asked for more time that day and every day after this we left the do not disturb sign on the door the night before so she would know not to come too early. This ruined the last two days of our holiday, and really upset me that we could have angered a person so much that they would do something so disgusting. The lack of accountability and and poor customer service from this hotel suggests it is no where near 5*The staff really do not seem to care.
We travelled as a group of 10 which consisted of 3 families - 2 adults 2 children (8) - 2 adults 2 children (4) - 2 Adults (grandparents).This was our 4th visit and it didn't disappoint. Each member of our group from the 4 year olds up to the grandparents enjoyed every second of our amazing stay.Our rooms over the years have changed, from Superior Family room, to Sea View to Superior Double room - My advice is go with your budget - every room is fantastic - all very spacious, extremely clean, very comfortable beds, pillows, toiletries, kettle, water, fridge, TV - everything you could want and more. The maids each morning would have our room immaculate.The Staff:Reception: Although the staff at reception are extremely busy they deliver...… every question, query, request for help or guidance was dealt with like we were family. All of you are a credit to your team, Veronika you are a lady - thank you for everything you did for us during our stay.The Animation Team - the children's holiday was made unforgettable - kids clubs, disco, 5D cinema, even just walking around the animation team had our children feeling like they were part of the team - they remembered our children's names - never passed us without a high 5 - Kevin (JUSTIN BIEBER !!!!) you have a gift, you bring fun no matter what you are doing.The Pool Staff: Alex and Ivan - these lads work so hard to ensure everyone is happy with their sunbeds, umbrellas etc. Nothing was too much trouble. Restaurants: The food was really good, always a good variety, plenty of choice, good selection for children also. I find it hard to fault. Drinks are the same - loved the white wine.Management: We did have an issue that needed the attention from Management and honestly they were nothing but generous and genuinely kind to us. Our problem was solved immediately and we were back to enjoying our holiday.If you are a family with small children do not hesitate coming to The Gran Castillo - it’s called family and fun for a reason - it absolutely delivers and stands up to its name. Our children made some lifelong friends as did ourselves. I just cannot fault this place - Its 100% amazing.
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