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at the Hotel Santa Catalina
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excellent product with some poorly trained and most unpleasant front of house staff
Jan 4th, 2021
The quality of this hotel is no doubt 5 star. It is comfortable, good restaurants, excellent breakfast comfortable rooms, great spa, friendly and helpful waiters and good housekeeping. It seems to have everything. Unfortunately dealing with some members of your front of house left much to be desired. I moved my room after 2 nights. I had booked it seperately. There where some issues, (one in particular) relating to Hygiene. I expressed my concerns which in fact ended in a confrontation. A simple solution would have been to offer a different room, given my concerns. I got a reluctant apology. They fixed the problem. However my point was they had no protocols in place regarding quality assurance before allocating a room with a badly smelling shower in the first place. I have never in my life in any 5 star hotel had a problem booking one of their restaurants. I enquired this evening about booking a restaurant for tomorrow that was closed this evening. I was told (abruptly) that it couldn't be done I had to wait until tomorrow to book myself at the restaurant. Why can I ask could this not be done? What do you mean by VIP in your premium suites if a guest cannot be offered such a simple service in a courteous manner. The lady I asked was less than gracious and dismissive when I asked why not. On a positive note I wish to thank the staff for assisting my in changing my airline booking. It was appreciated. Much of your systems however, seem geared to meet the needs of your hotel rather than service your guest. Your chairs at front of house for check in and guests inquires are not practical and in these Covid times can I ask how they are sanitised TRIPADVISOR.COM USER
Never ever again !
Dec 31st, 2020
I know it looks super amazing hotel, the rooms are spectacular it’s not my first time here but I got to say that the Managment is below average. Check in & Corona measures: I had to wait for more the 30 min in the line for the check-in (no Corona measure) everyone is literally behind each other ! They don’t clean the chairs after the guest leave or the table of the check in for the next guest! for the check in, was super long line, the representative take so long around 20-30 min to check in, for corona measures and also as a respect for the guest The Managment should ask the guest to stay in the lobby seated or the bar offering them a drink or something till the line get shorter but they didn’t do it, the Duty manager was in his office not even helping with the check in. Spa: The lady asked if I would like to book in the spa I told her I will confirm when I’m in the room. Literally 10 min after I tried to call to confirm and they told me it’s fully booked (note that I booked a suites). Room service: I asked for an empty glasses from the room service cause the glasses I have in the room is not clean she told me I have to pay 5 euros! WTF ? I paid xxxx for the suite and she want me to pay 5 euro for a replacement glasses? How cheap !! Room & Suites: the fridge is not working it’s super warm! And just few days ago the room, suits looks absolutely gorgeous with the nice set of person use of shampoos, shower gel etc. This time they have a family bottle from Rituals! That’s not even in 3 star hotel do that ! That’s completely not hygiene not luxury and super disappointed to have this treatment just few days after the first time. It was the second time I booked here but will NEVER DO ! TRIPADVISOR.COM USER
Oasis in Las Palmas
Dec 31st, 2020
This is a very nice hotel in Las Palmas in its own oasis. Super classic decor and finishings. The mirror tv was such a big hit and we loved it. Wifi was excellent and strong. We had many devices streaming and there were never any hiccups or issues. We had a complicated check in as we wanted to switch our room to two connected rooms and it took many retries with keys then getting locked out eventually due to a dead door battery. Our bellhop was super through it all and went beyond what was expected. At our departure he also helped us get a taxi that actually fit our suitcases. Big thank you to Ugo’s dad! Hope I spelled that right. The only negative here was one day I had a Glovo delivery and the waiter from the terrace bar came out and scolded him in front of me for walking on the carpet up the steps to find me. Please note he did not enter the doors of the hotel - we were outside the entire time. I felt really bad for the delivery guy who actually was very nice. I felt like the scolding was harsh and should not have happened in front of a hotel guest. Then I had to ask him for utensils as my delivery didn’t have any and he was super rude and told me to call room service. Not a friendly person at all. TRIPADVISOR.COM USER
Generally good, but sometimes under-delivers
Dec 29th, 2020
The hotel aims high but doesn't always hit the mark. In general the service and standards are good. The spa is very decent, breakfast is good. The menus in the remaining restaurants are boring and overpriced, and the rooms are described as suites but are really too small for that. TRIPADVISOR.COM USER
Relaxing week away at the Hotel Santa Catalina
Dec 27th, 2020
Just back from a lovely week away in the Hotel Santa Catalina. Really lovely hotel with good facilities. We used the gym and the wellness centre everyday and loved it. Both Rosa and the manager of the wellness centre couldn't have been more helpful and everyday felt like such a treat going. Gym good with plenty of equipment, it was very quiet during our stay so never felt busy. Our room was a premier junior suite which had a lovely large balcony over looking the front of the hotel. This room also allowed us to use the rooftop swimming and gym area. They only down side was at the weekend it was a little noisey from the bar below and the rooftop bar. This didn't bother us, however if you were a light sleeper may keep you awake. The bed was really comfy and the shower was fantastic. We also had a large slipper bath in our bathroom. However there was limited wardrobe space if staying for a week, but overall the room was really good and cleaned to a high standard. Breakfast was AMAZING with so much choice and really well set up trying to keep within the Covid social distancing rules. Lovely setting outside to sit and enjoy breakfast, felt really relaxing in the mornings. We ate a couple of times in the 1890 La Bodeguita restaurant at the hotel and the food was really good and for the quality of food we thought it wasn't really that expensive. It had a lovely atmosphere and the service was excellent. On the occasions we didn't eat at the hotel we got a taxi to Las Canteras which cost around 5 euro and there was plenty of restaurants to choose from once there. Both the rooftop swimming pool and the main swimming pool were lovely and exceptionally well maintained. During our week stay all the staff were brilliant and we couldn't fault anyone, nothing was to much trouble. We would highly recommend this hotel and have come back feeling really relaxed from our week away. TRIPADVISOR.COM USER
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