Based on authentic user experiences
David Gibson
7338 reviews
N/A
10 months ago
I have just returned from our holiday
I have just returned from our holiday at the Sensimar Arona Gran hotel in Los Christianos Tenerife My wife and I lost a complete day of our seven day holiday due to the rooms in the Sensimar Arona Gran being infested with ants On day one we awoke to find our room infested with ants they were in our clothes shoes suitcases bags purse wallet etc I took a short video on my iPad of the ants swarming over the dressing table and took this down to the reception where I showed the video to Amanda receptionist Amanda said she was shocked to see this and asked us to move to another room so they could clean our existing room room 270 We were asked to inspect another room to see if it was acceptable and were given a key to the room this room also had ants crawling around it so we rejected that room Four rooms later we found a room with very few ants room 352 and agreed to accept this room as long as we had some insecticide spray to use during our stay It was now midday and we now had the task of cleaning all our possessions of the infestation which involved throwing away any food items we had washing out our infested cases and purse bags wallet We also had to open all of my wife s cosmetics medications and discard the packaging as we were unable to wash these When we had finished cleaning and drying our possessions we had to pack everything back into our cases for the hotel porter to move to room 352 I took the keys to room 270 back to reception as requested but Amanda was busy with another guest so I spoke to Sophia receptionist I handed the keys to room 270 to Sophia and explained that we had repacked our cases ready for the porter to move to room 352 and informed her that my wife and I would go to room 352 and wait for our cases so we could unpack them again Now here is the worst part of this saga All the time I was talking to Sophia she was pulling silly childish faces at me like she was not at all interested in my problem This was indeed confirmed when after my wife and I had spent an hour waiting for our cases to arrive I telephoned reception and spoke to Amanda who informed me that Sophia had not passed on the message about getting the porter to move our luggage Amanda apologised profusely and promptly arranged for the porter to transfer our luggage to us in room 352 It is now mid-afternoon and my wife and I still had to unpack our clothes etc and double check them for ants we finally settled into our new room just in time for a quick shower before going down for dinner I have reported this incident to the TUI rep Bara who has made notes of this on her iPad which I have signed Bara told me she would take up the complaint with the hotel management and put a note under our door with the results of her meeting We never received a note from Bara nor did we receive any form of compensation from the hotel and this is why I am now asking TUI to compensate my wife and myself I have posted the video of the infestation of ants on one of my websites at deepsea dot co dot uk Infestation Nightmare MP4And a photo showing the inside of one of our bags swarming with ants at deepsea dot co dot uk infested purse JPG
Kevin Barber
7338 reviews
N/A
10 months ago
Would have given 0 stars
Would have given 0 stayed at vulcano 4 12 2029tl 15 12 2020 on the 7thhad my partners case broken into opened door after breakfast to find maid looking through her opened case reception spoke to my partner saying maid knocked it over while cleaning the case was doubledzipped and locked door showed no sign at all of forced entry The receptionist answered my email and insinuated we were LIERS which has just made things worse I have since sent manager e mails with no reply both TUI and the Vulcano want this swept under the carpet if staying in any of there hotels please report everything to TUI and police even though they have plEnty to do with COVID-19 You should be able to leave unlocked cases in room never mind locked
kirsten coleman
7338 reviews
N/A
10 months ago
change in booking price
Spring s website failed when booking but still took payment called and staff advise they would fix on Monday only to be told on Monday price had gone up Desperate to book but no one has replied to my email asking them to honour the price To add insult to injury the money has been returned to my bank but slightly less due to conversion rate Would love to stay here but experience has been awful so far Really hoping they can resolve
Giuseppe Prette
7338 reviews
N/A
10 months ago
Horrible experience - Awful management
On the 10th October while being a guest at The Hotel Vulcano I was stuck in the lift for 1 hour The horrible experience began at 7am and only ended at 8am when I was finally rescued by a technician Although I understand that an accident may happen the way the situation was handled by the person in charge was totally unacceptable and to discover the management complacency was particularly unpleasant When the lift suddenly dropped and then stopped I was only able to sound the alarm but the intercom was not functioning possibly against the law and I could only communicate by shouting through the doors Unfortunately at the other end there was only an uncaring unfriendly and disagreeable member of staff Apart from informing me that a technician had been called he did nothing to reassure me he never bothered to ask me if I was injured never enquired if someone else was with me and never kept me up to date with the progress He was just wholly uninterested An eminently horrible individual that does not deserve to be part of any hospitality team The guy does not know the meaning of hospitality On top when I phoned him while still trapped in the lift to ask if there was any update he sounded annoyed and curtly told me to be quiet and wait Finally after 1 hour the door was opened by an engineer and I was able to climb out but shockingly no member of staff or management of the Hotel Vulcano was there to ask what had happened if I needed any help if medical assistance was necessary or simply if I needed a glass of water During the course of the morning no one staff or management got in touch and at 11AM I emailed the front desk manager Arianna and took her until 5PM to answer with some generic apologies and still without any interest to know if I was feeling better or in need of anything Disgusting As a form of shutting me up she offers me a Spa Circuit Laughable to say the least In a further exchange of emails I asked for a meeting with the GM and I was told by the same front desk manager that the GM was too busy for a formal meeting and possibly will exchange a few words if she sees me around Outrageous to say the least A very very unfortunate sequence of events This hotel used to be a good choice a place where my partner and I used to look forward to returning Definitely not anymore
MRS KATH
7338 reviews
N/A
10 months ago
I have just returned from the Vulcano
I have just returned from the Vulcano Hotel the staff were very nice espically Antonio Dominguez Alfonso who was a great help to all the older folk with helping them with the Locator Form Great girl
LyndyLou S
7338 reviews
N/A
10 months ago
This was my 5th holiday at The Arona
This was my 5th holiday at The Arona Gran My daughter in law came with me we had a lovely lazy 2 weeks with fab weather as usual the staff were outstanding I recommend this hotel to anyone who wants quality The staff rooms food are perfect The only problem I saw was for the smokers There are a few unsuitable cigarette bins around the pool I know several people were most unhappy about it Whilst we all will see a smoke free world I think this arrangement is extremely poor not thought out properly at all
