I booked the room in April, I asked for a double bed, three roses, and a box of chocolates for my partner, making it clear that I would pay for the detail upon my arrival at the hotel. When I arrived on August 15, they gave me 2 single beds, ignoring my reservation; there were no chocolates or roses, they disregarded everything, claiming that they gave out double beds on a first-come, first-served basis, ignoring the reservation. On Wednesday the 19th, the cleaning staff didn't even come by the room, they didn't clean, didn't make the beds, and didn't change the towels. I had to go down to the front desk myself to ask for hygiene products and clean towels. The only ones who behaved well were the dining room waiters; otherwise, I don't recommend it to anyone, a real shame, I certainly won't be back.

We found a cockroach in room 606, we reported it at the front desk and they did not offer us any type of refund and on top of that they told us "a room change could be considered" without directly offering a room change or a sensible solution. Instead of that, they started making excuses, saying that Puerto de la Cruz has a problem with cockroach infestations. Excuse me???? Where did the professionalism go? The worst customer service I have experienced, apart from the cockroach issue, the hotel seems like it is from the year 1400 B.C. Simply DO NOT come.

We found a cockroach in the room and they did not compensate us in any way. Do not go.