Upon arrival the reception could not find our reservation made via booking.com.
They notified me they will need to create a new booking in their system. It took 1.5 hours for them to find us a room and do the admin. Not a great start given it was late in the day and we have been traveling with a small child (all day). At one point when my child went to play in the pool (while we were waiting) and got cold I asked for a towel and I was told by a receptionist per verbatim “Lady, you need to respect our rules the pool is now closed and you don’t even have a booking here”…
They ended up giving us a basic room but charged the amount for the room that we originally booked…There was no word that we have been downgraded when the receptionist took a payment and gave us keys.
It took me quite a few hours over the next two days on the phone to booking.com and the hotel (!) to understand what’s going on and at the very least get back a difference in price between the rooms.
I have originally booked what they called a comfort room with a sea view. We were given a basic (standard) rooms downs an alleyway (changed twice) with no windows, blocked showers and a leaking conditioner.
Keeping in mind we only stayed there for 3 nights I spent most of the time stressing out about the situation instead of enjoying family break and spending time with my son.
Both hotel and booking.com haven’t accepted the responsibility for what happened. After 2 or 3 calls booking.com made the hotel to refund a difference in price between the rooms we booked/paid for and were given.
Initially when I spoke to the hotel about this, they refused to recognise they need to refund saying that since I accepted the price with booking.com this what they will charge regardless of what room they gave us. When I requested a meeting with the hotel manager, I was told he was too busy.
In essence that was a ruined holiday.

Our second stay at this lovely hotel.
Marcel and Virginie were very accommodating at check-in and managed to find us a room in the no smoking area.
Our room was virtually identical to the one at our last stay and it is fair to stay they are a little basic, tired and dated but the shower worked well, the bed was comfortable, there was working air con, and everything else we needed. It was also very quiet; an improvement from the spring when the fun but noisy nesting birds are in residence.
The grounds are lovely for walking in, and the views of the sea, the bay and across to Tiede and Tenerife are amazing.
The main buffet restaurant was very good - much better than the usual fayre at buffets, with good service. We even managed to have one of our four dinners on the veranda with a sunset view.
We also had meals at three of the other restaurants on site - Fandago was superb, Laurel good, and Gara ok (it was a special Halloween menu that wasn't advertised when we booked) though the parma violet and cherry skull and blood sauce was excellent.
I took part in a couple of free tours (to the eco finca and banana plantation) having done others last time, and the paid historic tour with short hike. These were led by the wonderful Jurgen who is knowledgeable and very friendly. We also took part in a complimentary watercolour class which was great fun and I would recommend.
We had a couple of walks to the town and went to a cafe there for coffees and ice creams.
The hotel entertainment is reasonably low-key but there are plenty of daytime sports and classes each day and evening entertainment on a couple of evenings - didn't try these as not really our thing. There also seemed to be a good range of children's activities on offer, and most seems to complimentary.
We like that there is an app for finding information, menus and for booking meals and activities but can see how this might not work for everyone. Reception staff and guest relations staff were always very helpful when we couldn't find an answer. One small thing is that it would be good to post somewhere the 'theme' nights for the main buffet as this can help choosing when to book other restaurants and what to have for lunch!
Overall we had a great holiday, very relaxing and we were well looked after. I definitely would recommend this holiday, especially if you like the Canary Islands but want to escape the crowds.

We are generally satisfied. The location of this hotel is unique and looks like tropical paradise. Some rooms are dated and need renovation. Not all the installations work properly. Booking the golf package we had feeling, that the golfers are treated slightly different. We were the clients of the golf course, not the hotel and it was not easy to coordinate our schedule between these two institutions. The staff is partly very friendly and polite, like waitres, but the team in the front desk was not very keen to help and flexible. Anyway, we hope to return after expected renovation.