Arona Gran Hotel & Spa

Pavel Penchev

Deeply Disappointed with the Staff’s Behavior – Please Be Careful We made a reservation for three rooms at Arona Gran for our close relatives, who chose this hotel based on our recommendation. Everything started perfectly – the check-in process was smooth and there were no issues. The following day, we had two free hours on Sunday and decided to visit our relatives. Since we were not hotel guests, and because we believe in being correct and respectful, we politely asked at reception what fee we would need to pay in order to spend approximately two hours with them by the pool. We were clearly informed that non-guests are not allowed to use the pool facilities. We accepted this decision without any objection. We then agreed with our relatives to leave the hotel complex and go to the beach instead. That is when the unpleasant situation began. The receptionist apparently instructed security to monitor our every step, as if we intended to break the rules – something we never even considered. Despite the fact that we did not use the pool or any hotel facilities, we were subjected to visible surveillance, comments, and inappropriate remarks. While exiting the hotel toward the beach, I was met with extremely rude behavior from security staff – including physical pushing and mocking, offensive comments. When I calmly asked why this behavior was necessary, I was told: “Complain to the Pope if you want. I don’t care.” Such conduct is absolutely unacceptable for a hotel of this category. This behavior left a serious stain on what was otherwise a pleasant stay for our relatives in Tenerife. It is disappointing to see a lack of basic respect from staff – not only toward guests, but also toward people who recommended the hotel and brought business to it. We will be taking this matter further and will submit a formal complaint to the relevant consumer protection authorities, including the Government of the Canary Islands. !!***In response to the statements made by you, we categorically reject your version of events. At no point did we enter or use the pool area. We used the hotel’s exterior exit towards the beach in order to accompany our relatives. We did not access, occupy, or make use of any restricted facilities. Your public claim that we “entered the pool area despite clear instructions” is factually incorrect. If you maintain this allegation, we formally request that you provide objective evidence, such as video footage, demonstrating that we entered or used the pool area. Absent such evidence, your statement constitutes a false and misleading public assertion intended to shift responsibility and discredit our account of the situation. We stand by our original review and consider the matter closed unless you are able to substantiate your claims with verifiable proof.

Rachel Kellar

Well we cannot praise the hotel and staff highly enough. The hotel itself and food are wonderful. But the staff were so kind and caring. Disaster struck and after an accident (outside of the hotel), a 2 week hospital stay happened for my aunt, leaving my 92 year old uncle alone at the hotel. Everyone looked out for him until a family member could fly out to help. Huge thanks to all staff there, and Stefanie for being point of contact. We are most grateful for your empathy and understanding. Thank you.

Elizabeth Browne

Beautifully warm pool and spacious jacuzzi. Great choice of food at breakfast and dinner, with freshly cooked fish each evening. Too much tempting food for my waistline! Staff at the hotel are so kind and friendly. Waiting staff are very attentive. We really enjoyed the activities and so a special thank you to Virginia who made everything such fun.

Tracey Wilson

I am writing on my mother's behalf, Margaret Dyke', she wanted me to thank every member of staff for making her Christmas such a special one. She had a fabulous time and said the hotel went above and beyond to make all the guests have a fantastic Christmas, so much so that when she came home we rebooked for this year too. The food was lovely, the entertainment was fabulous and the staff worked so hard to make all the guests feel special. She will see you all in May as always.Thank you again for the most memorable Christmas she's had in a long time.

Charles Hassett

This hotel has a lot to recommend it with a truly impressive entrance atrium smothered in trailing and upright plants. The rooms are well laid out with plenty of (built-in) wardrobe space although the shower temperature was a little inconsistent. The dining area is spacious and is only busy at peak times but would benefit from some gentle direction suggestions around the buffet islands (arrows on the floor? Maybe not. But what about suggesting people circulate clockwise if possible?) as guest traffic is tiresome with people travelling in both directions (with quite a few mobility scooters) and rubbernecking to see what's on offer. Unsurprisingly (given that meals are predominantly buffet-style) the food is nicely presented but a little bland in flavour with the exception of the 'Cooked to order' station which inevitably means waiting. The location might be a negative for some as (a) the hotel is at the far south end of Los Cristianos so a fair walk to the centre and (b) Los Cristianos is a little 'worn/tired' and could do with refurbishment to improve it (especially the Promenade which takes a heavy footfall). We were happy with the hotel but the above observations meant we rated it at 4+ star rather than 5.