Arona Gran Hotel

We had a nice time, the food and staff all very good. Excellent entertainment too, however I feel that I must point out 3 things.

1. When going to the toilets you need your room card to get in ? this is not acceptable in my opinion. I have issues with urgency after prostate cancer surgery and on more than one occasion forgot my room card, this created so much stress as had to try and hold on until another guest arrived. Even the pool and dinning ones you had to use a card.
2. There are signs on the bars saying that you have to pay for ice ? come on we paid over 3k for the holiday.
3. We think the breakfast time should be extended to 10.30am finish, this would improve the very busy 9am-10am, most hotels on the island now offer the extra 30mins.

I do hope that these things are pointed out to management at a high level especially number 1. If the changes were made then we would return.

Have just returned from Arona Gran after a weeks holiday, this time we took our granddaughter, so 3 of us in a room, admittedly I did book a side sea view room, it has to be the smallest room in the hotel, beds were crammed in, view was of the tower block, car park & very little sea view, so disappointed, we were told the hotel was full, so they couldn't help or change our room, however I was so upset about the room, after our evening meal, I went to reception & explained how unhappy we were, to be crammed into a small room like sardines!! If by magic they said we could view another room, so we did, it was twice the size, huge balcony, so was delighted & accepted, then was told it was an extra £205, for the rest of our stay, felt we had no choice but to pay the extra, for a little more comfort. This was our 7th visit to the hotel, felt let down, always hearing others having upgrades at no extra cost. As repeat customers, thought it would of been a lovely gesture, but no, the hotel is not what it used to be, standards are slipping, looking tired now, & sadly we won't be returning.

Check in was easy . Shopie was lovely

We have stayed at the hotel many times for September sun before the winter in the UK . We always stay on the up terrace . And standards have dropped considerably again .

The new concierge’s do not greet you upon arrival they didn’t even say hello . They were rude and just sit all day by the bar on the phone. I never say one of them walk round the terrace for the seven days of our stay . We couldn’t even tell you their names as they didn’t introduce themselves at all .

No customer interaction at all . Very rude and unprofessional and down right lazy and miserable.

Anthony was absolutely great but lacked a spark which seemed strange from other visits .

, We really Narrisa & Beatrice along with every other quest they are professional friendly and excellent at their jobs they walk around the UP talking to quests old & new . Always having a laugh and a chat. Hurry back lady’s the Up is going down hill fast without you. But look after your new babies and family first .

The pool men are lazy they sit hiding all day on their phones or smoking down the side of the hotel . Never enough towels out on the beds . They just put them on the nearest beds to the bar area . I hope a quest never gets into trouble in the pool they never even go to the pools .

One day there were no extra towels at all. , the terrace was a mess with glasses dirty plates and food items left all over the place all day.

Now the UP food lunch it’s reverted back to a couple of years ago very poor no nice hot food items again same dishes more or less every day bland and tasteless . Trying to be too fancy and it’s not working. The food needs a revamp.

The staff in the bar are great especially Sabrina , juan they work hard and are friendly welcoming and excellent at their jobs .

Furniture is looking shabby and dirty and umbrellas are mostly broken and really dirty . Standards are slipping every year which is such a shame when it’s expensive you don’t mind paying extra for some luxuries. At the moment the up are not providing these luxuries. No luxury at all.

Main restaurant is still good with lots of choice .

Entertainment is still very poor when will the hotel address the problem??? When customers complain time & again . ???

We fell in love with this hotel from our first visit this being around our 9th visit we have fallen out of love with the hotel which is such a shame . Standards have just dropped massively.