Select Room & Board Basis | Mercury Holidays

Product Details

Pool

We really enjoyed the hotel,  all the staff were very friendly and professional. Food was good and plentiful and there was night time entertainment.  The location is inland but not to far it is quite central for walking all around the area. We are returning next April.

Good hotel

We upgraded to a premium room which was suppose to have daily water, tea/coffee making facilities, bathrobes and access to the roof terrace. The only thing we did get was the access to the roof terrace with the infinity pool, we asked at reception about the water they said would speak to house keepers about it, it never arrived in the whole 10 days we were here luckily I brought own travel kettle! 
OK so the food is excellent I don't know how people can complain there is something for everyone and fresh meats cooked to order on a night and omelettes and fried eggs, pancakes on a morning waiting staff work hard. 
Only downfall there is alot of big groups of teenagers in & out of each other's rooms slamming doors but there was no chew with them. We only really heard them 1 night on our floor so didn't really bother us also we were on roof terrace pool so was quiet up there. Would I recommend the hotel 100%. 
If you like walking like us you can walk quite far both ways on the beach front. 

Good and bad

I do not recommend this Hotel whatsoever, I hope this review will save one person from booking this hotel in Tenerife. We were led to believe this was a safe secure hotel from the various of reviews online but of course the good reviews are always there to be seen! upon further digging after the incident occurred it is obvious this isn’t the cleaners in this hotel first rodeo! On Saturday the 22nd of June, our 2nd day of the holiday we left our room on the 11th floor room 1132 to go for dinner in the hotel @7:32. We were gone approximately 30-35 minutes. In this short space of time the safe in our room was broken into and items were robbed by the cleaner. In our safe, we left an Apple Watch, two sets of AirPods, a purse, €500 cash, our passports and a travel size jewellery box with sentimental jewellery inside, car keys and a Marc Jacob’s bag to carry my bag in. My phone was on the bed side locker charging and My boyfriend had some of his designer tops folded in the room. Luckily for us it was just some of items in the safe that were stolen. The safe was locked and the code used was a code only we would know and the hotel could have never guessed.  We arrived back to our room at 8:00/8:05 and once we opened the door we noticed the curtains to our balcony were closed and we had left them open as we had taken photos before we left. We believe the curtains were closed so no one could see her robbing our stuff. We also noticed these items were placed on either side of our bedside tables by her!! We straightaway thought how weird it was that a cleaner had come into our at that time in the evening and not even clean our room, make our bed or give us new towels. At first glance nothing seemed to be tampered with! I walked over to the safe to grab my jewellery that I wanted to wear, the safe was closed but at this stage it was unlocked and I found it extremely hard to open so I asked Marcus to open and once we opened it our jaws dropped my jewellery box with all my jewellery was stolen alongside with Marcus’s €500 cash. Luckily our passports, my phone, our AirPods, and my Apple Watch were not stolen as these items can be tracked so the cleaner must be a professional thief to know them items could be traceable. Luckily I don’t carry cash myself so my purse was left inside and my card and license were not taken. I transferred all my money from my AIB account to Rev on the off chance my card was cloned. 

We gathered ourselves and went down to reception!with one set of items the cleaner had placed on our bedside locker. Straight away the receptionist had a attitude towards us and made it clear she didn’t believe us as she claimed the cleaner had been working their 25 years and that the cleaners usually go into the room at that hour! (Weird as that hadn’t happened the night before). She proceeded to laugh in our faces and told us there was nothing she could do and that we had to get the police by ourself! She would not give us directions, I had to ask twice for a number for the police and she just carried on as if nothing had happened. 
After this we went to look for the cleaner ourselves and she was nowhere to be found shock! We then walked to the police station up a big hill and when we arrived we were greeted by a police man who claimed he didn’t have good English 🤥 I offered to use google translate to which he replied “ no don’t use that I meet thousands of English everyday I understand”. With every sentence we spoke he claimed we were speaking too fast and we ended up saying one word and pausing for 1-5 seconds before we would say the next. He didn’t seem surprised this had happened and also brought up how people lie for “ insurance claims”. This was very frustrating as why would we lie and waste our second night in the police station… He told us to come back at 10:20 that night for a translator that will assist us with our report! 
Once we were finished we decided to walk back to the hotel and when we went into the lobby there seemed to be more commotion, there was older ladies who had gone out for dinner around the same time as us and when they arrive back to their room all their moneys had been stolen out of all their purses, these ladies were also on the 11th floor. We  explained our situation to them and they were shocked that they were not the only ones. You would think that because this had happened to two people on the same floor and around the same time with a “cleaner “ going around they’d take it seriously but no the receptionist still did not care and rolled her eyes and laughed in my face. They refused to pay for taxi for the older ladies to go up the police station as they had no money due to it all be stolen. Me and one of the older women who was also robbed decided to go around to all the rooms to see if it had happened anyone else on the 11th floor and thankfully for them it hadn’t because that would’ve two obvious and I’m sure the cleaner was banking on the fact we wouldn’t bump into each other. Each and everyone one of us believe it was the cleaner as we were only gone a half a hour and this was an inside job that the receptionists were more than likely fully aware of. We half think we were watched the night before as we had only been gone a half a hour for dinner the night before too! If we are wrong and we were not watched I guess she was just hoping we wouldn’t return and catch her in the act. Once we arrived downstairs again the receptionist once again came out and laughed in our faces, rolled her eyes at me and said we can’t see cameras and there is no manager around for us to speak too! Another young boy had stuff stolen from his room also but we couldn’t find him, he had spoken to the older ladies and told them how the receptionist accused his friends of being the ones to take his items. In that moment, we decided to pack all our stuff and book Sol Tenerife for the night as we didn’t feel safe. We dropped our bags off at Sol Tenerife and took our passports with us. We collected the older ladies in a taxi at CATELONIA Ore Negro and we went to the police station we arrived at 10:33. We got given this number and were told to be seated. We were not called into the room until 11:50 and luckily the police man understood our English really well. There was another couple from a different hotel who also had been robbed but their iPads phones and watches were all left behind so we believe there is some sort of operations going on with each hotel. We explained our situation and what happened and I had to write each item that I had in my jewellery box and estimate how much everything cost. We had to give statements which were typed up and printed out to us in Spanish and I had to sign them all. We were also given a document about our rights in English. He told us we may get a call the next day for people to take fingerprints, we weren’t hopeful to be honest. Once we finished up in the police station we decided to head back to our new hotel for the night as the last thing either of us wanted to do was go to the strip. The next morning after about two hours of sleep we decided to go back and stay the rest of the week as we had already got money and possessions stolen and didn’t want to pay another €1,000 to stay elsewhere. 
Once we arrived back Marcus made it clear to the receptionist that no member of staff was to clean or enter our room again! Obviously we aren’t stupid and are well aware they can just go back in, but luckily we had some of our expensive stuff with us at the time of the robbery but now we’ve had to sadly keep everything in our suitcases and lock our all our bags together that in hopes if she was to try rob us again she’d have to pull 4 suitcases along to get anything. Our holiday has been more or less tainted with what happened no matter how positive we try be we are still on edge and had the worry of if she comes back to take more.  Unfortunately we had no choice but to carry around a big bag with us wherever we go with our passports, money, wallets, Marc Jacobs bag. At around 6:30 Sunday evening there was a knock on our door while we were getting dressed for dinner and I opened it to be greeted with an assistant manager who claimed he’d been doing stuff in regards to the robbery since 9Am that morning, he told us he called to our room a few times but as we had the do not disturb sign on our door he didn’t knock. He explained to us that the police will want stuff off them and they may come and take fingerprints. He apologised and said that the cleaners are not employees of the hotel that they are just contracted in. He never once said the cleaner was not to blame unlike the receptionist. We checked out today the 28th and the receptionist never came to speak us again neither did the police it was a complete waste of time. As well as this incident the food was disgusting and the same every evening.

Realistically we know we aren’t going to get our stuff back, it can be replaced although it’s sentimental and luckily we are okay ourselves, we just wanted to warn everyone to stay away and don’t be like me and bring expensive Jewellery 😅

Don’t Stay, theft from Safe, rude staff! Ruined our holiday

Avoid where possible kicked out of our hotel for no reason assistance manager is poor and shouldn’t be in that role no explanation to why we had been removed. Avoid giving these conartists your money. Police turned up and started attacking us for no reason

Poor review

Very very poor hotel staff, avoid this hotel if you are British!!!
From the moment we checked in, it was obvious they hate the British!!
The assistant manager was abusive & violent towards our party 
The receptionists were rude & bad mannered
We had to leave the hotel & get accommodation elsewhere

Avoid this hotel

Located in Playa de las Américas and only 10 minutes from the beach, this family-friendly complex is situated close to a water park and at less than 2 km from the city centre. The Tenerife Sur airport is at 15 km distance. For those wanting to practice their swing, there is a golf course nearby the hotel. Visitors can also find restaurants and shops in the surrounding area. After enjoying a day on the beach, guests might relax in its luminous rooms, which are designed to welcome both couples and families. When it comes to dining, the hotel has a wonderful buffet restaurant with show cooking. Wide range of activities available for the whole family, daily entertainment program and a recreational area featuring table football, billiards and bowls.

North America

Canada

Escorted Tours

South East Asia

Philippines

Private Tours

Africa

Madagascar

Vietnam

Holidays

Escorted Rail Journeys

Europe

Malta

Namibia

East Asia

Taiwan

Indian Subcontinent

Bhutan

Portugal

All trip types

River Cruises

Botswana

Central Asia

Georgia

Kazakhstan

Tibet

Cambodia

Thailand

Multi-Centres

Latin America

Costa Rica

Mongolia

Middle East

Dubai

Indian Ocean

Maldives

Mauritius

Kenya

Sri Lanka

Australasia

Australia

Cuba

Japan

South Korea

South Africa

Cyprus

France

Indonesia

Kyrgyzstan

Czech Republic

China

Morocco

Tanzania

Peru

Brazil

Albania

Kerala

Chile

Nepal

Escorted Walking Tours

Ethiopia

Algarve

Romania

Jordan

Borneo

Malaysia

Uzbekistan

India

Turkey

Tenerife

Madeira

Lanzarote

Benidorm

Bali

Croatia

New Zealand

Fly Drives

Mexico

Israel

Ecuador

Egypt

Netherlands

Norway

Italy

Spain

Seychelles

Iceland

Austria

Oman

Gozo

United Arab Emirates

Costa del Sol

Greece

Gran Canaria

Caribbean

Antigua

Grenada

Majorca

Saint Lucia

Abu Dhabi

Barbados

Fuerteventura

Opening Times

Mercury Holidays opening times

About Us

Contact us

Online Brochures

Order a FREE Brochure

Terms and Conditions

ABTA & ATOL

How to Book

Holiday Insurance

Airport Extras

Charities we support

Early Holiday Booking

Privacy Policy

More Info

All inclusive holidays are all about keeping things simple and stress-free. Leaving you with the sense of relaxation, knowing everything is covered and there are no extra expenses!

All-Inclusive

Pay no extra for being a solo traveller with our no single supplement special offers!

No Single Supplement & Solo Offers

Stay longer for less, with our stay 14 nights pay for 7 nights holiday deal! This offer is available with a great selection of our hotels

2nd Week Free & 14 Night Offers

Stay 21 nights pay for 14 nights! Choose one of our excellent value long stay holiday offers. Stay longer for less!

Trip Type

Sort by

More Info (view all)

Catalonia Oro Negro