Paloma Beach Apartments — Hotel in Arona

I have stayed in this hotel a few times now and have never had any issues, however on this occasion I encountered some confusion with my booking. I booked 5 nights, but was informed on the 4th night that I had only booked 4 nights. On the evening of my 4th night I went down to reception to discuss the situation (as I noticed a leaflet under my door advising my checkin was for the following morning). Unfortunately the lady who works on the desk in the evenings doesn't speak any English, and has no knowledge of the booking process, and so when I popped dwn to receipt discuss the situation I was surprised no one at all was available to help me. This is a major flaw and potential issue as there should always be someone on reception (out of hours) who understands the booking process in case of an emergency. If someone turned up at the hotel in the evening who had a disability or had access needs and, for example had mistakenly booked the wrong room there would be no one available to help until the following morning, all the lady advises is that any guest who has issues should come back to reception the next day at 10am. This is really risky as some situations can't wait all night. I was staying in the hotel alone and so felt very anxious. As the lady on reception cant speak any English all I could do was send an email and frustratingly then wait until the next morning to find out if my room would even be available for me to have for an extra night. |Considering I have stayed at the hotel more than once I felt disappointed that the hotel staff didn't do more to try and help me, as it was an obvious unfortunate error. I was simply advised the extra night would cost me £84 (approx) but I didn't get the impression there was any attempt to try, as a gesture of goodwill, to help me. You really need to offer a better service for issues that arise out of hours. The lady on reception at the very least should understand the booking system. |I work at the BBC and deal with complaints regularly, and so appreciate the need to try and see situations from the customers point of view.|Aside from this issue with the booking the apartment was nice and spacious, just a shame the situation with the booking marred...

I have stayed in this hotel a few times now and have never had any issues, however on this occasion I encountered some confusion with my booking. I booked 5 nights, but was informed on the 4th night that I had only booked 4 nights. On the evening of my 4th night I went down to reception to discuss the situation (as I noticed a leaflet under my door advising my checkin was for the following morning). Unfortunately the lady who works on the desk in the evenings doesn't speak any English, and has no knowledge of the booking process, and so when I popped dwn to receipt discuss the situation I was surprised no one at all was available to help me. This is a major flaw and potential issue as there should always be someone on reception (out of hours) who understands the booking process in case of an emergency. If someone turned up at the hotel in the evening who had a disability or had access needs and, for example had mistakenly booked the wrong room there would be no one available to help until the following morning, all the lady advises is that any guest who has issues should come back to reception the next day at 10am. This is really risky as some situations can't wait all night. I was staying in the hotel alone and so felt very anxious. As the lady on reception cant speak any English all I could do was send an email and frustratingly then wait until the next morning to find out if my room would even be available for me to have for an extra night. Considering I have stayed at the hotel more than once I felt disappointed that the hotel staff didn't do more to try and help me, as it was an obvious unfortunate error. I was simply advised the extra night would cost me £84 (approx) but I didn't get the impression there was any attempt to try, as a gesture of goodwill, to help me. You really need to offer a better service for issues that arise out of hours. The lady on reception at the very least should understand the booking system. I work at the BBC and deal with complaints regularly, and so appreciate the need to try and see situations from the customers point of view. Aside from this issue with the booking the apartment was nice and spacious, just a shame the situation with the booking marred...

We booked these apartments via Hotels.com and had a good rate as opposed to a package holiday.||We had 4 nights at the hotel, there had been some negative comments previously but we always look through rather than taking bad reviews at face value.|Our apartment 1-59 was absolutely spotless and was very modern. Had a large TV with British channels and a DVD player and Smart functions. |The kitchen was well stocked with all equipment including hob, oven, microwave, fridge freezer and kettle. ||Towels were changed once during the stay which was ample. ||There was a safe but you had to pay so we didn't bother as all shutters locked and there were gates on the doors and windows. |The bedroom was a great size with air conditioning (don't think all rooms have this though so need to check) The bed was super comfy with memory foam pillows. There were plenty of hangers and storage too. ||The facilities included a decent sized pool which appeared to be temperature controlled with a hot tub. One of the negative reviews we read was that of having to pay €2 for a sunbed. We thought this worked well as you couldn't get the beds until 10am and stopped the typical selfish hogging the beds. The also hired parasols for €2 and there were a few Cabanas for €15 a day. The onsite bar/restaurant was independently owned and was reasonably priced , we had breakfast twice which was reasonably good and a pizza 🍕 which was probably the worst id tasted. There was a good selection of drinks reasonably priced they also showed Sky sports. The place closes at 7pm however there were several bars outside the apartments open until late. There were a lot of bad reviews about how strict the apartments were on noise. We had the opposite where people were coming back late at night and making noise. We were also awoken by a dog continually barking from one of the residential apartments early in the morning. Overall a great place to stay OUTSIDE of the main area of Los...