Rated 2 out of 5 by goldman20 This is no longer a Sheraton Hotel as I know them!
In the last year this has gone from a Sheraton Hotel that supplemented its income with package tour guests to package tour hotel that masquerades as a Sheraton. The hotel has completely lost the Sheraton ethic and recognition that I have come to expect from a Starwood Hotel. I am certain that if you are a person who enjoys package holidays this will be a perfectly acceptable hotel. If,like me, you are an SPG member and have come to expect more from Starwood Hotels you would be far better off going to the Sheraton Hotels in Gran Canaria or Tenerife where your custom will be much more appreciated.
June 17, 2014
Rated 5 out of 5 by goldman20 Great Family Hotel
We returned to this hotel after a two and a half year break and the improvement is fantastic. Check in was easy and our room had had a superb sea view over the wonderful sandy beach.
Breakfast is a feast. I defy anyone to leave the buffet hungry! We did not eat dinner in the hotel as thre are too many great eating places in the area.However, I believe the hotels half board option at 20 euro per night does represent good value but you have to book it for the whole of your stay.
There are 3 outdoor pools (2 heated and 1 definately not!) plus a very nice looking childrens pool. Kids seem to be well catered for with a club and play area plus regular activities. The staff are all excellent with children.
There is a very nice Spa and a very well equiped gym, if you are into pain on holiday! It was also nice to see evening entertainment in the main bar, however, I think it is a shame that the Pub bar still does not seem to be open. I think that if it were, and served bar snacks, it would give a useful eating in option. It could also serve as an area for watching sport and therefor remove the one TV from the main bar which would improve the atmosphere.
overall we had a great holiday and it will not be as long before we come back again.
May 10, 2013
Rated 1 out of 5 by Annonymous Not a good experience
Arrival/front of house
The arrival was nice we had been greeted by a porter who took our luggage but no escort we had to find our own way to check-in. Once at check in we were offered a glass of champagne which was a nice treat (they must not get many platinum members in this part of the world). The host at front of house was very attentive and talkative which was nice - as it showed he was genuine.
We checked in at 12pm and our room was not ready so we went downstairs for lunch we didn't mind as we were hungry (more about the restaurant later). After we returned from lunch our room was not ready still it was 2pm (check in is at 3pm). Now I understand the 3pm check in, but two things here. The hotel knew our arrival time based on the reservations and secondly the hotel was barely at most 50% occupancy. So the question here was why was our room not ready? I can only put it down to staff shortages as a result of cut in payroll cost.
We were escorted to our room at 2:50pm
As platinum members we had been upgraded to a suite which was nice although it was one room, outside deck was nice. Bed was a traditional sheraton bed and very nice and comfortable, just as you would expect from a Sheraton. Bathroom was ok but a bit dark, surprising we had a wonderful walk in closet which was a great surprise (as it was unexpected).
Mini bar - very limited and no complimentary water bottles, although I think was an oversight it shouldn't have happened and we had to call to ask for it. Which was delivered on a timely manner.
In room entertainments
No in room entertainment - everything is Spanish accept for the BBC News and CNN, I don't think I have watched so much news in my life. When you have a huge amount of guests that are English speaking you must have some kind of English channels at least and if not an"on demand" feature whereby guests can order movies - missed opportunity to generate another revenue here. It's a good think I had bought my laptop and iPad I like to watch some kind of TV to help me sleep.
Food & Beverage
On our first night we were very tired so we decided to get changed for our first night and try out the Buffett. We were shocked when we were told that we could not dine in the Buffett restaurant as we were wearing shorts (for the record it was evening smart shorts and a shirt). We couldn't believe it I would understand if you had a dress code policy in a fine dinning restaurant or al-a carte but for a Buffett. The purpose behind an F&B Buffett proposition is to provide a relaxed, stress free dining experience for guests, it's also perfect for those with families and those who want a quick bite to eat.
When you book a holiday especially on a beach resort this is extremely important.
So when the restaurant host informed us, we asked if we could go elsewhere and he informed us of a Japanese and Chinese restaurant on the resort so we walked toward it only to find out it was closed. I'm not sure why he directed us to the Chinese/Japanese restaurant when he knew full well it was closed.
As it was our first night and being unfamiliar with the neighbourhood we disappointedly went back to the room to order room service.
The room service menu was not great and had all the foods we didn't want to eat but being tired we wanted to just eat and go to bed (tomorrow was another day). When the order arrived it was incorrect as an item were missing. They sent the missed item within 10mins to the room and it was still incorrect so we left it and went to bed, hungry.
We hoped that the holiday will get better.
Breakfast was nice - not great but it was nice.
Lunch Buffett - (you can wear shorts at lunchtime) average. Your at a grave disadvantage if you don't eat pork/bacon my partner mind you loved the lunch Buffett as he loved the huge variety of bacon, chorizo and hams.
The poolside is not bad , not modern but it's large and it's designed well. Three separate sections, children's section and then you have two adults sections.
My disappointment was that you have no poolside service so I found my self waiting for 30mins for someone to come up to me to ask me if I wanted a drink. No one did when I walked up to the bar was told they don't do poolside service. So I ordered my drink and walked off.
Another service which lacked by this hotel and fell short of a Sheraton hotel. The worse thing is the bar attendance and service hosts stood around doing nothing while the bar was empty but did not have the courtesy to walk around and ask if guests wanted a drink, another missed opportunity to up sell guests with great cocktails.
In addition I noticed 2 women who were topless ( I found it offensive - especially in light of the fact that I was told I could not wear shorts for dinner at a Buffett") with kids running around and all it was just in appropriate.
Wifi - service is sporadic in some parts of the hotel it works and in some parts Of the hotel it's almost non-existent. Not more to say on that.
Our experience is another example of how ones experience can truly damage the brand reputation. The Sheraton is a fantastic brand as are most of the Starwood brands which is why my partner and I are dedicated to Starwood. But bad management of a hotel can have a huge and detrimental impact on the guest experience and the employees who work for the brand. What the management of this particular hotel failed to understand is "people". This is key, they failed to follow the guest journey and the various touch points a guest experiences and deliver the guest experience by ensuring that the employee journey delivers on this, through training and multi-skilling and radical hosting, with the view of delivering beyond expectation.
This particular hotel may have been five star but we can all agree it wasn't five star luxury and it's also was not accessible luxury. It caters for a leisure market, nevertheless when your a seasoned traveller like we are sometimes you accidentally cross the very fine lines from accessible and luxury into leisure and you immediately notice the difference in service level - the property was visually nice. I hope management can up skill staff and recognise the emotion behind the guest, the tangible is the easy part of running a five star hotel it's the magic which is the difficult part.
Since we wrote this review the manager Tonya Traechiolla called after us waiting on several occasion for her to call only to find out that she was just as un-attentive, and not apologetic and very unreasonable and very insulting.
June 29, 2014
Rated 5 out of 5 by fraser72 Wonderful
Stayed at this hotel with my wife & 3 years old son. The room was fantastic, spacious & well equipped with a view of the sea. The breakfast, lunch & dinner choices were very good as we all found something to eat each time. The pool area was well maintained with plenty of sunbeds, the kids pool was great. Would definitely come back here again
June 25, 2014
Rated 4 out of 5 by JohnDUK This Hotel-Good & Bad Points
The hotel is ideally situated only a 10 minute drive from the airport, facilities are good, would definitely return, however some of the hot food in the restaurant was cold and there was a lot of the mosaic tiles missing from various areas within the different swimming pools to the point it was dangerous
June 25, 2014
Rated 5 out of 5 by Neuchatel Again, fantastic!
Just to say that our recent stay, for the second consecutive year, has been been equally enjoyable. Upon arrival and as SPG gold members, we were upgraded to a lovely Junior Suite and we were offered free breakfast and WIFI. Lovely staff and great service. Breakfast is great; good food and a big variety. We received an invitation for the spa which we enjoyed very much. We had read some comments a bit dubious about the spa, but do not seem accurate. Perhaps, what could be interesting it is adding another bike in the gym since there is enough room. The children's program and the guys who run it are great and very professional. The mini disco is a big success.The location, the views, the pools are very nice and everything is kept clean. In short, very happy.
April 14, 2014
Rated 3 out of 5 by hogie2014 June3rd - June 12th 2014
I would like to highlight the mess when checking in, after we had informed the hotel that we were arriving at 12pm, we received room keys after 3, and i foind the woman at reception very unhelpful and she seemed quite none too pleased as i using my points to stay as SPG platiumun and in fact made it out that she was doing me a favour, i ddnt bother to mention i have stayed over 100 nights in the last 9 months and givien quite a lot of busniess to SPG.Other than that most of the staff were fine, but this got the trip off to a bad start. Finally there is nothing to do in the evening in the hotel, the piano bar is empty every night and the someplace else pub never opened.
June 13, 2014
Rated 5 out of 5 by wernerat Extraordinary friendly staff
As Platinum members we were upgraded to Executive Suite. The staff at the reception desk was absolutely friendly, competent and always had a smile.
Beds are perfect for a good nights sleep.
We had dinner in all three restaurants. The main restaurant buffet dinner (Spanish buffet) was great and service was very good. The two other restaurants did not convince me. There are better deals in the nearby village. The breakfast is perfect.
The two Golf Courses nearby are in easy distance and shuttle service is provided. Both courses offer nice views to the sea and we liked to play them both.
The pool and beach area was very clean and not very crowded.
Next time in Fuerteventura we will be staying again in the Sheraton - for sure
February 26, 2013