Not a 5 star, poor service by management and housekeeping
This hotel is exceptionally poor, not a total failure but not a 5 star. We stayed for just over 5.5 days and were disappointed by the service repeatedly. Only 2 restaurants on-site available as the one on the basement is closed for the season - no advance notice. One more is a drive away and you get 30 euros towards it if doing half board. Our phone was broken in our room and no one fixed it, we gave up in the end. We also had very inconsistent cleaning in the room and while we flagged this, it was never retified.
Hotel Botánico
Dear "csc315", Thank you for sharing your feedback. For accuracy, we would like to clarify several points for future travellers. Regarding dining, some of our restaurants operate seasonally, which we publish every year on our website, and one additional dining option is located off-site with a half-board credit arrangement, wich is also not 30€ as mentioned. We regret if this was not sufficiently clear before arrival. We also do not agree with the impression that no action was taken by the hotel. During the stay, service-recovery gestures were offered, including complimentary Loro Parque tickets for two guests and a special dinner arrangement at The Oriental, with flowers and welcome drinks. Moreover, we have to point out that several issues were informed only the day before departure, which left us little-to no time to take action. Your comments regarding housekeeping and the room telephone have been reviewed with the relevant departments. Operational issues of this nature are taken seriously, but we do not believe they reflect the usual standard of service delivered by Hotel Botánico. We regret that your final impression was negative. However, we do not agree with several of the conclusions presented in your review, and we believe it is important to place the hotel’s position on record. Kind regards, Hotel Botánico & The Oriental Spa Garden