Lovely grounds and facilities but the room, F&B and overall service lets it down.

This hotel is billed as a 5* member of the leading hotels of the world brand - it may well have been - once - however it is not the case now. I can see that it has undergone some refurbishments which appear to be mainly in public areas as it certainly wasn’t the case for the room that I stayed in (259). The room was not what I had requested via email, phone and personal visit one week prior and assured I’d get and it ended up being changed three times. A request for a twin bedded room is not an unusual request. Room: I have never walked on such a thin grubby carpet in a 5 * hotel, the voiles required pressing, mini bar contained only soft drinks and beer, no wash clothes were provided until day 4 of our 7 day stay, no personal grooming kit such as toothbrushes for the duration, tile grouting in the bathroom needs renewing, Balcony had a nice view of the pool. TV channels were good. Bed was comfortable. Service: Room service ends at 11pm apparently however I never managed to get an answer when calling to the extent that I had to go downstairs to get a shot from the bar to take back to the room. Room was cleaned to a good standard however on one day in particular, the servicing agent just opened the room door to come in without checking. Food and Beverage: Breakfast was good if not rather chaotic and busy and the egg bar was very nice. Coffee was almost cold to the extent that I had to request hot water to top it up and it also seemed ‘stewed’ - I noticed that coffee jugs were transferred from table to table as guest left. No milk options such as skimmed although I did ask. We ate at the Papagallo Mediterranean restaurant on the second night which was something of a disaster. Tried to reserve a table as advised but they didn’t pick up so called Reception who also tried without success. Eventually, was told that Reception had booked a table. When I arrived at the EMPTY restaurant I was told I didn’t have a reservation- twice- but that I’d be allowed to enter anyway. We decided to eat outside and there were about 5 tables dining so obviously not busy. Food was OK but portions were very small indeed. Ordered a dessert on the advise of the restaurant manager who categorically told me it didn’t contain cream as I was very specific about it as I have an allergy. It was obvious when I got it that it contained cream when it arrived and he was extremely annoyed that I didn’t accept it. I was presented - twice - with other tables bills and when I did get the right bill it contained a charge for expresso, something I’ve never drank in my life however he was adamant that I’d ordered it to the extent I almost expect him to call me a liar. Now I accept that there was a language barrier however it is not something that I’d expect to this level in a hotel billed as a 5* international hotel. Entertainment: I’m just going to say Oh dear! And finally counterfeit goods are openly sold in the clothing shop in the hotel - Zimmerman dresses to be exact - which surprised me. When I asked about them I was told that dresses such as these would cost in excess of a thousand euros and these were only 200 euros but that no one would be able to tell. All I can say is ?! I was expecting so much more than this for what is billed as Tenerife’s finest hotel. Whilst the grounds, public areas and facilities are very good all of this is let down by the substandard service and rooms. I’d rate it as a 4* for this reason.