Panoramica Heights

The pool bar staff were lovely, and the food and drinks there were great. Unfortunately, the rest of our stay in this Costa Adeje hotel was very disappointing. Reception staff were unhelpful and often rude, housekeeping was poor, and management did nothing to put things right. On our second night, a Sunday, the room wasn’t cleaned, which we understood. But we had no clean towels to shower with. Reception said we would have to pay for pool towels, then told us none were available and advised us to reuse dirty, wet ones. The next morning the room still hadn’t been properly cleaned. They emptied the bin and left a few towels, but during our stay the beds were made only twice. On several days we had no fresh towels and had to go to reception just to shower. The key card kept failing, even when we followed the advice not to keep it near our phones. Every time we returned to the room it stopped working. Once we were locked out without shoes on and called reception to ask if someone could bring a key. The staff member spoke rudely, told us to come down ourselves, then hung up while we were still talking. The room door was broken too, adding to the trouble. One morning a cleaner came in while we were asleep, shouted at us and said she wouldn’t clean because the room was messy. We were later told we should have put out a “do not disturb” sign, though we hadn’t been given one at the start of our stay. The cleaner later threw it on the floor to show us. Even without the sign, she should have shown basic respect when we were clearly sleeping. We raised all of this with reception and the manager during the stay, but nothing was done. After we got home, I emailed a formal complaint and received no response. The lack of basic amenities, repeated key problems, rude treatment, poor cleaning and management’s inaction ruined our holiday. Based on this experience, I wouldn’t recommend the hotel.

I really liked this hotel and would happily come back. It’s beautiful, laid out well and has a welcoming feel. Our apartment was spotless and fully equipped, so we were comfortable throughout. The cleaning team work tirelessly every day, and it shows. Staff from reception to the pool bar were fantastic, friendly, helpful and easy to approach. The pool bar had a lovely atmosphere and attentive service. One night with a group of teenagers was uncomfortable, upsetting and very embarrassing at the time. I think this could be avoided by putting school or teen groups in one area, or having supervision along each row. That’s meant as constructive feedback and doesn’t take away from what was otherwise an excellent hotel. A shuttle running up and down the hill would be a useful extra, even just morning, afternoon and evening. I’d happily pay for it, as taxis add up over a stay. The staff deserve a lot of credit. A lovely place, and I’d recommend it without hesitation.

Getting back up the steep hill after the 30-minute walk down to Costa Adeje was brutal, and it’s a shame there aren’t any local bars or restaurants nearby. Still, we really enjoyed the hotel. Our one-bedroom apartment was very spacious and had amazing views towards Las Americas, Costa Adeje and the Del Duque area. There’s a nice heated pool and sundeck, plus a gaming room, pool bar and cafeteria with reasonable prices. The staff were friendly and helpful, and the onsite Superdino shop was handy. There’s also a gymnasium, hairdressers and a fight club.

The bar staff were nice and helpful, but we had a terrible time with the rest of the hotel. Reception offered no help, cleaners left the room dirty and didn’t leave towels, and one came in while we were all asleep and started shouting at us. The key cards never worked properly, so every time we went out we had to walk up and down to get a new key. Staff told us we had to pay for towels, which is insane at a hotel, and they shouted whenever we complained. The fridge was very noisy, the vent didn’t work, and the balcony door and windows wouldn’t shut. We were worried about leaving our things in the room.