Mare Nostrum Resort

After the hotel's response, I want to clarify a few things. Were you there in person during our stay? The staff member who brought our luggage clearly said smoking on the terrace was allowed. There was nothing in the room or elsewhere in the hotel saying that this applied only to first-floor rooms. I asked for a late check-out from the start and repeatedly told you, by email and in person, that someone in our family was ill. The manager told us the only option was to pay for an extra night, check out at 12:00, and then get the room back at 14:00, even though our airport departure was at 16:00. It's concerning that, despite saying the hotel was full, a solution suddenly became possible if we paid. In the end, we were advised not to pay and to leave our bags in storage. Our family, including sick children, had to lie down in the sports bar area, something your security cameras can verify. There was also a lack of consistency around the pool. The animation team organized water polo for children in the main pool, so from a guest's perspective, letting them keep playing with a small ball in that same area seemed reasonable. The rules came across as unclear and inconsistent. It would be worth reviewing your internal communication and policies to avoid similar situations for future guests. Our family booked one family room and two standard rooms for a week, and the stay was extremely disappointing. On several occasions, we found cutlery and plates that hadn't been cleaned properly. The food quality and variety were well below what we expected. Five of the eight people in our group became ill and vomited during the week, which is alarming and raises serious food safety concerns. The pool rules, including the ban on children playing with a ball, felt unnecessarily strict for a family-friendly hotel and took away from the children's enjoyment. The rooms also had very poor soundproofing, so noise carried easily and made it hard to rest. The worst part was the lack of customer care. We requested late check-out several times in advance. We understood it wasn't guaranteed, but on our last day our young daughter became very unwell and was vomiting repeatedly. The hotel offered no late check-out or other solution. They wouldn't even let us extend one of our three rooms by a few hours, although we explicitly offered to pay. Being fully booked doesn't excuse what felt like no empathy or basic care for guests, especially when a child is sick. This seriously affected our stay and makes us question the hotel's overall standard.

The pool area was a highlight, relaxing and well maintained. The hotel was really nice, service was good throughout, and we had a very enjoyable stay.

The resort is gorgeous, with beautiful interiors and plenty of places to relax. Our airy, spacious rooms were clean, had great views, and were tidied every day. Towels were changed daily when needed. The restaurant was airy too, with an all-inclusive buffet and buffet breakfast, plus two other restaurants in mediterranean palace. There are lots of activities, an outdoor entertainment area, a pool bar and an evening bar. The animation team work tirelessly to keep people entertained. Facilities include a spa, gym, shop, kids' splash park and pool, and pool towels. There's also a kids' zone with gaming machines. Toilets are plentiful and exceptionally clean. I counted at least eight lifts, and we never had to queue or wait. Smoking/raping areas are away from the sunbathing areas. You can access the Cleopatra and go straight to the beach. The location wasn't to our taste. Apparently it has deteriorated in recent years, though that's not the hotel's fault, but we wouldn't return for that reason.

We felt very well looked after at the Mediterranean Palace Hotel in Tenerife, from arrival right through to departure. Carmen at reception welcomed us warmly, explained the hotel clearly, and was kind, professional, and very helpful. Her suggestion to book several lunches in advance at the hotel restaurant was especially useful. It got us a reduced price instead of paying separately each time, saving time and money. Lunch service was great, and the head chef was friendly and accommodating. When he learned we were travelling with our 1-year-old baby, he offered to make special meals, salt-free and blended just as we needed. That personal care stood out. We were also very happy with the food at Restaurant Pier. There was a great range, including lots of seafood, chicken with mango sauce, and plenty of other tasty dishes. Everything was fresh, well prepared, and full of flavor. A wonderful stay, with warm hospitality and excellent food.