Dream Gran Castillo Resort

There’s so much for the whole family to do here, all in one place, and the staff were incredibly friendly and accommodating. They were especially good about our family’s needs at breakfast and dinner. Luis at the Timamfaya gold level restaurant was fantastic. We had everything we needed and couldn’t fault anything. A top-class family hotel. We’d highly recommend it and will definitely return.

I’ve stayed here three times in the last two years. The hotel is wonderful, with clean, bright rooms that are unusually large. The animation team and children’s activities are where it really stands out. Fanni, Tim, Elias and the rest are brilliant, and the daily activities are fantastic. The nighttime entertainment could use improvement. Food quality is good, though in high season it isn’t always available, so they could replenish it more often.

This was our second visit. We came back because the place was lovely, the staff were so attentive last time, and the food choice had been amazing. I don’t think we’ll return. The reception and room service staff were lovely, and the food was delicious when we could get it, but the meal service was poor. Dishes kept running out without anyone replenishing them. You had to sit and wait, or arrive later and find less choice. The man cooking bacon and eggs scowled at us every morning. He was grumpy and rude, and there was always a queue. Then there were no beans, and with just one toaster it took three tries to get any colour on the bread. We waited ages for drinks and had to find or flag down a waiter. One night I couldn’t find anyone until the meal was nearly over. My grandson got upset twice because he was thirsty. It was upsetting to see him left waiting, and to be scowled at when we asked for empty dishes to be refilled. Last time we were spoiled for choice; this time you had to get there early or take what was left. Running out of food, not replenishing it and making guests chase staff for drinks isn’t acceptable. No one checked whether we were all right or wanted another drink. Food and service matter, and there was a general lack of attention at mealtimes.

The kids club and animation team made our stay really special. Their enthusiasm, energy and care stood out. They didn’t just keep an eye on the children, they made the activities fun and meaningful, and our kids were happy every day. They were still talking about the team after we got home. It gave us real peace of mind to know our children were with such caring, trustworthy people. We could relax and enjoy our holiday more. A heartfelt thank you to the kids club and animation team for giving our family such lovely memories.