Salobre Hotel Resort & Serenity

I am never normally one to leave a review however I feel completely let down and my faith in Salobre being a great resort has vanished. We visited in January 2024 as a couple and had a great experience, so much so that we decided this is the only hotel we wish to visit on a return trip to Gran Canaria. I am disappointed to say we have regretted this decision fully. We experienced several problem during our stay and reported them to the reception staff in a friendly and polite manner. Our problems were as follows: -Noise in the hotel from construction sites surrounding the resort daily -Noise within the hotel from repair works being carried out which we were assured were only for 1 day however this was almost everyday. The noise was extremely loud drilling, banging with hammers or other tools and was lasting for hours on end daily in the rooms next to us or above. -Towel cards were taken from the room by cleaners and only after being directly approached were returned -TV remote taken from the room, again we believe by cleaners -Iron broken and leaking water -Shower not working, would not stay hot -Food options poor and general cleanliness and hygiene standards of the restaurant poor. Plates covered in insects, not just 1 or 2 but many many insects small & large. The food options for dinner did not generally follow the specific themes of the evening and you could not pair items together for example plain rice with no sauce to pair. -Walkway lights turned off at night and in pitch black darkness -Broken glass on the 6th level floor for several days without being cleaned. Serious health and safety standard As previously mentioned we reported some of these issues to the reception staff and were told they would sort it out. The only resolution we were offered was a complimentary bed on the 11th floor pool. This was not a fitting resolution as we actually did not want to spend anymore time at the hotel and spent our time and money leaving the resort daily by taxi to escape from the misery this trip cost us. I do not believe the staff had any intention of taking the feedback from us seriously as we also witnessed several other guests with problems and make an attempt to report them but everyone was greeted with the same mannerisms that included telling us to speak quietly? I understand you do not want a guests experience to have an effect on the other hotel guests however it is disrespectful and dismissive. On checkout we were asked about our stay and I again repeated the issues we experienced to be told “oh we are sorry” and then charged fully for food/drinks we ordered during our stay. I wanted to log a formal complaint regarding our experience but we were dismissed once again. Looking at other reviews left by guests I know that no accountability will be taken for this by the hotel staff and the guest experience manager will ask us if we “believe in 2nd chances?” We have been fully let down by this experience and will not be returning

This holiday is by far my favourite I’ve ever been on. The facilities are so lovely, the staff are super friendly and it’s such a relaxing vibe. We stayed for 8 nights but I wish me stayed for a lot longer! We went for a delux room with golf view and it was stunning!! The hotel is on the hills so it can be confusing to get around but after a few days you get the hang of it. The pools were lovely, especially the adults only sunset pool and the secret one! The food was delicious and as someone one who needs gluten free, I didn’t ever need to worry. All food was labelled which dietary requirements and even had them on if there were any traces. The staff were super helpful and accommodating and offered me gluten free options, like crepes, bread, pasta, pizza and GF desserts. They were some of the best gluten free foods I’ve ever had! I’d like to thank Ester, Yarina and the Chefs especially for being so helpful regarding my requirements. They made the whole food experience a lot less daunting and a lot more enjoyable! Gluten free food photos are attached! We also took advantage of the spa facilities which were superb and we played golf too! Both very fun! The hotel is located up in the mountains which offers stunning views! There is a free bus that takes you down to maspolomas, but doesn’t go past 6pm. I would highly recommend this hotel to anyway that wants to get away to relax. My only downsides was the nearest shop is a 2mile round trip walk and the entertainment is just a singer. The singers were amazing, but something additional would be good to mix things up. This being said, these are only very minor things and doesn’t change my view on returning or recommending it to anyone!!