AluaSoul Orotava Valley - Adults Only

Paid for upgrade to sea view room and got mountain view room. Talked with the reception that promised to help us. Eventually no one helped us and no one talked with us. Refused to give us the money paid for upgrade to sea view. No one helped us and no one returned to us. We will never return to this hotel.

I was really looking forward to my stay, but unfortunately, my experience at the front desk left a bad impression. When I asked the male receptionist for directions to the parking area (which was included in our booking), he was noticeably cold and dismissive. Instead of simply helping, he made a point of ridiculing me together with his other male colleague for not using my phone instead, which felt unnecessary and rude. What made it worse was seeing how friendly and accommodating he was to other guests. It was hard not to feel like I was being treated differently as an Asian woman. I can’t say for certain what his intentions were, but the difference in how I was spoken to compared to others was upsetting and made me feel unwelcome. I really hope the hotel takes this kind of feedback seriously. A little kindness and respect go a long way, and no guest should feel uncomfortable simply for asking a question. I’d love to see better training in place to ensure every guest is treated with the same level of courtesy.