Dear No1monkee
Thank you for taking the time to write such a detailed review after your recent stay at the Best Jacaranda. We are terribly sorry that your stay at our hotel was not up to your expectations.
We appreciate your compliments to our hotel and the cleanliness of our premises, and most importantly to our friendly and hardworking staff. We are also happy that you liked the room you were allocated.
We are, however, disappointed to know you were not satisfied with the premium package, even if we gave you all the information about the package prior to your arrival. What a pity that you did not mention it during your stay as we would have been happy to cancel it and refund you the money you had paid for it.
We would like to clarify that the 2 bottles of water and the 2 soft drinks you found in the minibar is a complimentary welcome package for all our guests. That's not part of the premium package. We want to apologize if the maid forgot to change the cups. It would have been great if you had informed us as we could have reminded the maid to do it.
We have forwarded your comments regarding the photographers to the relevant management and we will take the appropriate measures so that this does not happen again.
With regard to the night entertainment we would like to bring to your knowledge that the show can't start until the restaurant is closed at 9:30pm. Otherwise most of our guests would miss it.
We are surprised to read the food is repetitive. We offer between 70 and 100 different meal options every day and we have different themed dinners every evening. We don't understand why you only had one drink with your dinner. You were all inclusive and you could have asked for as many drinks as you wanted. You just had to ask your waiter and the drinks would have been brought to your table.
It is not true that there is no room around the pools. The size of our pool area is about 10.000 sq metres and, even if it is true that some guests reserve sunbeds early in the morning, we have more than enough sunbeds for all our guests.
With regard to the incident with the lift, we would like to point out that our staff is not allowed to manipulate the lifts machinery, so we have to call the OTIS official technical service to fix them. Last Monday we called the OTIS technical service as soon as we knew one of the lifts in block F (there are two of them) was not working. When the OTIS technician came to the hotel he realized there was a problem with the other lift as well so he decided to stop it for safety reasons, so both lifts were out of service while the technician was fixing them (between 7:30pm and 11:00pm). Instead of calling the reception to inform us that your husband was stranded in your room and he could not go to the restaurant, you started sending messages to our Facebook page, first asking if we had room service (which we don't have) and then complaining that the lift was not working and that you would not be able to bring your luggage down the next day if the lifts were not working. The purpose of our Facebook page is not to solve urgent issues as there is not someone reading the messages 24 hours a day and this is why we could not address this issue in a timely manner. We have a 24 hour reception and a Public Relations department for that. If you had asked our reception, public relations or even the restaurant staff if you could bring some food to the room, we would have said yes, as we have done many times in the past, but you never asked. You could have also used the staff lift, which happens to be right next to your room. You then phoned Thomas Cook in the UK asking for help and they called us and asked us if we could show you how to come from your room to the reception. We tried to call your room several times but your phone was disconnected. We then sent you a message through our Facebook page offering you the possibility to use any of the staff lifts and also the help of our bellboy, who was available until 7:00am the next morning, but you refused our assistance.
We hope that, after all, you enjoyed your stay in Tenerife.
Best regards,
The Management.