Guia de Isora, Gran Melia Palacio de Isora

the very worst holiday i have EVER gone on in over 40 years of travelling - i have emailled Thomson to tell them of this (read Trip Advisor now as everyone is saying the same) and Thomson have told me - tough! no rep to meet you at the airport (5* rating service?), a bashed up old bus that dropped us off and then a long wait at reception. no room for us for 2 hours so went back and was then told international check in time is 4pm - yet other customers had their rooms! first room pure filth - trees so far grown into the balcony it was pitch black - suitcases, coffee cups, unmade beds and dirt from last occupants that had not been cleared! went to 2nd room and the smell of the sewers was so bad we refused that too! did not get our proper room until 4pm the next day! service and manners with staff an absolute disgrace. water features that spurted out so far the marble flooring was always flooded with yellow markers to say BEWARE! only 3 restaurants open and each morning having to get up very early to book a table which you could only do via computer in the reception. a self service cafeteria which was just disgusting - food all over the floor - tables unclean - plates and cups left. we had to keep asking the staff to refill the self-service food area as most of the time there was no one around so by the time you got back to your table it was stone cold. could not get a drink of water 'til 10am (we were fully inclusive) as bar was not open - had to not only wear a naff wristband all week but had to sign for every drink we had which on a/i should NOT have been such! poolside service didn't bother so we all went to the bar ourselves and what Thomson don't tell you is the huge poolside beds they show are 50 euros a day to hire - the staff got very abusive if you sat on them and hadn't paid. Thomson call it Sensatori but it is actually the Gran Melia - we spoke to Gran Melia staff who told us had we booked direct we would have been upgraded to the Red level - own pool, restaurant, clarins toiletries every day. our room was so dark we could not see ourselves in the mirror - they encourage you to put an energy saver ticket on your door each day - no cleaning of towels or making of beds and you get 20 euros a day refunded - how very naff - this is NOT a 5* hotel at all - it has 5* marble but the staff 2* and the food, atmosphere and general attitude of the place a 1* - shame on you Thomson - get your facts straight and go there yourselves to see!

We would like to say that the hotel had terrible service, poor quality rooms, noisy, dirty and not to be recommended for anyone. The reason for this is that we want to keep the hotel a secret so we can enjoy the excellent service, high quality rooms and peaceful pampering for ourselves only. It was a wonderful experience and we will be back for sure. The highlights of the holiday were a nightly jacuzzi on our balcony, prepared for us by our butler, the aromatherapy massage in the Spa and the Bali bed. The views from our room were stunning, watching the sun go down over La Gomera.