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Club El Marques Complaints and Reviews
Reservation made for an adult and two teenagers in one bedroom apartment
When we arrived we found that we had been assigned a room, because it has no other name, apartment at ground level without balcony or terrace, where the only light that entered was the door, much smaller and nothing to do with the Photos.
When going to reception they do not give us another option or paying more … it is that or that there is no other possibility of changing the next morning. Before my complaint the receptionist calls the manager and the first thing he asks is if we are Spanish, and that is what we had and if not we wanted to charge me the first night and goodbye very good (you could hear everything he said).
And so they did, they charged us one night almost with a smile.
Beware of booking on this site, because I do not doubt that they have good apartments but also zulos. Very bad experience
We arrived on the 25/06/18 My husband, my 95 year old mum and myself for a 6 day holiday before my husband had to go back to work. We live in Gran Canaria.
We were given a two bedroom apartment on a high floor, we had to walk to the back of the complex, go up a very large ramp, do two different lifts and eventually, we got to our apartment, which looked fine but we were exhausted and it was so ridiculous for my mum.
We had emailed several times in advance to doublé check the property would be ok for us, with my mum’s mobility issues etc.
My husband went to reception and explained and we were given an apartment, it was at the bottom of the road, at the back of the complex, you had to go upstairs, down a small hill or more stairs and there was the new apartment. It smelt very musty, it had a fridge that was wonky, but the view was amazing.
We went back to reception and spoke to the male receptionist who was very rude and wouldn’t listen. I asked him if we stayed for one night, I would like the rest of my money back and then we could move to somewhere more suitable.
He said he would let us know the next day.
The next day we were told that we had to pay for however many nights we stayed plus pay for an extra night!
After two days we left after finding accommodation at a different resort called Santa Barbara Golf and Ocean Club in Golf del Sur.
Wonderful and fabulous service from start to finish.
Please also be aware of reception, the pool and restaurant at Ona El Marques is across the road. there is no lift down to the pool, and only stairs!
Very dissapointed from start to finish
We booked here for 21 nights based on reviews and pictures.
We requested sea view with balcony or terrace apartment, and we notified our request was noted.
On arrival, we were brought to what was the smallest apartment I have ever seen in our many visits to Tenerife.
It was situated in a corridor with a step in the front door. No balcony, small bedroom window, Bedsit size kitchen and tiny bathroom.
Our baggage filled the room.
We point blankly refused to stay in it and were told to have a drink and we would be given another apartment. 30mins later we were taken to a duplex apt. with bedroom and bathroom down 14steps from tiny kitchen and settee which along with Tv filled the remaining floor area. There was a small balcony overlooking the road with rubbish bins and recycling bins opposite.
The apt was well equipped and modern but we were informed we could stay for 10 nights and then return to the first mentioned apt. NO CHOICE AS TIME SHARERS HAVE TAKEN ALL OTHER APTS.
The complex is close to Lidl and bus stops. Parking seemed to be an issue as I watched people curb crawling hoping someone would leave.
In conclusion, this is a TIMESHARE COMPLEX and paying guests are 2nd class guests.
We booked out after 4 nights and suffered the expense of cancelling our booking.
I have been coming off and on to this resort for over 10 years...
I have been coming off and on to this resort for over 10 years and own a place here so it is with great regret that I am writing this (my review last year was so different). We came for a 2-week holiday. We know the resort is a bit reserved but this year considering we came in the children’s half term it was made quite clear that children where not welcome at the pool and it is not just me saying this but when we spoke to 4 other families and they all said the same thing, and after the notice that the new resort manager put up all around the pool (I HAVE ATTACHED A COPY) which made my wife cry and caused a horrible atmosphere around the pool. We decided to go to a pool in Los Gigantes called the Oasis which was recommended to us by one of the other family’s we spoke to and it has an infinity pool overlooking the see also a slide and a children’s pool with a play area in it. We spent our second week at this pool and it was brilliant with a very friendly atmosphere.
We also went to the BBQ evening at El Marques and it was the worst meal we had in 2 weeks It’s a shame because the refurb looks great, there are loads of lovely restaurants all around and I would suggest you use them.
It is such a shame I am writing this as the apartments are great and now they are getting refurbished they are even better.
I go on holiday to have fun with my children and think there is nothing better than seeing children enjoying themselves and if people think that is wrong then maybe they should not go away in the children’s holidays and not go to a family resort.
WE LOVE TENERIFE AS IT IS ALWAYS BEEN SO FAMILY FRIENDLY AND IT’S A SHAME EL MARQUES HAS CHANGED.
Such a shame this lovely resort is being ruined
We have been coming here for thirteen years and loved it until this year. All rules have gone out the window, noise from holidaymakers late at night that would have been moved on by the night guard before. Rooms not as well kept and parking restrictions for buses dropping arrivals off or picking people up to go home ignored. Lots of early morning noise too. So disappointed to see a lovely resort ruined.