FERGUS Puerto de la Cruz

We've just stayed at FERGUS Puerto de la Cruz in Tenerife. Overall, the hotel has some positives, but there are quite a few things that let it down. Personally, I'd rate it closer to a 3-star than a 4-star hotel. Hotel and rooms The hotel is situated at the top of a hill. This wasn't an issue for us personally as we're a fairly fit family, but I can imagine it being difficult for anyone with mobility issues or families with very young children. First impressions were good. The reception area is modern and nicely presented, and the reception staff were really friendly. Our room initially looked quite modern and appeared to have been recently decorated. The beds were comfortable enough and what you'd expect from a hotel. However, cleanliness in the bathroom could be improved. There was limescale around the taps and the shower head could definitely do with a good clean. We were also on the first floor and the main lock on our patio door didn't work. The only thing securing it was a small sliding bolt which hadn't been fitted particularly well. This did raise some concerns from a security point of view. Food and drinks We were staying on a half-board plus basis, which included breakfast and evening meals, with drinks included during restaurant service. The food was actually quite nice, with plenty of variety and a good selection. We ordered two Piña Coladas from the bar on our first day, which cost around €18–€19. Unfortunately, they weren't particularly nice, so we didn't bother ordering any more drinks from the hotel bar and bought our Sangria from the supermarket across the road instead. Pools and facilities One of my biggest disappointments is that Jet2 advertises the swimming pools as heated. They certainly weren't heated during our stay. They were absolutely freezing! I'm not sure whether the rooftop pool is heated, as access to the rooftop area on the seventh floor appears to be restricted. You need a code to get through the doors, and it seems this area is reserved for guests who have paid extra or have VIP access. This wasn't explained to us at reception when we arrived. Another major concern is the flooring around the pool area. It's not just a little slippery, it's extremely slippery and feels genuinely dangerous, particularly when wet. I've personally witnessed four people fall during our stay. I think this needs looking at urgently, as it could easily result in someone suffering a nasty injury. Staff and housekeeping Staff were initially friendly, particularly at reception. Generally, staff around the hotel are polite and will say hello and goodbye, but there's not much interaction beyond that. They're not rude or unkind, but equally, they don't really go out of their way to make you feel particularly welcome. Our room wasn't cleaned until the fourth day of our stay. The cleaners seemed to come around quite late in the afternoon, usually around 4pm. As the weather hadn't been particularly good, we'd often been in our room when they came around. Perhaps this was simply because our room was right at the very end of the corridor, but it was still disappointing not to have the room cleaned sooner. The cleanliness around the pool area could also be improved. Although cleaners are out every morning, there was still hair around the pool area, which I personally found quite uncomfortable. Entertainment There is an activities board near reception, and they offer a fitness class at around 10am each morning, along with basic activities such as table tennis and darts. There is also a kids' club from 3pm until 5pm. There was children's entertainment on Friday and Saturday evenings, which is worth mentioning. However, for the rest of the week, the evening entertainment for children was very limited. The restaurant opens at 6.30pm, but there's very little happening for children afterwards. Bingo usually starts at 9pm, with adult entertainment from around 9.30pm. When you're travelling with a five-year-old, that's quite a long gap with very little to keep them entertained. A mini disco or some form of children's entertainment earlier in the evening throughout the week would make a huge difference. Overall experience The hotel itself is nice, the food is good and there are certainly some positives. However, the cleanliness, freezing swimming pools, slippery pool flooring, lack of children's evening entertainment and a few issues with the rooms have all taken away from the overall experience. The pool flooring is probably my biggest concern, as witnessing four people fall during our stay is not something I'd expect or feel comfortable with at a hotel of this standard. I wouldn't say we've had a terrible holiday, but equally, I wouldn't rush back. For a hotel advertised as 4-star, I expected a little more. Personally, I'd rate it closer to a 3-star hotel.

Just back from a lovely time here. Ok, it’s high on a hill but up some steps or a pavement a few minutes walk from the beach if you are mobile. The hotel its self is lovely and clean and the front has a sea view, albeit a few hundred meters away. The rear has Mountain View’s but mainly on the top floors. The lower floors have lovely views of the pool area. All the food is buffet style and typically not piping hot. There is a good variety of a decent standard. The drinks package in the restaurant though is not great! All in small glass’s, one beer, red, white wine or sangria and a choice of fizzy pop. At breakfast, there is a good choice of coffees etc, including decaffeinated. There are two pools both very nice. There are also Bali beds you can hire for €20 a day and if you pay a bit more, you can have a better room (Magnus) on the top (7th) floor which is for adults only and has access to a hot tub and free Bali beds! There are also staff are generally helpful and polite. The all inclusive drinks package isn’t actually all inclusive as you have to pay extra for some drinks…..

This was a very mixed bag of a holiday with some stand out features alongside some truly awful moments! On a positive note, the staff are fantastic. From the entertainment team who are so full of energy and inclusive, to the bar and waiting staff who never stop working and cannot do enough for guests. Sadly, these positive attributes cannot make up for the issues with the food and rooms. We were half board but after the first day, we didn’t continue to eat dinner in the hotel. The food was atrocious. I really don’t expect gourmet food in a half board hotel, however I expect the food to be cooked fully and hot. The choice was not great and the none of our party found the food to be of a standard worth eating. The restaurant is like a giant school canteen. To make matters worse, we had major issues with our rooms. I had seen a previous review which as strangely been removed from trip advisor in the last week which showed rooms infested with mice. We also had this issue. We could hear scratching through the night and couldn’t work out what it was until the following day and we saw a mouse or maybe more than one! We videoed this and spoke to reception who said they would deal with it and then told us after half an hour that they had caught it and it was a one off incident! Unless they are master mouse catchers, there is no way they could have caught it! We were offered no apology and it was treated as insignificant. In our other room we had requested a walk in shower for my 84 year old mum who is disabled. The bathroom was horrible. Cracked tiles everywhere and unhygienic. Also, there were workmen working above us and we found plaster dust and dirt all over the bathroom most days as the ceiling was made of polystyrene type tiles. For a supposedly 4 star hotel, this really wasn’t a good experience. And I would be interested to know why the previous post regarding mice infestations had been removed.

There’s plenty of food choices and they are cooking fish, pork or chicken on the griddle every day if you want piping hot food! They're cooking on mass so not all the food is hot which is to be expected. There are sun beds available all day long, there’s no need to rush down early. Classic English tunes playing around the pool which is nice and the entertainment staff are friendly and ask if you want to play games. The entertainment has been singers, dancers, circus act, quiz and bingo. The cocktails are lovely but very sweet! Whiskey cream if you like Baileys! There’s a shuttle which takes you to the beach and shops. You can help yourself to soft drinks and hot drinks at the bars. There are 2 swimming pools. The main pool with music and bar and the quiet pool on floor 2 with no all inclusive bar. Snacks are pizzas, burgers, chips, fruit, ice cream all self service. The pool is a nice temperature. All in all a nice holiday. This is a 4-star hotel, so don’t expect The Ritz!

We’ve recently returned from a wonderful stay at FERGUS Hotel Puerto de la Cruz, and we honestly couldn’t have asked for a better holiday. What really made our stay so special was the amazing staff, the friendly atmosphere and, in particular, the fantastic daytime entertainment team. We were absolutely delighted to receive a complimentary room upgrade, which was such a lovely surprise and a brilliant way to start our holiday. It was a thoughtful gesture that we really appreciated and made us feel valued from the very beginning. All the staff were so friendly, welcoming and helpful throughout our stay. Everyone seemed genuinely happy to see you, always ready with a smile and a friendly chat. It’s those little things that make such a difference and help turn a good holiday into a great one. A very special mention has to go to the entertainment team! They were absolutely brilliant and brought so much energy, fun and enthusiasm to every day. They worked incredibly hard to get everyone involved, create a great atmosphere and make sure guests were having the best possible time. Whether you wanted to join in with the activities or simply sit back and enjoy the atmosphere, they made everyone feel welcome and included. What really stood out was their personalities, their sense of humour and the genuine effort they made to interact with guests. They didn’t just turn up and do a job; they put real heart into what they did. Their enthusiasm was infectious, and they brought so much life to the poolside and daytime activities. It was lovely seeing people getting involved, laughing and enjoying themselves, all thanks to the effort the team put in. You could tell they genuinely cared about making people's holidays memorable. They made it easy to join in, have a laugh and enjoy ourselves without feeling pressured. That personal touch made such a difference to our days, and they deserve so much credit for the atmosphere they created. They really are a credit to the hotel, and their hard work shouldn't go unnoticed. The hotel itself was comfortable and welcoming, and the overall atmosphere made it easy to relax and enjoy our time in Tenerife. But when we look back on our holiday, it will be the people, the laughs, the daytime activities and the lovely memories that stand out the most. A massive thank you to everyone at FERGUS Hotel Puerto de la Cruz, and especially to the entertainment team, for making us feel so welcome and helping make our holiday such a memorable one. Your enthusiasm, friendliness and hard work really do make a difference to your guests. We’ve come away with some fantastic memories, and we would happily recommend this hotel to others. We’d love to return in the future and hopefully see some familiar faces again! Thank you for making our holiday so enjoyable. Keep doing what you do, because you really do make a difference! ❤️☀️