Royal Sun

Worst Holiday Experience We Have Ever Had – Luxury Apartments That Are Anything But Luxury This has been the worst holiday experience we have ever had. We specifically paid extra for luxury apartments, but what we have been given is extremely basic and certainly does not meet what we would consider a luxury standard. On arrival, nobody showed us to our room or properly explained anything. There was no assistance with our luggage or any proper welcome. The whole hotel is very dated, with old carpets throughout, and the general condition of the property is far below what we expected for a luxury accommodation. The cleanliness has been completely unacceptable. The rooms are not cleaned properly on a daily basis. We have had a dirty shower that has remained uncleaned for three days. We have also had to ask for hot tub to be cleaned in. Day 5 we are currently on day 7 with it not been cleaned and unable The food is some of the worst we have ever tasted and has been another huge disappointment. The only real positive experience we have had has been Carlos from the entertainment team, who has been friendly and made an effort. We are still here, and unfortunately this holiday has been a complete disappointment. We paid for a luxury apartment and a luxury holiday experience, but we have received basic accommodation, extremely poor cleanliness, poor food and very disappointing service. For the amount of money we have paid, this is simply not acceptable. The accommodation and service do not come close to the standard we were led to expect when booking. We will be making a formal complaint and requesting appropriate compensation for the experience we have had. I would absolutely not recommend this hotel and would strongly advise anyone considering booking to think very carefully before doing so.

This was out third time at The Royal sun and we always love it here. First shout out to Guigui he is soooo lovely and remembered us from last year and he is the heart of The Royal sun, out kids are teenagers but we all love him, he makes such an effort to include you and get to know you. Thanks so much Guigui for all you do and your positive attitude to everything and everyone. Thanks to the lovely chefs and waiters for the fabulous food and for looking after my son for the week with his needs when eating and drinking they definitively go above and beyond here, getting him apple juice when its not out and making his favorite pizza. The pool is always lovely and warm and the hotel is always clean and welcoming. we love the entertainment area at night as it is calm and never busy so it is great for any autistic children like my son who doesn't get overwhelmed and can enjoy the shows in a relaxed atmosphere. We enjoyed all the food here and had a fabulous week. Thank you xxxx

We’ve just spent nearly two weeks at the Royal Sun Resort in Los Gigantes, staying in a one-bedroom apartment with a hot tub on the fifth floor. Overall, we’ve had a really enjoyable holiday. There is a lot to like about this resort, although there are also some areas that would benefit from investment and a little more attention. The apartment was one of the highlights. It was spacious, well maintained and very comfortable, with a well-equipped kitchen and the added bonus of a washing machine. The hot tub was regularly maintained and was lovely to have. The safe is chargeable on arrival, and if you’re using the kitchen, I’d recommend bringing a few dishwasher tablets and Nespresso pods. There is no housekeeping on Sundays, which we were perfectly happy with. The food was generally good, although the choice is fairly limited. My partner is vegetarian and always managed to find something suitable, which was important to us. Sunday evening seemed to have the weakest choice. One issue we did notice was flies, particularly around the buffet area and occasionally elsewhere around the hotel. The hotel did use spinning fly deterrents around the food at times, which helped, but this wasn’t consistent. We felt they could be used more regularly and around the dining tables too. It didn’t ruin our dining experience, but it was noticeable. The entertainment is a real highlight, largely thanks to the entertainer himself. He is energetic, friendly and brilliant at engaging with the children. He creates a lovely atmosphere and is a real credit to the hotel. You genuinely notice a drop in energy around the resort when he has his day off. The Saturday evening entertainment around the pool was also great fun. Unfortunately, the first-floor entertainment area doesn’t quite match the quality of the entertainment. It’s a large, rather impersonal space with a mix of different chairs, and we didn’t find it particularly inviting. As a result, we never stayed to watch the evening entertainment, although that was more because of the environment than the entertainment itself. The downstairs bar would also benefit from some investment. It has a rather dated feel, and refreshing the seating and décor would make the area much more welcoming. We hired a car for four days through reception with La Rosa’s. The car was well maintained and their communication was excellent. We also used the hotel car park at €7 per day. The spaces are tight, and some require a confident driver. You secure your space by putting your reservation poster on the wall behind the bay. One useful tip is to keep an eye on the posters. When another guest’s reservation is coming to an end, watch for that bay becoming available and move into a better space if you can. Some bays are definitely easier than others! The gym is another area that could benefit from some attention. We both went for a run one day and the equipment tripped the fuse, which was quite alarming and nearly resulted in an injury. After that experience, we decided not to use the equipment together again. The staff experience was probably the most inconsistent part of our stay. Most staff were perfectly pleasant, but there were a few interactions where we felt the customer-service approach could have been warmer and more welcoming. We appreciate that staff are working in a busy environment, but small interactions can have a surprisingly big impact on how guests feel. One member of the breakfast cooking team came across as particularly abrupt with guests, including repeatedly returning the egg spoon to its place on the plate when guests hadn’t put it down exactly as expected. It was a small thing, but seeing this happen several times did create an unnecessarily tense atmosphere. On another occasion, a receptionist called down to us asking that we only press the lift button once. Again, a relatively minor interaction, but the tone felt a little abrupt. These experiences stood out because they were so different from some of the genuinely excellent staff we encountered. One receptionist dealt with an issue we had brilliantly and was genuinely warm, reassuring and helpful — a little ray of sunshine on the desk and a real asset to the hotel. There was also a restaurant team member from Lithuania whose name we unfortunately didn’t catch. He worked incredibly hard, was always welcoming and polite, and even had a fun arm wrestle with our son. Those are the little moments that children remember from a holiday, and he was a real credit to the restaurant team. We also had an issue with one waiter which was handled professionally by the management team. The General Manager was extremely professional throughout and a credit to the hotel. It was reassuring to know that when concerns were raised, they were taken seriously. If you hire a car, we’d recommend stocking up at the larger Mercadona past Lidl. We found it better value with a much wider choice of food and drinks. More importantly, use the car to explore Tenerife. We drove north to places including Garachico, Puerto de la Cruz, Icod de los Vinos and La Orotava, and the mountain scenery and views of Teide were incredible. We absolutely loved having the car. Tenerife is a beautiful island, and there is so much to see away from the main tourist areas. Overall, we’ve had a lovely holiday and would happily recommend the Royal Sun. The apartments, location, views and some exceptional staff are real strengths. Most of our comments are intended constructively because the resort has a lot going for it. With continued investment in some of the communal areas, attention to the fly issue and a consistent focus on warm customer service, we think the Royal Sun could be an even stronger experience for future guests.

Big rooms, clean place, polite stuff, great to stay.

Spent a fabulous week at this beautiful hotel. Excellent value for money! Great apartment with kitchen and huge balcony, excellent food with so much choice, spotlessly clean, lovely pool area and great staff! Would definitely visit again!