The Ritz-Carlton, Abama

We come and stay in Tenerife a couple of times a year, usually at the Villas at Bahia Del Duque or Royal River Hotel. As Marriott members, we considered staying here and arrived to look at the hotel and grounds. As people who spend around 1000-1500 pounds a night, we thought it worth checking out before booking because of the many negative reviews. Once we arrived, the man at the gate asked us what we want, with no hello or friendly acknowledgement, and we began to explain and there was silence from him. Even after we stopped speaking waiting for his response. He was just blank faced and silent. We awkwardly explained further. And he said ‘I don’t speak English’. We tried again in simpler language and he rudely rolled his eyes and said parking only for guests. Fair enough. So we asked if there’s anywhere we can park outside, and he said ‘always full’. Rolled his eyes again. Glad we tried visiting before giving our money, which they will now never get. Seems the negative reviews are the ones to take heed of.

We have just returned from a week at the Abama. After our last stay, where a puddle of vomit was deposited outside our room (not by us) and housekeeping failed to clean for the duration of our stay, this was not a simple decision, but felt that with change of management and time, things may have improved. The positive - the location and views throughout the hotel are absolutely stunning. If the view is your sole goal, you will have a perfect holiday. However, that is the sole highlight In no specific order of horror; 1. Bedrooms are kept at 26c, with no way to go lower. For those used to tropical rainforests, you will be fine, but for many others, this is not tolerable. The guys in the room opposite experienced the same - uncomfortable nights and zero sleep 2. The route down to the beach is an adventure, but not a good one. The monorail was closed for repair, and the stairs should have been. Loose and uneven steps all the way down - an accident almost every day 3. The familiar line of I would complain about the service but there wasn't any applies. At the pool, no service, towels, drinks, anything. Same poor service throughout 4. The food, other reviews flag it is poor quality and hugely expensive. Absolutely right. Fresh fruit for breakfast was fresh once, but as pre-made the prior day was tired and sad (much like myself after zero sleep). Other meals were little better - for example scrambled eggs were clearly reconstituted and GREY 5. The reason for going was to play golf, but repeatedly had to wait 30mins plus for the courtesy shuttle was standard (even when pre-arranged) My learning - first impressions should be trusted and Tenerife is such a beautiful island, and this hotel showcases that perfectly - but good looks can only take you so far

This is the third time we stayed in the Ritz and it will be the last. The hotel is understaffed, badly maintained and the food disappointing. We paid extra as this was a special holiday to stay at the Retreat. . Rooms are fine but very hot, I was informed by the General Manager that they only needed to cool the rooms to 26C. Service was incredibly slow, anything from collections, food delivery or maintenance requests. Access to the beach is dangerous as the stairs have completely fallen apart. Overall I was really disappointed with our experience and will not be returning to this venue.

Our family is currently staying at the Ritz-Carlton Abama, and unfortunately, our experience has been so disappointing that I feel compelled to share it with other travellers. We booked a suite and travelled with another family staying in the resort. Given the reputation of the Ritz-Carlton brand, we expected exceptional service and attention to detail. Instead, we’ve encountered a series of problems that have significantly affected our holiday. The issues started the moment we arrived. When we checked into our suite, it was immediately obvious that the room had not been properly cleaned after the previous guests had left. There was leftover food and rubbish still in the room, and the smell suggested that the food had been sitting there for some time. Rather than complaining immediately and spoiling the start of our family holiday, we disposed of everything ourselves. Unfortunately, that was only the beginning. Despite the hotel being extremely busy during the peak summer season, nobody informed us at check-in that restaurant reservations needed to be made well in advance. As a result, both families have struggled to secure dinner reservations every evening. The most frustrating experience involved Verona. We joined the waiting list and arrived when the restaurant opened, only to be told there were no tables available. Yet the restaurant was clearly not full. After considerable discussion, we eventually managed to secure a table at another restaurant, which was also far from full. It’s difficult to understand how guests staying at one of the most expensive resorts in Tenerife can be repeatedly denied restaurant reservations while empty tables are sitting in plain sight. What’s even more baffling is that several restaurants are closed on Sundays and Mondays during one of the busiest periods of the year. The hotel appears to be operating at or near full occupancy, yet restaurants remain closed and guests are effectively being forced to look for dining options outside the resort. We also weren’t informed that the funicular to the beach was out of service. Throughout our stay, it has become increasingly apparent that the hotel is significantly understaffed. Every morning at breakfast, we’ve waited up to 20 minutes for tables to be cleared. Once seated, we’ve repeatedly had to chase staff simply to order coffee, and on several occasions our drinks never arrived and had to be reordered. The same issue exists around the pool. We wanted to find ping-pong balls for our children, but there appeared to be only one member of staff covering the entire area. She looked completely overwhelmed while guests waited for towels and assistance. When we approached reception for help, we were simply told that reception had nothing to do with the pool and that we needed to go back and resolve the issue ourselves. Housekeeping has been equally disappointing. On multiple occasions, our suite still hadn’t been cleaned by late afternoon, forcing us to call and request housekeeping at around 4 pm. Any one of these issues might be understandable in isolation. However, when you combine unclean rooms, poor communication, inaccessible restaurants, understaffing, inconsistent housekeeping, and an overall lack of customer service, a clear pattern emerges. The Ritz-Carlton brand has built its reputation on exceptional hospitality and world-class service. Unfortunately, our experience at the Ritz-Carlton Abama has been the complete opposite. This is simply not a five-star hotel. The standards we’ve experienced are nowhere near what guests should expect from a property carrying the Ritz-Carlton name. Quite frankly, it’s embarrassing for the Ritz franchise.

Pretentious in the wrong way, overpriced. Rude staff. Selling bottles of wine for €130 when they’re in the supermarket down the road for €20. Rude staff all way round from golf to the beach. You can be a luxury hotel and still employ decent human beings and have some genuine atmosphere. I hope the locals continue to fill the beach if they can make the walk, staff wouldn’t even let people get a small cup of water or use the train in 42 degree extreme heat, it was shocking to see. No humanity.