The issue with the holiday started when I arrived at Fuerteventura airport. I had received a email from TUI saying that we needed to go to stand F&G outside the airport in order to catch our private transfer. When my son and I went to the stand, 10 or 15 minutes later one of the tui reps asked for my name and then she said you need to be back inside the airport. I showed her the email she said “oh yeah we send this to all of our customers and we always get complaints, you need to go back into the airport and look for the Tui stand”. So I reluctantly took the baggage back into the airport and went to the Tui stand and then I spoke to the rep there and she said “ how could you have walked right past me in a firm voice. I am stood right here. Your taxi driver has been waiting for you for ages. Where have you been? You know you can’t be being late like this”. I said we got this email. She said “Yeah all of the customers get this email. It happens all the time”. I said why has this email not been amended to add a line to this automated message to say private transfer customers should look for the Tui stand in the airport. She said, it’s to complex to do and head office won’t do it. I then asked where the taxi driver was and she said he is in the toilet because you was late. I proceeded to wait another 15 minutes for the taxi driver to come out of the toilet. The taxi driver arrived at the stand and told us to follow him to the car. I had no assistance with our luggage from the taxi driver. I have never experienced a private transfer like this before, I have used a number of companies. When checking in at the hotel the first thing I asked the receptionist was if the room had a bath, was in a quite area and that it was on the first floor. He confirmed everybody that had made any request, the request has been granted. He said yes you have a bath, it’s in a quiet area not near pools and yes you will be on the first floor. I would suggest explaining potential deposits/charges on your website. I only took 200 euros with me. I found out on the day I flew out that the ironing board and iron would come with a 20 euro deposit. When I requested the ironing board and iron. I was charged 5 euros per day I needed the ironing board/iron as well as the 20 euro deposit. I chose 2 days. Then I paid 20 euros deposit for the ironing board/iron and 20 euros for using it for 2 days. Another 40 euros for the 2 pool towels. I had barely been in the hotel for more than 30 minutes and already paid out 70 euros. Despite this happening I was happy I had the room i requested. I left reception feeling happy and tried to put the taxi transfer issue aside and charges at reception. Before booking this holiday I called Tui customer services to explain that I suffer from plantar fasciitis and it comes on suddenly. I needed a room with a bath to allow me to soak my foot. My son also has a dry skin condition, so needs to bathe. The rep on the phone said the hotel says it has a bath or shower. I asked if once I booked the room Tui could contact the hotel to confirm this request and why I needed it. She said yes of course. I then called back after I booked the hotel and asked for the hotel to be contacted to ask for a bath, quite room and second floor following reviews of some customers saying ground floor rooms can be noisy. When I got to the room that the concierge took us to . I said this is ground floor. He just nodded. I went into the room and there was no bath. I complained to the concierge and he called the reception desk to explain the issue. He told me to wait in the room for 5 mins and reception would call me back to give me a different room. I waited 15 minutes in the room. I then went to reception again. When speaking to the receptionist I explained what I had requested and that Tui had emailed to confirm the request. The receptionist said on our records you asked for a ground floor room and you asked for a room with a shower. I specifically chose this hotel because it had a bath. Finally after persuading reception to check for a room with a bath, they found one after a 45 minute wait eventually they found me a room. it was ground floor. But I accepted it. The concierge moved my luggage etc to this room. I then go have some lunch and walk to the room. Right in front of the room door there was a dead cockroach. I carefully walk past it and go in the room. I go the bathroom to have a shower and the towel rack is hanging dangerously off the wall and could fall on my son or I. I turn the air-con on, about five minutes later it stopped working. I pick up the phone to call reception and the phone is not working. I then get dressed and walk to reception to complain about the towel rack, dead cockroach and broken air conditioning. They said they would get all 3 things sorted. The air-conditioning guy came and reset the air conditioning. It began working again. I started ironing a silk dress for the evening and the ironing board collapsed due to the rust on it and the hot iron hit my arm. The board itself was filthy and I put a towel on to use it. A few minutes later the air conditioning stopped working again. I went back to reception again and said the air-conditioning is not working. They said they need a proper engineer to look at it. I mentioned the rack, cockroach and iron issue again. They said they would sort it. I asked if I could be given a fan because they said the engineer was not available due to it being late in the day. They did not offer fans, I had to ask. The receptionist said we don’t normally do things like that. I said I need something to help me sleep. I then asked to speak to the manager due to iron issue. I spoke to Thomas from customer relations. When I told him what happened he said most customers don’t ask for irons out here. It’s not the hotels fault the board is in that condition we outsource the boards and irons to a company. He asked if I needed treatment, I said luckily the iron was on a low temperature and I didn’t get badly burnt. I then mentioned the cockroach issue. he shrugged it off and said it’s expected in this country. I proceeded to explain it was right in front of the door, so many staff had been past it and why didn’t they move it. It’s not a nice welcome. He said he would get it sorted and the towel rack. I asked if we could get moved to another room of get upgraded to premium package they offer. He said no they were fully booked. I reluctantly left reception wanting to fly home. I had an awful night, I am nearly 50 and the heat was unbearable. I was partially dressed and a man walked in to fix the air-conditioning after just knocking once. The door had a lock, but it can be opened from the outside. Was not a nice experience for me. The engineer just reset the fuse box again. acid I said that is what the guy did yesterday. He said it’s fine it’s working. He left, 20 minutes later air conditioning stopped working again so I go back to reception and explain they all he did was reset it again. Reception said a senior engineer will be in at some point to fix it that day. I knew that I couldn’t relax in the room, it was boiling heart and all I wanted to do was strip down down to as little as I could to relax but was worried about somebody coming in. No one came that day. I had another unbearable night. I managed to speak to Gillian the Tui onsite rep and told her about all the issues and she reassured me they would get resolved. She completed an incident form for the iron issue. She was then on leave until Thursday. On Wednesday I left the hotel to spend the day out due to the unbearable heat and lack of privacy in the room. As I leave I said to the receptionist it’s the third day with all the issues outstanding and no air con. She said we think the Aircon gas needs replacing and they would try to do it today. My son and I came back to the hotel and the Aircon still wasn’t working. I reported the issue to reception again. They said the person that we need to do it isn’t back until tomorrow, but we will get someone to try look at it now. So I go back to the room, can’t relax because I don’t know who might come in. Another unbearable night. It gets to Thursday I tell reception that all the issues were still unresolved. Reception said at some point today all the issues would be resolved. I see Gillian and report the issues again, she comes to the room and sees the issues herself. She said it will get sorted. She gets a staff member to remove the cockroach. Nothing happens with the air conditioning or rack. Another unbearable night and again I can’t relax in the room. Gillian calls me on Friday morning and I explain nothing has been resolved. I have had no apology from the hotel for my experience. I have not been able to enjoy my room or the hotel for the whole trip. She said I would be compensated for the treatment I had had. It’s Friday, my last full day at the resort and I go to reception and return the towels that I paid deposits for and return the iron and the ironing board. I explain to them that the Aircon still isn’t working working and rack is broken. I again explain the iron issue and they still charged me 10 euros for having the iron for 2 days. I then go back in the room and I am resting because we have an early morning flight. Head of maintenance knocks on the door and comes straight in. I have just finished showering and not dressed. I briefly explained the issues and said I am leaving tomorrow morning. Fix them after I have left. That night the room next door was partying on there terrace until 4am. So again no sleep due to unbearable heat and noise. This has truly been a holiday from **********. I have spent more time walking back and forth to reception than enjoying my break. Until now no one in the hotel has actually apologised for this horrific experience. On your website the hotel is listed as 2 mins from a sandy beach. The beach is full of black hard rocks, you cannot access the sea. The closest sandy beach is 10/15 mins in a car. £8 euros one way in a taxi. Please could you correct your website. The sandy beach was another reason why I chose this hotel. When I got to the UK, my suitcase was ripped and o have contacted EasyJet about this. All in all my experience booking with TUI has been nothing but disappointing.

This was the third time to Alua suites and the only time we had 1 problem with the food and it was just lunch on 1 day everything else was as we expected

Schönes Hotel mit sehr netten Personal. Sehr bequeme Betten und modern eingerichtete Zimmer. Die Anlage ist sehr ansprechend gestaltet und vor allem mit vielen Pflanzen naturnah gehalten. Durch die kleinen appartment-ähnlichen Zimmer hat man nicht das Gefühl in einem großen Hotel zu sein. In wenigen Minuten kann man zum Strand laufen.

“Toller Urlaub”

Guter Urlaub auf toller Anlage, schön angelegt mit viel Grün, Zimmer völlig in Ordnung, Betten sehr bequem. Essen am Buffet sehr vielseitig, Animation gut. Wird hauptsächlich von Engländern besucht.

The accommodation was very disappointing. Although the hotel had been upgraded to Platinum status only a few months before our stay, I struggled to see how it met that standard. I have stayed in better quality three-star hotels. I paid extra for the My Favourite Club experience, but unfortunately it did not represent good value for money. The food options were very limited, and we found ourselves eating most of our meals in the main restaurant. This was something we had hoped to avoid, particularly as we witnessed children handling food with their hands and then returning it to the buffet on three separate occasions, which was very off-putting. The requirement to carry plastic cups around the resort to obtain drinks was also disappointing. This is not something I would expect from a four-star hotel, especially as a guest of the My Favourite Club. The hotel itself is in need of refurbishment. Our room had peeling wallpaper and signs of dried mould, while the communal toilet facilities were in a poor condition. In the evenings, the area around the Spot Bar was particularly unpleasant due to a strong sewage smell that repeatedly drifted through the seating area. This significantly impacted our enjoyment of the venue. Overall, the holiday fell well below expectations and did not provide value for the amount we paid. It was a real disappointment, especially given the premium status of the hotel and the additional cost of the My Favourite Club upgrade.