Santa Catalina, a Royal Hideaway Hotel

Mary Carson

We are just back from our second stay at Hotel Santa Catalina and it was 10/10 again – I really love this hotel. It is the most beautiful historical building up a grand drive, lined with palm trees with green parrots nesting in them, which has been beautifully restored to preserve its amazing architecture and decorative features whilst also having all the modern comforts you might expect in a luxury hotel. It all feels very luxurious and 5* but at a very reasonable rate for what you get. There is a rooftop pool with amazing views, as well as a large outdoor pool with excellent pool service, as well as a gym and thermae spa. Breakfast on the terrace is fabulous – an enormous breakfast buffet with everything you could possibly want, beautifully presented. We had a deluxe superior room which was spacious, large balcony, with bath, shower and double sink – we slept incredibly well as it had an enormous super comfy bed, as well as being very quiet and dark at night (well sound proofed with black out blinds). The staff are wonderful, and we look forward to staying again. I would happily spend all day at the hotel but there is a great city beach – again good value 9 euro for sunbeds & umbrella for the day for 2 people as well as a beautiful old town to visit. The hotel is halfway between these but there are plentiful buses for a euro or taxis for 5 euro.

Emma Lounsbury

This is a fabulous hotel. So tasteful and timeless. Every staff member we interacted with was kind and helpful. It’s beautiful and large and clean. Lots of rooms and spaces to explore. The pools are beautiful and rooftop too. Our room is so comfortable and completely blackout dark. We really really liked our stay here and would recommend to anyone. Be aware that it’s quite refined - we did feel pretty awkward entering in our hiking/beach clothes.

Diane Williams

Many years ago I decided one day I would come to Hotel Santa Catalina. So we chose to stay here on our honeymoon. From start to finish from services, decor, ambience, to staff and food; this hotel was perfect. We chose a room type that gave us VIP access to the roof top terrace with pool and bar. The bar staff were outstanding. I had a relaxation massage in the spa and we ate several times in the on-site restaurant 1890 La Bodeguita which was just gorgeous. Luckily for me I live in the Canary Islands and will be going back yearly. Happy memories and a perfect holiday x

Douglas Prior

The Hotel is set in beautiful grounds and is architecturally sublime , colonial in design, its corridors are saturated in history , it's grounds peppered with beautiful water features. The rooms were good ,not perfect . We had a couple of issues with our Junior premium suite 127, we had a faulty bath mixer . We also found a couple of cockroaches running about .We understand this can happen in even the most sterile environments and given the location of the hotel in a park it is understandble. Whilst this did temporarily give a 3 stars feel to the place , the staff were very responsive in these situations. The mixer was fixed straight away, and the cockroaches removed straight away Our 5 stars experience was restored ,and then they went even further and offered my wife and I a cocktail each as a goodwill gesture on their top floor roof bar. We were to receive 2 vouchers to the room .We did not ask for these but we a appreciated the gesture . However, this is the point when our stay here became soured. We never received these vouchers so when came back at 11 pm on our last night and requested them again . And they were delivered to our room . We went to the bar ordered 2 cocktails from the young lady working there in what appeared to be the capacity of supervisor/ manager. We had two mojito's and she came over and told us that the vouchers were only for wine, beers cava and soft drink . Despite the fact it's clearly printed Santa Catalina cocktails and the receptionist said cocktails to us. .( See pic) She then tried to insist we pay for them and that Santa Catalina cocktails are a different type . Yet there is no mention of this "Santa Catalina cocktail" on their menu (https://alisrooftopbar.dtouch.es/) This was all happening in front of other guests.(Embarrassing for all parties) I then had to insist on what we were offered by reception and even showed her the video of the cockroaches In the room . She then went and checked with reception. Came back and tried to push a further 2 cocktails on us to charge to our room which we obviously refused as we had not ordered them and then we told we may as well have them for free as they are already made them . It was our perception that she may have just trying to be too clever in getting extra revenue in the short term without appreciating the guests experience or looking at the bigger picture in terms of revenue for the bar . We regret paying 1st class money to be treated otherwise. An experienced front of house person would honour the drinks and hope the guests would enjoy it so much they would continue drinking . They would NOT get into a fractious debate with the guest , in front of other guests ,and to the point where we have to share photos of the cockroaches in our room before they decides to check with reception. No one wins in this situation. It's not good Business . We saw her the next day . There was no apology. Retraining may be appropriate for this individual. I also feel if a room is not ready at the check in time and you still choose to charge the full rate then you should at least offer the guests complimentary drinks rather than suggest they wait upstairs in the roof bar and charge there coffee to their room whilst they wait for their over due room. ( 2:45pm) I understand that sometimes things over run but you should realise that first impressions count and could determine if guests spend their money onsite or off site. We choose the latter on this occasion. This is business advice! Whilst the grounds and building are fantastic there are much better managed 4 star hotels in Las palmas then this 5 star hotel . The customer service and management was hit and miss . The breakfast was well run though. It is because of our experience at the beginning ( check in ) and our last night ( Sat night at the roof bar) that we I can rate this 3 stars for the price paid.

Debbie Howe

This was a birthday treat with my fiancé and we were both blown away. The hotel is stunning, every room beautifully decorated. The ball room style lounge with chandeliers was so romantic. The pool was immaculate, attentive lady staffing it and the housekeeping pristine. Our requested upgrade for a pool view balcony was perfect and the roof top bar is out of this world! The style and views are insane. And the staff…. Attentive, professional and very friendly. We had a situation and it was dealt with compassion and kindness, I would like to say thank you very much and don’t consider this hotel …. Just book it! Thank you