Gran Canaria hotel guide. Silken hotel in Gran Canaria, Canary Islands

"Not a 5 star!! Don’t be fooled by the name, it’s like a good 3 star, had I of booked a 3 star I would have been impressed, I’m not just a Karen but when I book something I feel it should be deserving of the star rating, bedrooms are defiantly not upto the cleanliness standard, one tiny little shower gel provided, which isn’t replenished, told to put towels on the floor to be changed, came back to find our old dirty towels hung back up, reception don’t answer the phone, had to go down twice and finally got fresh towels 45 mins after which made us late to our reservation. No waiter service around the pool, queue up at one till that takes forever just to get a drink. You have to go elsewhere for takeaway food in yet another queue as you’re unable to get a drink at the same place! Pool towels can only be changed in 2 hour slots one in the morning and one in the afternoon. Manager never gets back to you. Listen if your used to a 3 star this hotel is fab but if your used to a 5 star save your money!"

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"Be careful to stay here with the renovation works next door, we got woke up well before 8am"

"The hotel is supposed to be one of the top hotels in Gran Canaria but is far from being the best. We paid for an ocean front room. Our room was located in the 5th floor of the main building which we thought was a good thing. The balcony door could be open or closed & the noise was the same. The shows started at 10pm and ended at 11pm. Awful noise until 1am. The room temperature can not be controlled by any guest. It is controlled by the property & set to 70o F. We were sweating every night & called the front desk who answered…”we can’t change the temperature for ecological reasons”. The pool service was pitiful. No waiters to attend any pool chairs. If you wanted anything you had to walk to one of the bars, if they were open, & wait forever to get service. The kitchen in all outside bars closed at 4pm even for snack/tapas. And no drinks around any pool bar after 5:45pm. The beach is not hotel front, you have a good walk to get to the sand. You can only get a dry pool towel between 10am and 12pm, they are closed outside those hours. We paid for breakfast included with our stay. One morning we had an early tour and they said they would prepare a breakfast to go. The bag we received left a lot to be desired compared to the breakfast buffet at the hotel. It had a cold sandwich with old bread & fruits that were starting to rot. This is the only hotel were I have stayed and the king bed only had two pillows for 2 people. We had to order two additional pillows. Stay elsewhere!!"

"Lovely hotel and the best all inclusive we have stayed in out of the whole of Spain and Canary Islands"

"The room was clean and nicely presented and the cleaners were all very friendly and helpful. The breakfast was served on time and offered a wide range of cold and hot options"

"Close to airport and next to large shopping mall"

"Good location. Lovely staff and fantastic food! Big rooms and spotless"

"We were there for two nights,20-22/3, the breakfast was excellent, swimming pools lovely and room was great on the first night. The second night we couldn’t sleep most of the night as it was raining heavily and water was dripping through the balcony window onto the floor making a sound even when I placed three large towels on the floor. In the morning when we were leaving I spoke to Stephanie, customer relations, and told her we couldn’t sleep: she said we could have changed rooms, I replied that it was 2.00 in the night and we were also leaving that morning, also that we would not be returning to the island.She said she would look into the matter, I also showed her a video taken during the night. Later I asked her if the hotel could pay for our taxi into town as compensation,she said it was not possible as they were a different company. Later I received her email saying that the weather had affected many other businesses and that I could get an upgrade if I booked again. She clearly did not listen to me when I said we would not be returning ever again. I feel that this is unacceptable, especially as this was an expensive hotel, the customer service was not up to standard. I have used Hotels .com for many years and never complained, but in this instance I think that some compensation is required "