AC Hotel Gran Canaria by Marriott

What People are saying

very average hotel

ironmanjt2on 02/08/2017 17:32

Positives: the hotel was very clean and quiet, ac was good, and I got a great sleep in this hotel. Free airport shuttle as long as you work around their schedule.

Negatives: the staff at the front desk seemed incredibly indifferent to their jobs, and uninterested in helping us either at check-in or check-out. Despite telling the staff about our request for the airport shuttle the day before, the driver said nobody had told him and he wouldn't take us. He finally agreed, but not until the front desk begrudgingly told him to. This hotel has a long way to go on the service front.

The tallest & ugliest building in LP!

rigboyon 20/07/2017 15:25

We recently stayed here for a two night break.
The welcome was dull & gloomy to non existent. The room was of a reasonable standard and had a fantastic view of Las Canteras beach...:
We decided to have a drink in the bar, but we're put off by the most rude waitress who obviously has no clue, it was like we had just walked uninvited into her living room...we left and spent our money in one of the local bars.
Breakfast is one of the worst I have ever tried and unbelievably they call this a 4* hotel, very poor selection, no salt / pepper on the tables, glasses & bowls not clean enough....you would be much better off visiting one of the local restaurants outside the hotel...:
When we checked out, we were asked about other charges to the room which we did not incurre!!
Look we had an enjoyable time, but it was certainly nothing to do with the hotels hospitality.

Delayed flight

Diane Hon 09/07/2017 10:50

We are very disappointed with the standards of this hotel. Considering it's rated a 4 star! However it is clean. Reception staff are helpful

Beds are very uncomfortable
Walls are paper thin so sound is easily transferred from one room to another
Rooms are very dark and dreary
In need of some tlc
Food is appalling and dishes not labelled
So glad this was only one night

Safe to say I would not return

Rooms Need Some Care

connect2sourceon 06/06/2017 00:39

Stayed here for two night in transit from Tenerife to Canada.

Check in was extremely efficient and professional and staff were polished and spoke excellent English!

10th floor room has modern furnishings but otherwise other aspects of it needed care. There are numerous bumps and cracks in the walls, door to balcony didn't close or lock properly, bathroom is nice but many aspects are worn and showing age and wear. I do expect a brand like AC to be maintaining the rooms more effectively. Also the room lacked a safe, essential as a hotel of this level, also be aware the rooms have no AC ( no pun intended ). Although the room was clean, there were numerous insects in the bathroom, I'm very glad I discovered this on my check-out morning or I'd have requested another room. I killed a couple only to discover several more of these small roach-like bugs.

Breakfast in the roof-top dining room was extensive and pleasant with a decent variety, this furnishings and condition of this room far exceeded that of the guest rooms. Did not use the roof-top pool or gym but they looked nice and gym looked very well equipped.

Lovely hotel, bad eating experience and customer service

AndaluciaFamilyon 02/06/2017 11:23

We stayed one night in a suite between an island hop. The suite was high class, clean and the layout impressive. The views from the 11th floor are amazing at night. Service is another matter, however.

We arrived for dinner and was told to go upstairs. We did so and arrived at a buffet area were holidaymakers were eating at a single large table. We wanted a more private al-a-carte meal and so we went back downstairs and asked for a table amongst existing guests. Many tables were available. We were told we could not. After much arguing and frustration, it seemed that the restaurant thought we were part of a holiday club. This happened despite us telling them that we were private hotel guests staying in a suite. It took 15 minutes for them to understand this, and arguing amongst the existing diners was most embarrassing for such a simple matter. This was not a matter of being "lost in translation".

We eventually were shown to a table. The waitress was very nice, but she was in a terrible rush, banging down plates and glasses. I ordered a glass of red wine, and a few minutes later she served some bread and knocked the wine over and splattered me and my child's clothes. We had our meals, which were very good, but the whole dining experience was spoiled. Some items were also not on the menu, but we were not told after ordering, so we had to reorder.

We went to reception to tell them about the experience, and whilst the wine incident was an accident, we did want some compensation. The waitress came down and was talking to the person in charge (the manager was away). We speak Spanish and the lady was saying that the wine didn't touch us, implying we made it all up. We filled in a complaint form, and expected that the price of our meal would be deducted, indeed that was mentioned by the person in charge, but it was at the discretion of the manager.

Five weeks later and there has been no communication, despite leaving our telephone and email details with the hotel, and a few days ago they slipped in a charge for the meal! The Marriot AC did not follow up on our complaint, so now I will be writing to their management and am reviewing the service we received. Not replying to a formal complaint is very poor indeed, especially for a hotel with this reputation (this is an American hotel and customre service is everything).

Marriot can message me privately here to resolve this matter.