Hotel Pocillos Playa

Upon arrival at the hotel 8pm on Friday 13th March it ticked all the boxes... Room was adequate, staff and guests very pleasant and friendly and food acceptable. Saturday news came through of cancelled flights and on Sunday lockdown was announced. A jet2 representative visited the hotel and put some information on the board but made no attempt to speak to the guests around the pool. Hotel manager did speak to us during the afternoon to confirm the hotel would remain open and would look after us. He assured us there was enough food and drink. Monday the food was not as good as previous meal settings. Tuesday saw the arrival of a large male member of staff who was horrified we were still there and was shouting we all needed to go now. The choice of the food had by now become very poor and this was reported to the jet2 rep who was brilliant. Wednesday I was told the hotel was closing after breakfast on the Friday. I was not due to be picked up until 5.30pm so ended up having a 7 hour wait at the airport and the hotel never even offered me a bottle of water or a sandwich to take with me. By Thursday the lights weren't even put on in the restaurant for breakfast and lunch and again breakfast Friday. A member of staff was behind the grill on both the Thursday and Friday breakfast... No apron and the same outside jumper both mornings very reluctantly frying eggs... So much for hygiene.... Its such a shame that this was my experienceof both the hotel and the island ... Other people at the airport were telling me how accommodating their hotel had been and I've no doubt a different week a different review. I appreciate these were strange circumstances and staff were scared but so was I, abroad on my own. I've worked in customer services for over 37 years and the measure of good customer service is the reaction when things go wrong or out of the ordinary.... Sorry but this hotel fell well short on this occasion

Visited for ten nights AI with my husband and our two friends. The hotel was everything we expected; clean, in a position that we wanted to be where we could relax and chill out, and yet not far to beach or the strip and convenient to visit Puerto Del Carmen. E-mailed before we went to ask for certain requirements, quick responses back to say they would do their best and, in the main, these were met. Hotel was very clean, inside and out, pool was delightful and heated to a pleasant temperature, no rush for sun beds. The food in the restaurant was fine; not too many options but all well cooked and never had a problem with finding something nice to eat, breakfast being one of the best I have had in an AI hotel. Unfortunately, our last six days, due to Coronovirus, Spanish regulations were applied. Things got a little difficult; beaches, shops closed, lockdown in hotel, no more people allowed to visit but the hotel did the best that they could do under the circumstances. Jet2 kept us fully informed and our flight home was as scheduled, fortunately, the day before the hotel was due to close. Well done to all the staff, during difficult times, and would be pleased to visit again when restrictions are lifted and we can get back to more normal times.