IberoStar review: Bouganville Playa Tenerife Feb 1st - Feb 8th 2023

We booked a junior suite (#839) directly on your website having been recommended by a travel agent here in Ireland at a cost of €1796 for 7 nights. This hotel was meant to be a 4 star hotel however we were extremely disappointed with our experience and the customer service that we suffered.

We arrived late on the 1st feb and unpacked all our clothes and went for some food. The Suite was certainly not 4* as we know it. However we were looking forward to our holiday, to rest and relax.

However the hotel is extremely Noisy and we could not sleep until 5 am,

This was one problem,

We also encountered a strong smell of Sewerage in the bathroom, however due to the volume of noise we could not open the window for fresh air, we did not use the air con due to the toxic gas emissions from the bathroom. We sweated the whole night, it was appalling.

In the morning we met a junior Manager called Manik who was unable to resolve the situation. She offered us a room on the 10th floor, I could not understand how sleeping 2 floors upper could dissolve all the constant noise issues.

We sourced a sister hotel ourselves, the Anthelia and decided this was a better option as we were on holidays and surely entilted to a nights sleep, She advised I could not offset what I had allready paid, I would have to pay 2559 again, in addition to 1796, totalling €4355 for a further 6 nights, I accepted this as I needed to rest and get some sleep. I reviewed my cash situation and moved funds frantically to pay the massive €4355 for 7 days in total.

This manager who was spanish did not even complete the booking properly and we had to do same again the next hotel, It was extremely stressful and distressing, Customer Service was Zero, no aplology, no investigation into toxic fumes, no explanation re Noise,

We repacked all our clothes, travelled to next hotel

We arranged our own transportion to the next hotel.

Luckly when we arrived the request for payment was €796 only as opposed to €2559.

I can not understand why I should have paid any €796 as all the problems we encountered were the fault of the Hotel, the Customer Service people should have accomodated us free of charge and made every effort to help us enjoy our holiday. We wasted all day thursday with this problem. It was annoying, distressing as I left the first hotel with no evidence of a credit or anything in writing. We paid for own taxi.

Also when I initially booked the Terms and conditions link is not working, when we had to rebook the terms and conditions did not work either therefore a person like me with this problem does not know how much notice to give the hotel, this is a basic request.

I have received numerous emails re helping me to enjoy the holiday however when I needed assistance no person helped, The policies of the hotel including environemntal issues are certainly not adhered to.

I would appreciate refund of the additional fee of €796 for compenstion for this desperate mess as the issues at B Playa are serious issues for all clients.

Fortunately our remaining 6 nights in the Anthelia was very relaxing and lovely.

Thanking you Ellen Ring [protected]