Arrecife Gran Hotel & Spa

Welcome at Reception seemed good and we received a nice welcome drink, however my booking request for a room with accessible shower had been refused. He said if we wanted a room with roll in shower, it would cost extra for a suite. My booking on Hotels.com, as one member of my family cannot get into a bath due to a disability was irrelevant as I had booked through a third party! We went to our room and as it was hot we tried to put air con on high. The air conditioning did not work and the room became quite hot. We called Reception to ask about air con. They sent a maintenance man to check it out. He put up a ladder at entrance to our bedroom and worked on it for nearly one hour. We were trapped in this hot room. When it was clear it wasn’t being fixed, we called Reception again and they agreed to move us to a room on a higher floor. I again asked if we could get a room with accessible shower and Receptionist told us it was not possible. I asked if I could speak to the Manager and he told me she was on holidays! He sent her a text to request an upgrade for us but it was refused. He told us we could use the showers in the Spa in morning. It didn’t open until 10am but someone would let us in earlier for showers. We moved to the 7th floor room and having lost 3 hours of our evening it was now dark so did not want to walk too far. In the morning we tried to access Spa but staff said it was not possible. A complete shambles for our one treat night in a 4**** hotel