Barceló Santiago Hotel

A highly disappointing and unsafe stay that did not meet basic hospitality or security standards.

Serious safety breach, poor service, and unacceptable conditions. We stayed at Barceló Santiago in Tenerife for 16 nights at an average cost of approximately €400 per night. Unfortunately, our experience involved multiple serious issues related to safety, room quality, and staff conduct that do not meet the standards expected at this price level.Upon arrival, we were placed in a basement room that was extremely small (approximately 10–15 m²), poorly lit, and had no mobile signal or reliable internet access. The room felt uncomfortable and unsuitable for a premium hotel stay. When we raised our concerns, the staff dismissed them and advised us to “just use the Wi-Fi.”Shortly after connecting to the hotel’s Wi-Fi network, our LinkedIn account was compromised and the password was changed. While we cannot prove the exact technical cause, the timing was highly concerning. The hotel staff showed no interest in the incident and offered no assistance or reassurance regarding guest cybersecurity.Basic amenities such as complimentary drinking water were not provided, which is unexpected for a hotel charging this nightly rate.After insisting on a room change, we were moved to a room on the 6th floor. On the very first night, other guests were mistakenly given access cards to our room and entered while we were sleeping. This was an extremely serious security failure that caused significant distress and raised concerns for our personal safety. Instead of apologising, the staff blamed us for changing rooms and refused to take responsibility.Additionally, the air conditioning in the room was not functioning properly, making it difficult to sleep due to heat. Opening the balcony door resulted in cigarette smoke entering the room from neighbouring balconies.The spa facilities were also far below expectations: limited availability, only 45 minutes included, and a very small pool located in the basement. This did not match the advertised experience. Given the severity of these i

The views from the hotel were simply spectacular. The pool area was amazing the gym and Spa were amazing the rooms were nothing special but were nice. I would assume one of the best resorts on all of tenerife. Also the staff was quite nice.

The only major negative I would say is when we checked in they mentioned a 400 Euro credit towards billing things to the room. This included drinks room service spa and so forth. But it turned out it wasn't a credit it was a limit. Meaning you can only Bill 400 euros to the room as a maximum. So when we checked out I was hit with a $260 bill which I thought was included with the stay. We intentionally were going to the bar thinking we needed to use up that $400 credit. I don't think they intentionally were deceptive it was just not clear when I checked in that it was a limit not a credit. Only negative from the stay. Very much enjoyed it highly recommend

Room was lovely with a view of Los Gigantes, breakfast exceptional, extremely relaxing holiday with lovely staff.

The food was good

This stay was extremely stressful and disappointing.Within the first hour of check-in, I had to contact maintenance because the Wi-Fi was not working and again because the toilet would not stop running. The room also had a strong odor consistent with old water or previous flooding, which made it feel damp and unsanitary.Later that evening, I encountered roaches in the room and had to kill two. Although I was told housekeeping did not see any roaches, when I returned to the room and turned on the lights, it was clear the bathroom was infested. The roaches appeared to be coming from beneath a cabinet showing visible water damage.I was moved to a different room, but I was explicitly told the move was only for one night. The replacement room was extremely cold, and even with extra blankets, I was freezing throughout the night and unable to rest comfortably.Additionally, this property is advertised in a way that suggests it is beachfront or offers immediate beach access. This is misleading. The beach is approximately a 20-minute walk away, and you cannot walk outside the hotel and directly access the beach, which was disappointing and not clearly represented.What made this experience worse was how the situation was handled afterward. I was given verbal options regarding refunds or comped nights that influenced my decision to stay. After relying on that information and canceling another hotel reservation, the hotel later denied that those terms were ever offered.While staff were polite, the room conditions, misleading location presentation, and lack of clear communication made this stay very distressing. I would not recommend this property.

The bartenders and drinks and staff were amazing!

The pool hours. I wish they stayed open later.

Buffet was excellent and staff was exceptional

Beds were extremely hard and uncomfortable. Didn’t feel like they offered many amenities. Pool was ice cold and the hot tub was more like a cool tub. Spa was decent. Would have been nice to have more options than the buffet, the other restaurant had to be paid even with all inclusive didn’t make much sense to me

Great location excellent options for food

The ac in the room is motion sensored, making it difficult to keep the room cool in the middle of the night.

Nice view from the roof top, comfortable bed, check-in and check-out at reasonable hours, easy access to the promenade that goes along the coast.

For 4-star hotel it was pretty bad. I wouldn't stay at this place again and would be embarrassed to recommend it to anyone else. There were ants all over the room, slow shower, people smoking on their balconies, spa area is not part of the hotel, for any questions staff send you to an app, which is not helpful at all (no search possible within the app), food was very average (many choices, but only a few were delicious). Every night there was a loud concert downstairs, which made it a not relaxing experience. Parking inside costs extra, parking outside on the street was always full.

Location, room, breakfast, pool, staff , bar all excellent

Can’t think of anything

We couldn’t speak more highly of our week-long stay at Barcelo! We came to celebrate our anniversary and soak in the views—and every expectation we had was completely exceeded. The food, the staff, and the scenery were all exceptional. Our room was spacious and comfortable. Also, we highly recommend booking a room with a jacuzzi on the balcony—it was such a treat. Every single staff member we interacted with was warm, kind, and attentive. We chose the all-inclusive option and were genuinely impressed by the quality of both the food and the drinks.We had been slightly hesitant after reading a few negative reviews, but honestly, our experience was nothing short of amazing. Some people are just hard to please so I wouldn’t pay attention to those reviews. We had an unforgettable stay!

Our only complaints were so minimal but I think some people would want to know. There are no all inclusive food options between 10 pm and midnight. Also, the rooms definitely have some wear and tear so if you’re a perfectionist keep this in mind, but honestly it’s so minimal !

Perfectly situated with an eagle eye view over the ocean and the towering Los Gigantes cliffs. The pool area is quite nice (and calm, thanks to being adults only), the buffet selection is delicious and affordable, and the rooms are quite comfortable. The bed especially is quite soft and comfy. The room has all the standard amenities you'd expect and a fantastic balcony with a view, though it feels a bit like a cabin in a cruise ship. The staff seems quite overworked but they're always courteous and helpful. The pina coladas are a must try!

You can't expect personalized service in such a big establishment and some features might be inconveniencing (eg. Limited parking slots, A/C switches off when you leave the room, and the entire second floor is on street level which isn't the best for privacy etc). The hotel's restaurant (El Olivo) was closed 2 out of 3 nights we stayed at the hotel.

Everything was great- the room, the services, the spectacular views and amazing staff..!!

Perhaps a few more vegetarian/vegan options at dinner would be nice..!!

Very beautiful territory, a special plus for the food, it is at the highest level, very tasty and does not get bored, as partially changed from breakfast to dinner, as well as every day of the week there is a new cuisine. Fans of tasty dishes will go, for a week did not miss a single meal) Very good alcohol on the bar, it is not cheap, and not diluted. A separate plus that the hotel is only for adults, visitors are cultural and quiet, at night no extraneous noises, separate areas where the music plays and night parties, but it is quite far away, and everything ends at 23 00, after that in the hotel complete silence. The staff is friendly, in general during the stay there were no problems with the staff or with other visitors. Very nice hotel, wish to go back there again!

- the buffet restaurant is the same for all main meal times. We’re no big fans of huge buffet style cantinas, but the quality was well above average and the variety as well as the chef staff for live cooking are a highlight in this resort. the direct pressed o juice, variety of other juices and complimentary cava are also very nice features.- The second Pich benefit of the hotel is the very nice scenic view into Los Gigantes with a maximum of view accomplished for the vast majority of rooms. The Safety glasses at the Infinity sunbathing area are high enough and clean enough to both guarantee nice views while being protected from rougher winds.

To summarise it: this hotel is flawed from begin to end and it seems as if there was no general hotel manager. some examples:-Communication did not work, from booking on. even. I requested special wishes, did never get a concrete answer, got hotel messages addressed to another guest, reservation was made under my guests name.- no possibility to reserve parking spots in advance, of which there are roughly a dozen available in total.-With the exception of a few (Javier & the blonde receptionist-Gabriela?) the staff is all in all unmotivated, grumpy, or simply not properly trained (especially the waiters in the pool area)- The hotel app does not work. Sometimes you book something to a pool bed and no one notices that the app is broken for hours until you actively approach them, sometimes they bring you drinks that you ordered hours ago (when the app was malfunctioning and you already manually ordered at the bar).-The rooms were not tidy at check-in neither were they properly cleaned throughout our stay. As examples: dirty footsteps in the shower, outside hot tub not cleaned, toilet paper not actively replaced and toilet not properly cleaned (this is specially an issue since there are no toilet brushes in the rooms, only in public areas).-The pool area is almost useless once there is mild to moderate wind since the hotel staff aggressively removes/forbids any sun umbrellas if there’s risk for strong winds. We noticed this on several calm days where for some reason they expected winds (not verifiable via Weather apps). The controls for the sunshades in the rooms/balconies were obviously removed, so no shadow there either.-A double room has two single beds with one singular layer of linen connecting.

I loved that every day they had different dinner styles ex. Mexican, Italian... The options for food was very large and high quality, hands down the best part of this stay - dinner! Great view to the ocean from 7th/9 floor. Tennis court also was a good addition to the stay. I didn't like that people smoking in balconies had their smoke come in to the apartment every now and then, since I'm non smoker I hated this smell. Some of the staff didn't look so nice, like when they come to pick up plates looked angry from their work and did not say anything, didn't at least smile or said anything when I said thank you/gracias for picking up empty plates. Wish they had access to ocean from the hotel, but at least there were pools accessible. A lot of older people there, like 80%, i think they should call it seniors only, not adults only, but i digress, it's more of a joke. Also found quite a huge layer of dust on the wall above bed. All in all this was good stay for me mostly because of the view from balcony, food and comfortable bed. Some things could be improved, like the smoking part that was annoying.

Good hotel location, great view from the room and restaurant, friendly staff, good food.

t is a bad practice of the hotel to let people occupy the sunbeds by leaving towels. The water in the heated pool is too cold. It is a pity that the fitness center opens very late and there is no possibility to get there before breakfast.

The hotel has great views of the mountains, it clean and food was good with plenty of choices, different themes each night.

Not much, being picky our room was on eye level with the path outside so not that private.

The food is amazing.The environment is wonderful.The staff is excellent.The best hotel in Tenerife!

I recommend this hotel to everyone.

Overall location and views are superb. Our booking was very last minute but we got a room on ground floor with sea view. Sunset time was magical with sound of crushing waves. Very efficiently operated staff (we found some quite snappy, but to balance we also found staff that were wonderful and very friendly). Food was very nice in the buffet, pretty much anything you would ever need for nice meal. Pool area was gorgeous with amazing views (we didn’t get to enjoy it too much because we got some extremely windy days).It is very interestingly built building, in the hall you can find out more about its development.

Balcony of ground floor rooms go straight to side walk where people have walks (constantly). Not very private and means if you have lights on in the evening, everyone is in your business. Our double bed was just two single beds made separately and put together. They kept separating if you’d move to the middle.Our room wasn’t sparkly clean as i seen some dust balls in the corners but on the other hand a nice man cleaned our glass balcony every day from water breeze.

The most amazing location and views - over La Gomera and of course the huge and constantly changing Gogantos.Beautiful pool area and more than decent buffet breakfast and dinner provision.A nice quiet little town, not the very busy seaside areas like the rest of the South coast of the island. A local supermarket and other small restaurants - the closest to the hotel was the best. Amazing food and views.I completed a 'half time' online survey (from Head Office I think) and within a day we had extra hangers and a couple of other minor things I'd mentioned. We travel a lot, but it was a very impressive experience.

The weather was a little cool and windy for the time of year, but it was also sunny.The evening entertainments venue was far too cavernous for the acts, so it lacked atmosphere, but there were some good acts booked. A minor quibble.