Santa Catalina, a Royal Hideaway Hotel

I am still conflicted about this hotel. When we came to our room there were stains on our bedding. There wasn’t even a bottle of water that is a norm for 5 star hotels. We had only one tea spoon that wasn’t very clean. When I told about it to a receptionist I received a dry “sorry” we will clean it and she told me that in Canaries they don’t give you complimentary bottle of water. Which was surprising as we were in another hotel before that and we had one complimentary bottle. Another thing that was upsetting is that apparently the swimming pool on the roof is only accessible for certain rooms. It wasn’t said anywhere, so it was another “surprise” for us as our rook was just deluxe superior and that swimming pool is only open for Suites. No one even mention it at the reception and we found out when we tried to go to the pool and our key didn’t open the door. Another funny thing, if you book a suite, you will get toiletries from Rituals and all cheaper rooms get some other brand. I thought it was a bit funny as in many hotels they have rituals in all types of rooms. Another not very pleasant experience was when I called and asked for an iron and they said they will get it and I waited for 40 minutes and no one showed up. Next day when I mentioned it I heard another dry “sorry” 😅I’m not saying service was terrible but I would hope for a better one in a 5 star hotel. Everything else was great, the room itself and location and swimming pool downstairs and the one on the roof (which we got in accidentally with other people) the spa was great as well !

I would recommend Santa Catalina Hotel with my eyes closed! You really can’t go wrong with this choice. The hotel itself is stunning, and several highlights truly stood out: the pool area is absolutely gorgeous. The staff goes above and beyond with their attentive and genuinely friendly service, making you feel completely welcome. The food and drinks are exceptional, with every detail carefully crafted to delight. And the spa, simply breathtaking, offers a truly luxurious and serene escape. If I had to mention one downside, it would be our check-in experience. The staff member who assisted us wasn’t very welcoming, she didn’t offer us a drink while we waited, and compared to other guests being greeted warmly and professionally, her attitude felt a bit rude. Thankfully, our check-out experience more than made up for it. The staff member who handled it was absolutely perfect, friendly, professional, and efficient, so we left on an extremely positive note.

Spent a few days here in November. Second visit and again loved our stay. Staff and Manager were welcoming and professional. Breakfast was an highlight and enjoyed the bodega too. Pool areas were lovely, even if the weather was a bit mixed! Hotel itself is full of character -will definitely be back next year. Recommended!

Absolutely amazing hotel! I booked this as birthday surprise for my partner and I have to say, from the second we arrived to the time we left, everything was fabulous! One of the nicest and most attentive stuff I’ve ever seen. Absolutely lovely people and high quality service! Special thanks to the team organising the little treat for my partner’s birthday! We would definitely visit again.

This is a lovely hotel but the service is inconsistent. It was either really great or really poor depending on the staff member. We had a really poor experience at check in which sadly negatively influenced our stay . Some parts were amazing; the wellness centre and hotel grounds but more training is needed for many of your staff if you want to call yourself a 5* hotel.

We were not able to fly out at the start of our holiday due to an issue with a passport. We notified Santa Catalina, a Royal Hideaway Hotel as soon as we realised. Asked if we could modify our booking and fly out at a later date once resolved. This request was declined. We asked if we could use the room for the last 3 days of our 7 night booking. Which we had paid upfront for on a full board basis. This request was also declined as we discovered they had resold the room. I asked for a partial refund to cover the cost of the full board uneaten food and again this request was declined. The reason for writing this review is to make other travellers aware before booking with this hotel chain. A great business doesn't avoid problems; it's about how you respond to them: - It took 50 dials of the hotel contact number to speak to anyone who could actually help, and in the end they didn’t. - There is no flexibly when the unexpected happens. - There is no customer care. You may have our money but you’ve lost a lifetime of business.

Now I’m finally back and right away with a really good feeling. This hotel is often mentioned as one of the few truly top-rated places. Getting a real 4-5-star rating isn’t common, and to be honest, I was a bit doubtful that a hotel in Las Palmas, on a small Canary Island, could live up to that kind of international standard. But they’re really close. Even though our check-in was low-key and anonymous, the service was top-notch from the very start. We were offered help with our bags as soon as we walked in, got a refreshing welcome drink, and were warmly greeted at reception. The hotel has clearly gone through some much-needed renovations over the years – and it shows. A few highlights really stood out: the beautiful pool area, the attentive and friendly service staff, and the overall quality of the food and drinks. Everything felt thoughtful and well-executed. The spa also deserves a special mention – clean, calm, and very professionally run. A perfect place to unwind. This is probably the only truly classy hotel on Gran Canaria – and it shows.

We stayed here for a week and thought the hotel and surroundings were very impressive. What let the hotel down was its poor service. From the concierge to receptionists, into the bars and restaurant - and I can only comment about the breakfast service - the service was nothing short of abysmal. The one exception was room service so thanks to the room service team, they were consistently good. The rest was ridiculously bad, were poorly organised and didn’t seem to care or have any pride in what they were doing. To stay in a supposed 5 star hotel and experience such woeful service was disappointing. I’d suggest it’s more a management issue as we consistently saw waves of suits walking around but didn’t seem to engage productively with staff. Needs to try a lot harder.

Pretty nice hotel in Las Palmas. An old Spanish hotel that proactively lays out tooth-brushes, combs, q-tips, and everything you need when travelling and you don't have your bags with you / are too lazy to unpack. The front patio of the restaurant is very comfortable for some peanuts and a drink.

I stayed here on my last holiday. On first impressions, the hotel is beautiful to look at. It looks really grand and 'posh.' I only stayed a couple of days so I spent a lot of my time at the hotel, as it was just a little relaxing break. On my first day I had an amazing breakfast followed by an equally amazing massage! Even though I only stayed a couple of days I had one of the most lovely relaxing breaks ever. My room and the rest of the hotel was lovely and the staff were so attentive and welcoming. Would love to go back.