Iberostar Heritage Grand Mencey

Customer ratings & reviews

TripAdvisor Traveler Rating

2893 reviews

• 

  Disappointed not 5 Star

  This was booked as a five star hotel, it was a five star hotel with 3 star rooms, amenities and guest care. Had much better service at Premier inn at a third of the cost. Budget hotel with premium prices. Check in staff were unhelpful. When we went into our room there was an awful smell from the fridge, the air con was not working the room had poor light so put on the standard lamp that didn’t work either. Went down to the desk to speak with them and explained the problems and said perhaps we were doing something wrong. There was no instruction for anything. I was told by Rosa that I was British and she thought it was typical of us to complain about nothing because I was English. She made me feel very uncomfortable and it turned out the fridge was broken and needed to be replaced, the lamp was broken and was replaced and the air con was not working so someone had to go into the loft to fix it. Not at any time was there an apology or anyvsupport. They would take out dirty towels and not replace them, we do not drink coffee so they took out the machine and provided a kettle but to get t bags or milk was like pulling teeth. In the end we just bought them from the local shop. We just as well gone self catering because that was what we were doing. Thank goodness for the local spar. Noisy emptying recycling banks at 10.30pm lots of traffic noise. Verandas had no privacy. No way is this a 5 star hotel. At a stretch it is a budget hotel with pretty interior.

  Sep 23, 2025
• 

  Chilled, comfortable environment and attentive service that’s keeps pulling us back

  This is our 5th holiday at the Grand Mency over the last 7 years. Santa Cruz has so much to offer and explore for families and couples, but the hotel offers that place of serenity with attentive service and hospitality areas. The spa, gym and pool areas are complimented with attentive staff offering amazing service. I can’t avoid mentioning Carlos (Cuba) who worked hard around the pool ensuring you had water and an attentive service.

  Aug 21, 2025
• 

  Great stay

  Location - great right by the park and central for town centre and restaurants Rooms : a little bit dated some attention for detail e.g banister rail on balcony needs re painting as it all flaking off, bathroom great big walk in shower plenty of hot water and toiletries, hairdryer and separate toilet ( which is very narrow ) Dressing gowns also Bed room : bed very large and comfortable and can get your sheets changed daily if you want just leave the card on the bed Water in your room from the filtration system in the ccorridors Fridge with Minnie bar in drinks reasonable priced Coffee machine and milk in fridge Iron and board Safe Big tv and a little tip if once watching a movie you press the green button on control it converts it to English or original language and also has chrome cast so we paired our phone to it to watch Netflix aircon ok Room cleaned daily and towels x2 daily Air con Parking is 10euros a day you mange this via reception to get your discount Breakfast very good great choice hot and cold We had some issues with room but staff sorted them out very quickly Suggestion have on the app hotel map and times and where to go for breakfast etc Also you need long trousers if going to the sinning room in the evenings

  Aug 18, 2025
• 

  Perfection

  We booked this trip based on the hotel not knowing it was a city break as opposed to a holiday resort as other parts of Tenerife but what a delight it has been. The hotel is immaculate and the maids are super fast at cleaning the room. We paid for breakfast on arrival at a rate of €20 per person per day and it is wonderful. We have ate here twice for lunch and again everything is perfect. Everything here is top quality. Marco the pool waiter is fantastic and the lifeguard is very attentive. There is a lack of English speaking staff but as we in return do not speak Spanish it’s nothing Google translate cannot fix. We used the the spa for €20 per person for a 90 minute session…. Bliss. Gym opened at 7am mon-fri and 10am sat-Sunday. There is a casino underneath the hotel also. No shop in the hotel but there is a conveniently placed spar shop over the road where all your essentials are well cheaper than UK. The area of Santa cruz has been wonderful and as it is not a tourist area the prices are brilliant for eating out. All in all it has been a delight to be here. Taxi from the airport cost around £150 return

  Jun 29, 2025
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  Service is not 5* standard

  First I will start with the positives the hotel is lovely and well maintained and very clean. The room had a large comfy bed and we requested a garden view which I recommend as the view and quietness was perfect. Breakfast was varied and very good so much to choose from between cooked to Buffett style. This hotel is not a resort hotel so there was lots of conferences going on while we were there but the best bit was you could get a pool bed at any time of day as very quiet. Negatives is the service as another review said Spanish customers come first and seem to get better service. The pool restaurant I would definitely not recommend as I pointed to a vegan burger and explained I was vegetarian and they brought me a veal burger and I only noticed as it had egg lucky I never ate it and they brought a replacement after I complained and although vegan I bit into it and it was freezing 🥶 so complained and never ate there again!. There was also decking getting replaced at the pool a few days and quite a bit of noise which you are aware of when trying to relax. The staff are not fluent in English and sometimes language can be a barrier. Most were lovely a few rude . The hotel is 10 minutes walking distance to the centre through a beautiful park so ideally located. I might in the future consider returning as Santa Cruz is a great place to visit and with some tweeks this hotel could be great.

  Jun 05, 2025