Occidental Las Canteras

We stayed only for 1 night, given that we had experience with other hotels from the Barceló group, and booked this specific stay based on our trust in great services. However, after this specific stay, we probably won't be returning to book at any other accommodations from this hotel group. While the hotel is nice, fairly new, and renovated, our stay was quite disappointing to say the least. After the check-in, we tried desperately to make the air conditioning work and after a failed attempt in calling the reception (the phone in our room was not working) we went down to ask for some help in the matter. although the client services were good and the receptionist provided us with help, we were informed that indeed the air conditioning was not working, that we should better turn it off as it was probably acting like a fan in the room now, moving only hot air. We were also given a small ventilator to use for the night. However, having to use a small ventilator whose reach didn't really surpass the 20cm mark, in a hotel room where even with open windows not much cold air was coming in, as we are talking about temperatures in August in the Canary Island, was not really useful and we ended up having quite the unpleasant night and sleep. At the check-out, we also commented this to the receptionist to make a formal complaint about this, and to our surprise, the staff knew about this as it has been an ongoing problem for weeks. What is really unbelievable here is that a hotel from such a renowned chain/group is still advertising this service on their own website and others like Booking, knowing very well it is not available AND also not even informing guests about it upon arrival (you have to find out for yourself). Staff was still nice to us and other services like the rooms were well-equipped, but having such an essential service not there and still charging the full rate, is something really disappointing.