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Mixed Feelings from extended stay (first review below) – Started Very Badly, Improved by two Persons, Ended Disappointingly Again
Updated Review:
After an initially very negative experience that nearly ruined our stay, the situation improved significantly thanks to two outstanding individuals – and then deteriorated again at the end.
We booked e-bikes through the reception (not third-party online). The external provider delivered them more than 30 minutes late, and when they finally arrived, the bikes were heavily rusted, unsafe, and frankly life-threatening (brakes barely functional, frames corroded, tires worn to the cords). When I calmly reported this at the front desk and asked for a replacement or refund, the responsible Front Desk Manager William immediately became defensive and aggressive. He accused me of having booked it myself (which was not true – it was booked entirely through his colleague at reception), raised his voice, and lectured me that I had been “disrespectful” because I had not said “please” when – after his unfriendly tone – I politely asked for his full name and business card (never recieved this information). The entire interaction felt unnecessarily confrontational and far below the standard one expects from a Sheraton.The atmosphere only de-escalated when Tom Denis (Manager) stepped in. He listened, apologized sincerely, took immediate action, and turned the situation around completely. His professionalism, empathy, and genuine care were exceptional – he is the reason we decided to extend our stay by another 5 nights and why we initially wanted to leave a very positive review focused on him and the excellent Carlos.Unfortunately, the final days left a sour aftertaste again.When we wanted to extend for one more night directly at reception, we were told – in a noticeably cold and uncooperative manner – that we had to book online ourselves. The staff’s tone and body language made it very clear that they were personally offended and had likely received criticism from above for the earlier incidents. There was no offer to assist, no warmth, no attempt to make up for the rocky start – just a cold “do it yourself online”.Additionally, the long-standing water damage in the corridor right in front of our room (large, visible bubbling and discoloration on the wall, looking like chronic moisture for months) was only addressed after I personally reported it – and even then only minimally. In a 5-star property, such obvious maintenance issues should not persist for so long.To summarize: The bikes incident and William’s confrontational attitude were unacceptable and potentially dangerous.
Tom Denis and Carlos delivered outstanding, heartfelt service that saved the stay.
The visible, chronic dampness in the hallway and the petty, cold treatment at the end when trying to extend left us feeling unwelcome again.
We wanted to leave with only positive memories – unfortunately, that didn’t quite happen.
Potential guests should be aware that service quality can vary dramatically depending on the shift and the person.3 von 5 Sternen – pulled down by serious safety concerns, maintenance neglect, and inconsistent staff attitude.If the hotel takes guest feedback seriously and improves these points, it could easily be a 5-star experience again.
Regards
Steffen
A BC123
Had a lovely week away in the Sheraton Fuerteventura. We had a huge room overlooking the pool and beach. It's always good to have 2 sinks in the bathroom. The service was excellent. I had a nice gift left in my room for my birthday. A special thanks to the Entertainments team for putting on a really enjoyable set of activities. We did archery, rifle shooting, and tennis, amongst others. Many thanks to the whole hotel team for a great stay.
R. M. T.
This is our 3rd stay at the Sheraton and we love it. The staff are exceptionally helpfull and want you to relax and enjoy your stay. Some of the reviews about being dated are not helpful as the hotel is still very elegant and spacious exactly what you would expect from a 5 star. We did hear the hotel will be undergoing a 6 month refit.
Special thanks to Tom the manager who was exceptionally helpful when we had a small problem. Gorges and the bar team at the cocktail bar are all so friendly. Thanks for a lovely stay we will be back
Adam Čižmár
I spent one week at the Sheraton Fuerteventura and had an amazing stay from start to finish. As a Marriott Platinum member, I was treated extremely well from check in to check out. I received an automatic room upgrade, free breakfast, complimentary access to the wellness area, and discounts at the hotel restaurants, which really made a difference.
Although the hotel is a bit outdated, it is very well maintained and spotlessly clean. The pool area is fantastic and perfect for relaxing, and both the breakfast and dinner buffets were excellent with a wide variety of choices every day.
Overall, the service, comfort, and benefits made this stay truly enjoyable. I will definitely come back and highly recommend this hotel to anyone visiting Fuerteventura.
David Henderson
Everything was exceptional. Attentive staff, good food comfortable large rooms.
Amazing lido like set of pools with superb activities for all ages by attentive and friendly activities team. Just beside a sandy beach and an easy flat seaside walk to restaurants and shops.
I went with children and grandchildren and it could not have been more relaxed and enjoyable
My Booking
