Iberostar Heritage Grand Mencey

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3000 reviews

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  Misrepresentation, Management Conduct, Double Charging

  Read this before booking. Numerous guests have raised concerns about this property's advertised five-star status. Upon arrival, the hotel manager saw me approaching with my luggage but remained occupied with his phone and did not even open the door or offer assistance. No luggage service on property either. I was informed that my reserved room was unavailable. I was offered a noisy, first-floor, street-facing suite or told to pay extra for a garden-view room. I therefore requested to shorten my original six-night reservation to three nights. I was instructed to make a new reservation while they supposedly resolved the original booking within 24-72 hours. I followed their instructions and paid an additional $715.55. The hotel subsequently refused to refund the original $1,167.53. The way this situation was handled raises serious concerns about management integrity, transparency and business ethics. Retaining payment for both reservations rather than resolving a problem caused by the hotel's inability to provide the booked room is unacceptable. It is difficult to understand how a hotel group can prioritize retaining a disputed payment over customer trust and its own reputation. The property itself raised serious concerns about its advertised five-star classification: dirty lobby carpeting, a broken in-room coffee machine and replacement kettle, breakfast eggs that appeared to be a packaged prepared product rather than freshly cooked, and no cook preparing eggs to order. I also experienced stomach pain after dinner on two consecutive nights. These are not simply matters of personal preference. They raise legitimate concerns about maintenance, food quality, hospitality and whether the property genuinely meets the standards associated with its advertised classification. I have previously stayed at an Iberostar five-star property in Palma, where the experience was completely different. Later during this same trip, I moved to another hotel on the island, and It was a complete transformation in service, comfort and hospitality. The handling of this situation has seriously damaged my trust in Iberostar. I question the transparency and integrity of the local management's handling of my reservation and the subsequent refusal to refund the original payment. A five-star rating must be reflected in actual service, facilities, management conduct and accountability. Management cannot demand exceptional performance from employees while failing to demonstrate those standards itself. This experience has fundamentally undermined my confidence in Iberostar, and I will not book with the group again unless this matter is properly addressed.

  Oct 29, 2026
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  Beautiful, relaxing experience

  In a beautiful location about 10 minutes walk from the centre of town, is this absolutely beautiful hotel. It is traditional but classic and clean and tidy. Our room was comfortable with a beautiful balcony overlooking the pool and gardens, which received perfect sunlight in the afternoon and a gorgeous view. Room had a nespresso-style coffee machine, comfortable beds and plenty of storage. We were room only but were able to add breakfast as we wanted. There are lots of eating options within the hotel itself. As well as available coffees and beverages in various bars. Staff were all attentive and friendly. Guests appeared to be a mixture of families, couples and those on business. The gardens beside the hotel were beautiful with a wide variety of plants.

  Oct 18, 2026
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  Nnoli Family Summertime

  A perfect relaxing environment for the family, centrally located with ease to reach sight seeing hot-spots. The meals were delicious and the rooms were cleaned and bedsheets refreshed daily.

  Sep 10, 2026
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  A Grand Hotel in a good location

  Over the years I have stayed in many hotels on business but this trip was just for pleasure.We have traveled to Tenerife many times and this was the first time in the capital. The iberostar hotel is a great and somewhat grand hotel in a great location a short walk from most places. Check-in was quick and easy, our room was of a good size, very clean and with a nice little balcony. The overall facilities at the hotel are very good with a nice bar and terrace, restaurants, pool, gym, wellness centre etc. All of which are very good. My partner particularly enjoyed her massage at the wellness centre. We only booked the bed and breakfast option and can say the breakfast was great with a wide selection to choose from. We found all of the staff very warm and welcoming and very keen to help make you stay an enjoyable one. If we stay in capital I will certainly consider going back to this hotel.

  Sep 05, 2026
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  Great hotel

  The hotel was lovely. The food in the buffet was excellent and staff very friendly. Our room was lovely with a good balcony and bathroom. The staff were all very helpful and friendly. Special mention for Keniel the pool attendant. I would definitely go there again.

  Aug 23, 2026