Ona Hotels Reviews 13

We stayed at the Ona Hotel at Las lomas. Dreadful experience when it came to our half board dinner. Very little food offered and what was, was awful. Outside of the hotel rooms were dirty and look like the pathway to rooms hadn’t been swept for years.
We complained to reception but heard nothing and emailed head office several times but no reply. I think this is normal with Ona judging by what the staff say. Take your money but don’t give a care if you enjoyed your stay !! Very sad as customer service is key in the hospitality industry.
Definitely think before you book and read the reviews !! X

Have been timeshare owners for 36 years at PBC in playa de las Americas. Ona have taken our apartment because it’s worth more to them to rent out at Christmas/new year than our maintenance.cost. It’s disgusting how owners are being treated. We have 22 other members of our family fortunate enough to still have their apartments but this means we will have to have Christmas and new year away from them. Shouldn’t be allowed, the management should be ashamed of themselves

Clearly incompetent tourist apartment company. Terrible marketing leading to no conversion to rentals.

Pearly grey in Tenerife had been our home from home for the last 15 years and we are owners that used to be a timeshare. Since the hotel had been taken over by Ona I believe it has gone down hill.
The original staff like the night porter, Tracey on reception, Ruth, Margaret Louis and Victor were great as usual and a credit to Ona.
The apartments weren’t cleaned properly, the hallways were not clean and feel the cleaning staff were not the usual happy friendly staff like before.
The food was very limited and both drink and food were so expensive we hardly ate or drank there. We used to love to support Pearly but now we have 3 years left on our fractions and we won’t be eating and drinking there which is such a shame.
You were never aloud to go to the bar with no top on but our guys got told to go and put tops on but the French and Spanish got served. It used to be all owners and you would know people when you got there but now it feels like it’s changed for the worse.

This is related to Ona Palmira Paguera in Palma de Mallorca.
During by booking in April it was requested the full payment, when I arrived in July the check in took one hour, due to bad system and they couldn't find the payment, so they request to pay again to be able to release the room as it was late, and the manager Daniel would solve this after.
It has been almost one month now from the trip and the issue still not solved, they don't give any more information when this will be solved and it is really disappointing.

We booked a one-bedroom apartment at Ona Living Barcelona through the Agoda platform, but upon arrival we were placed in a studio that bore no resemblance to the promotional photos on the website and booking platform. The room we were given was not an apartment — there was no separation between the bedroom and the common areas, and no city view, despite this being clearly advertised in the listing.

This was not the accommodation we paid for, and it did not match the images nor description presented on the platform.

Despite submitting complaints, the response was evasive, and no refund was offered for the service that was clearly not delivered as contracted.

The property justified the switch by claiming the hotel was fully booked and that we were placed in an accessible unit — something that was never communicated to us or approved. Our main requirement in the booking was to have a separate bedroom, which was denied to us without notice, alternative options, or explanation.

This was clearly a case of FALSE advertising.
This is a SCAM!

We havecstayed at Princess playa many times but there is major building work happening right next to our room, the noise is unbelieveable, reception say they will try and move us in the mng, our holiday is spoiled, they should have made this clear prior to taking bookings, at first reception said ,the company doing the work have the permits to be doing the work, i dont give a feck, it starts early and is still going on now at 17.45,will never use ONA again

Terrible Experience – Avoid This Hotel!

I recently stayed at Ona Valle Romano, and it was one of the worst hotel experiences I've ever had. First of all, the rooms are old and poorly maintained—definitely not what they advertise. The air conditioner barely worked, and there were constant issues with hot water, making the stay extremely uncomfortable.

The reception staff, especially one lady, was incredibly rude and unhelpful. Instead of assisting guests, she acted as if we were inconveniencing her just by asking basic questions. The biggest issue was the parking—an absolute nightmare! When I asked about it, their response was basically "we don’t care"—zero customer service or willingness to help.

I would never stay here again and wouldn’t recommend it to anyone. Save your money and go somewhere that actually values its guests!

Booked a 4 day break on 7th Feb and was under the impression I had booked for march 10th to 14th . I Cancelled within an hour of booking as my daughter was then unable to get flights for the days. They have an up to seven days before arrival cancellation policy . A couple of days later I could not understand why they had taken my money as I believed I was within the time to cancel . Then I checked my booking and i had mistakenly booked for February . I tried to explain this to them but they were unwilling to compromise in any way . It was almost 500 pound sterling which is a lot of money. I was devastated . Yes I had made a genuine mistake but it was their unwillingness to compromise at any level that was so disappointing . I was thinking that if I had turned up in Spain and not cancelled , how would I have been treated . It has really left me with a bad impression of Ona hotels . It would deter me from booking with their hotel group in the future

Hollywood mirage Tenerife
Do not stay here we were broken into and it is according to staff a common problem with the rooms at the mountainside
I have video evidence of how easy it is to break into these apartments and the staff and hotel do not care

This review refers to Hollywood Mirage, Excel Hotels and Resorts, which now seems to be under the management of Ona Hotels and it would seem the change has been for the worse...

Brief background: I and my partner have been returning to the same studio at Hollywood Mirage since 2004. My parent's purchased this as a timeshare almost 20 years before that (1980s). So, the family has been in ownership of an apartment here, for the first week in September, for around 40 years.

The "low-lights" of this year's visit included the following.

1. Check-in: still as slow as it was decades ago with queues in reception, standing in stifling temperatures, with no-one directing new comers on where to stand, limited seating and perceived lack of urgency of staff. Furthermore, despite again requesting an early check-in for our studio and indicating a willingness to pay for this (in the past rooms were always ready for owners early), we were not permitted to check in until after 15:00. It seems that a €30 charge is payable now for early check-in but that there is a rule that ensures owners cannot be charged—an apparent benefit for owners that has been turned on its head so that the management can gain as many early check-in payments as possible by having non-owner guest rooms ready first!

2. Owner room perks: owners receive a free bottle of wine after check-in—this year a cheap red that has appeared in some reviews as being so poor as to be undrinkable.

3. Bus service: Hollywood Mirage commands a high position above the town of Los Cristianos, tucked into the lower slopes of Guaza mountain, a marvellous view point, but punishing walk up the height from the town and beach. The resort has always provided a courtesy minibus service to the beach level and back. This year the bus service has been changed to provide only a lift down the hill and *not* back again. Can anyone appreciate the sense in this, removing the real benefit of the service? Deep suspicions that the resort is obtaining commissions from taxi services that guests will inevitably require to return to the resort complex.

4. Building maintenance: no new work was obvious, no changes to accommodation furnishings in many years. Some of the balconies from which guests can enjoy views of the town and sea had been boarded up, with a notice that repairs were taking place, but no work occurred during the week we were on site. The appearance of large cracks in stonework over room balconies and footpaths was concerning. In other places broken tiles exposing tripping hazards, lay un-repaired. The large clock on the tower overlooking the central pool area has still not been fixed (at least two years now broken). A new bathroom mirror with built in light has still not been connected in our studio after more than a year. And an alarming number of very small cockroaches appeared in the bathroom this year. Cleaning staff seem pushed for time, often not able to properly clean floors or arriving late in the day to empty bins, just as one would return for shower before dinner.

5. Check-out: on arrival I asked for confirmation on where to return pool towels at the end of our stay, as charges may be made for non-returns. I was told that rules were always changing but to return them to reception at check-out. When I did so, a young lady staff member who appeared courteous enough, but obviously has had no hospitality training, told me that the towels had to be returned to the sports centre and that I should do so. This would have meant walking back through the complex with my fully backed rucksack, in the heat. When I tried to reason, she was adamant that I had to do as instructed. She continued calling to me to return the towels in front of other guests as I walked away.

It seems clear that the current management enjoy a degree of persistence of the perception that Hollywood Mirage is a quality resort. However, in practice, the facility appears to be regarded as a "cash cow" from which to reap as much profit as possible, and hurriedly, before the reality of the situation becomes clear to all prospective guests. It seems that necessary investments have been redirected to promote short term income rather than sound maintenance and satisfactory services. There is no longer respect for owners, who have shown loyalty for decades and continued to pay fees even, at times, when not visiting. Owners are now made to feel like "second class citizens" in some regards. There is a brash, loud, "let's just party" pervasive vibe that unsettles and disturbs, in stark contrast to the former mutually respectful protocol observed by all guests and staff.