"We had a really disappointing experience during our stay at this hotel in Costa Adeje, mainly due to the attitude and lack of help from reception staff, poor housekeeping, and the complete lack of action from management.
On the second night (a Sunday), our room was not cleaned, which we understood. However, we had no clean towels at all to shower with. When we went to reception to ask for towels, we were told we had to pay for pool towels, even though towels are a basic necessity. We were then told there were none available and were advised to reuse our dirty, wet towels, which was completely unacceptable.
The following morning, our room still was not properly cleaned. Only the bin was emptied and a few towels were left. Throughout our stay, our beds were only made twice, and on multiple days we were not provided with clean towels, meaning we had to go to reception just to be able to shower.
We also had ongoing issues with our key card, which constantly stopped working. We were repeatedly told not to keep it near our phones, but even when we didn’t, the card still failed every time we returned to the room. On one occasion, we were locked out with no shoes on and called reception to ask if someone could bring a key. The response was rude, and the staff member told us we had to go to reception ourselves and then hung up while we were still speaking. The room door itself was also broken, which only added to these issues.
One morning, a cleaner entered our room while we were sleeping, started shouting at us, and said she was not going to clean the room because it was messy, waking us up. This was extremely unprofessional. We were later told we should have used the “do not disturb” sign; however, we were never given one at the start of our stay. The cleaner later threw it on the floor to show us. Even without the sign displayed, basic respect and professionalism should still apply when guests are clearly asleep.
We raised all of these issues with the manager and reception staff during our stay, but nothing was done to resolve them. After returning home, I also emailed the hotel to formally complain and have received no reply at all, which further shows the lack of care for guests and their concerns.
Overall, the lack of basic amenities, repeated key issues, rude staff, poor housekeeping, and the complete lack of response or action from management completely ruined our stay. I would not recommend this hotel based on our experience.
Although I would like to add the staff at the pool bar were lovely and had great food and drinks!
And the amount of staff I have contacted about the issues have been no help at all. it’s been 2 months since emailing about the problems we had during our stay We have had no response so I then contacted on instagram and they told me they would look into this and never got back to me!"
