Neptuno Costa Adeje

"2 years ago we stayed at Neptuno and it was amazing, so we were so excited to come back this year. Unfortunately it felt like any entirely different hotel this time around. Our room this time around was abysmal despite paying more. We had two single beds on a metal frame pushed together that were broken (dipped in the middle) and creaked every time we so much as moved an inch. We had to put a paper cup behind one of the beds to stop it making so much noise which only helped a little bit. Our towels were supposed to be changed every 3 days, we were there for 8 all together and they only got changed once. Our sheets were not changed at all, despite us actually pulling the covers off the bed one day ourselves- the ‘cleaners’ just folded the bedding and put it back. Our bin was emptied once the entire time we were there, which as I have a stoma bag which I was changing daily and putting into the bin is simply not good enough. There was dirt and grime all around the room, balcony and hotel as a whole. Perhaps the most disgusting part of the room was the fact that the floor was clearly not being mopped, and was not even mopped before our arrival as our feet were literally black with dirt within 10 minutes of walking on the floor. Each time we saw a cleaner they were either standing around smoking cigarettes or carrying empty mop buckets with some of the cleanest mop heads we’ve ever seen- obviously not being used. We had a terrible view (despite paying more than last time as previously stated) which looked out at a bush/tree which had toilet paper hanging off of it. That, along with a half eaten lolly pop and several cigarette butts stayed there the entire time we were there. The stairs leading to the rooms all had horrible brown stains which we assume were vomit, half eaten sweets and other disgusting things. The main pool was still nice but the baby pool has now had its day and is in desperate need of fixing. Its tiles were all coming off and left loose in the bottom of the pool for kids to potentially stand on and get hurt. The pool was overrun with one particular family who seemed to have brought about 25 people with them which would have been fine but they were being overly disruptive and loud. The adults were drunk constantly, with one man pulling his swimming trunks down so you could see EVERYTHING despite women and children being present, and the children were unruly with one coming and grabbing the snooker balls off the table after we had just paid to play it. A guests behaviour may not be the fault of the hotel but as far as we are aware the staff did nothing to try and deter this behaviour. Nor did they do anything to deter the guest making a ridiculous amount of noise from midnight to 5am every night and smoking cannabis so much that the smell was all over the hotel. Staff barely spoke two words to us. When they did, they were rude. We asked the man at the front desk to remind us how much a taxi to monkey park is as we couldn’t remember the exact amount from last time. He and who we assume was his friend laughed at us and said “its very far, 50 euros” which we knew to be a lie as it was a 15 minute drive and definitely did not cost THAT much. Our toilet roll also hadn’t been replenished all week which again, is difficult as someone with a stoma. My partner went to the front desk to tell them we had no toilet roll and the man on the desk said “whats the issue” then gave us a half used toilet roll. The bar staff except for one man were rude also, just staring at us when we ordered something. The TV also didn’t work, not that it’s important on holiday but its nice to have the option at night as we don’t go out drinking. Overall the experience of this hotel this time around has been absolutely shocking and has put us off ever staying here again. We actually probably will not return to Tenerife. The “tourists go home” message has been received."

"I would not recommend to my worst enemy. The place is so dirty and not at all what it looks like in the pictures. Our 2 family rooms were so far apart. The staff were very rude and not at all helpful when i voiced my concerns. Public walkways within the complex, outside our balcony window and pool bar area all so dirty and unkept. Cigarette butts and smell of canabis everywhere. Loud, rowdy and intoxicated groups allowed sit on pool edges with glasses (not plastic) of alcohol and food .. but young children could not use a floatie in the pool ...Cant understand that ...like they were afraid to interupt drunken rowdies... Bed linen not changed for the week. pieces of broken glass found on the floor behind bedroom door, dusty, old decor."

"Avoid Neptuno Apartments at all costs. This was one of the worst accommodation experiences we’ve ever had. The room was absolutely filthy when we arrived. It was covered in hair and dirt. It was immediately obvious that it had not been cleaned properly. It was completely unacceptable and not fit for guests. There was also no air conditioning (we knew this) We asked the receptionist if we could have a fan, and his response was simply that he would “make a note.” There was no apology, no empathy, and no genuine attempt to resolve the situation. We were then told the room would be cleaned again, but nobody ever came. We waited and no one turned up. At that point, it was clear that our concerns were not being taken seriously. After just one hour, we had no choice but to leave and pay for alternative accommodation elsewhere at our own expense. It cost us even more money but staying there simply wasn’t an option. The lack of cleanliness, poor customer service, and failure to deal with a basic complaint made this an incredibly disappointing experience. We would absolutely never stay here again and would not recommend Neptuno Apartments to anyone looking for clean, comfortable, or professionally managed accommodation. Photos of the room are attached!"