"I rarely leave negative reviews, however this experience was so utterly unacceptable, distressing and outrageously mishandled that I feel compelled to warn future guests before they make the mistake of booking this hotel through easyJet Holidays.
From the moment we arrived, the standards of hygiene, professionalism and basic guest care were deplorable. The bedrooms were filthy, clearly neglected and inadequately cleaned, with bed sheets that were not changed once during our entire 7-night stay. The condition of the accommodation was revolting and fell drastically below even the most basic expectations of cleanliness and hospitality.
The organisation and management of this hotel were nothing short of catastrophic. Despite our flight not departing until 9pm, we were forced to check out at 11am with absolutely no reasonable accommodation offered. We even offered to PAY for a room for the remainder of the day due to the excessively long wait, yet this request was dismissed with complete indifference and a shocking lack of customer care.
Following further complaints regarding the wash room we were expected to use — which was unhygienic, hazardous and posed serious health and safety concerns — we were eventually allocated another room. We were explicitly informed that we could access this room from 2pm and were given absolutely no exit time or further instructions. Astonishingly, after being in the room for approximately 20 minutes, other hotel guests entered the room using their OWN key card issued by reception. This was an appalling invasion of privacy, an outrageous breach of security and an unforgivable display of incompetence from hotel staff. The fact that multiple guests had access to the same room is beyond negligent and completely unacceptable.
The customer service throughout this entire ordeal was disgraceful. The assistant manager behaved in an aggressively hostile, intimidating and deeply unprofessional manner — screaming directly in our faces, refusing to allow us to speak and showing absolutely no willingness to resolve the situation appropriately. At no stage were our concerns treated with seriousness, empathy or professionalism. Instead, we were made to feel like an inconvenience for raising entirely legitimate complaints regarding our safety, privacy and wellbeing.
To make matters even worse, after reporting both the hazardous washroom conditions and the shocking invasion of our privacy, the hotel’s “solution” was to instruct us to shower outside by the pool area in full view of other guests. This was humiliating, degrading and profoundly inappropriate. No paying guest should ever be subjected to such treatment under any circumstances.
This establishment is unsafe, unsanitary, grossly mismanaged and entirely incapable of handling guest complaints in a professional manner. The experience was beyond appalling and significantly ruined our holiday. I would strongly advise anyone considering staying here, or booking through easyJet Holidays, to reconsider very carefully. To make this experience even more unacceptable, the conduct and organisation surrounding transport arrangements through reception at Playaolid Apartments and Suites was equally appalling. Guests are expected to book taxis directly through reception, however the reception staff consistently displayed an arrogant, dismissive and deeply unhelpful attitude when dealing with even the simplest requests. Communication from staff was virtually non-existent, and the absolute bare minimum effort was shown at all times.
On one particular evening, after booking a taxi through reception, I accidentally left my bag inside the vehicle and it drove away. When we immediately returned to reception to report the incident, rather than showing any concern, urgency or willingness to assist, staff initially attempted to deny any responsibility whatsoever. Had the hotel staff carried out even the most basic level of organisation — such as recording taxi details correctly or providing guests with the taxi registration or identification number as they are supposed to — the situation could have been resolved quickly and professionally.
Instead, we were offered no meaningful assistance whatsoever. We were simply handed a piece of paper and instructed to write down a description of the bag alongside a contact number and name. After doing so, absolutely nothing further was communicated to us. There were no updates, no follow-up, no reassurance, no accountability and not a single ounce of empathy or remorse shown by any member of staff.
The complete lack of professionalism, organisation and basic human decency displayed throughout this entire experience was disgraceful. At every stage, legitimate concerns were met with hostility, negligence, indifference or complete incompetence. This hotel should be ashamed of the standard of treatment provided to paying guests.
The food and drinks were equally disappointing. We booked an All Inclusive package, however the quality and standard of the food provided was nowhere near what was advertised or shown in the promotional photographs online. The overall food selection was repetitive, poorly presented and significantly below the standard expected for the price paid.
The All Inclusive cocktails were also unacceptable. On majority occasions, the drinks were made excessively strong, and when politely asking the bar staff to stop pouring alcohol once an appropriate amount had been added, staff proceeded to laugh. Initially we assumed this was intended as harmless humour, however after repeated incidents it became increasingly rude, dismissive and disrespectful.
Overall, I would not recommend this hotel in Costa Adeje, Tenerife to ANYONE. The entire experience was characterised by negligence, poor hygiene, unacceptable customer service, serious security concerns and a complete lack of professionalism from management and staff alike. This was, without question, one of the most appalling hotel experiences we have ever encountered."
