We stayed at this hotel for one week in December with a group of 12 people. On our third evening, about 2-3 hours after having dinner in the hotel buffet restaurant, 5 out of 12 of us got sick, some in a pretty bad condition. We had not eaten anywhere else and it started almost at the same time for everyone affected, some hours after the dinner.
The hotel staff did not take this at all seriously (probably gotten used to it already?). For example, I went to the hotel reception in the morning to ask for an early cleanup (because one of our children had vomited in his bed) and water bottle supply (had run out of water during the night). They promised to take care of it, however nothing happened for the next 1,5 hours. I went to the reception again to ask for help and this time got a very arrogant response. The cleaning and water arrived some time later according to the normal schedule.
At no point did the hotel staff admit any fault or apologize for our spoilt holiday (some members of our group lost 3 days of their holiday).
Typical to the hotel service was when I went to ask for just a slightly later checkout on our departure day - the bus was coming at 1 PM and I was asking I we could keep the rooms until then, mostly because some people were still recovering from the sickness and also as a very minor compensation for all the harm caused by the hotel. The reception ladies said it would be possible, but just for one room and even that would cost several hundred euros! I've travelled a lot and never ever have I heard such a stupid response to a friendly query about delaying checkout by ONE HOUR. They could not even promise a 30 minute extension. I went to check the neighbourhood around our apartments just before we left at 1 PM and naturally there were no cleaning ladies anywhere nearby.
About the cleaning ladies - it happened several times during our one week stay that the rear terrace door (which is very easy to access as it's on the ground level) had been left either open or closed but unlocked, at one or more of our three apartments by the cleaning staff. This surely raises concerns if it is done systematically to help others "clean" the rooms of any valuables.
The hotel may look nice on the brochures, but in practise it accommodates way too many guests. What this means is: You have to book everything in advance, preferably already on your day of arrival for the whole week. For example, I went to make a tennis court (there's only one, by the way, and over 1000 guests) reservation on our first morning at the hotel. The first available time was available only on our third or fourth day. For some reason the tennis court & other activities are only open from about 10 AM to 5 or 6 PM, which also affects the amount of things you can participate.
The same thing with the included two a'la carte dinners - tried to make a reservation for one mid-week and barely (in this case we actually received good service) got one for our last evening at the hotel. The other "inclusive" a'la carte dinner we could not use then.
Overall, it seems the staff the at hotel have very strict instructions how to react to different situations and they have absolutely no room for own thinking or reacting differently in some cases. One more example of this - it is only possible to change the pool towels to new ones during couple of hours during the day. Even then you have to have the original receipt with you, or the personnel will not let you do the change. Even if they could clearly see that they are the same kind of hotel towels.
Some other minor notes:
- There are two almost identical buffet restaurants in the hotel. However, the second one will only be opened once the first one is packed full (meaning 10m+ queue outside the restaurant just for getting a table). Eating at the restaurant is a pretty chaotic experience with the amount of people moving in all directions.
- The pools, especially the warmed one, were OK, also the rope climbing was nice however that also had to be booked at least one day before
- The view from some of the apartments towards La Gomera is excellent.
- The hotel feels like a huge tourism factory - over a thousand guests, lots of queueing and lots of hassle.
The Los Gigantes itself was a positive experience and we could visit the town again, but I would not recommend this hotel to anyone because of the bad hygiene in the restaurant. We travel regularly around the world about 4-5 trips per year, and this was the first time anyone got sick from a 4/5 star hotel restaurant.
- Official Description (provided by the hotel):
- Be Live Family Costa Los Gigantes has been designed down to the smallest detail for familes and couples wishing to spend their holidays in an incomparable location, enjoying our excellent facilities to the full. Superbly located in Tenerife South, it enjoys spectacular views over to the island of La Gomera and the Lod Gigantes cliff. 500 Meters away from Plaua La Arena beach. This hotel has the ISO 14001 Certification, as a result of its effective environmental management system. ... more less
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- Also Known As:
- Luabay Costa Los Gigantes Hotel Puerto De Santiago
- Costa Los Gigantes Hotel
- Be Live Family Costa Los Gigantes Tenerife/Puerto De Santiago