Hotel Beatriz Playa & Spa in Puerto del Carmen

The staff are rude. I mean, VERY RUDE! Never in my life have I been treated as badly as I was at this hotel.

To begin with, there was a problem with our reservation at reception, as we booked through Booking.com and they made a mistake. I was right. The reservation was right. Booking made a mistake, but it wouldn't affect the reservation itself as I marked to pay at the property. Even after explaining, the lady at the reception didn’t want to understand, wouldn’t listen to us, and simply walked away, leaving us talking to ourselves. I had to call Booking and sort it out on my own. Cancel the reservation through Booking.com and make a new one there.

Then, at restaurant, the staff were even worse. One day at the dinner we sat in a corner because we have a small baby and I was breastfeeding. A staff member came, turned off the light above us, and told us we had to move to the other side. But the other side was full, totally crowded, and didn’t have a table big enough for four people plus a baby and stroller. He didn’t speak to us—just turned the light off and walked away, leaving us talking to ourselves and sitting in the dark.

The following day, another staff member argued with me because we sat at a table for six people, even though we were four plus a baby and stroller. He wanted us to split up into two separate tables of two, which made no sense for a family. He was extremely disrespectful, shouting at me.

In short, if you don’t want to be treated like a dog, stay away from this hotel. The food is NOT good at all, the staff will treat you badly, the beds are very uncomfortable, and the location is poor (there is absolutely nothing nearby, so you’ll need a taxi for everything) —overall, it’s NOT worth it.

The only positives were the spa (expensive, but at least I was treated with respect) and the housekeeping staff (the ladies cleaning the rooms were very nice.

Great Location and it with a few million face lift would be exceptional hotel, but there is just too much maintenance that needs doing. We had a good holiday but it was inspite of the hotel. Food was just about passable, drinks poor. Service from the teams was good and our room was cleaned everyday which was good. Ours was a short stay but if I had to stay longer it would not be an acceptable hotel due to maintenance issues.

This the second time of visiting and like the first, we had a few issues.

Rooms

Pros - Decent size and clean.

Cons - double room was just two single beds put together that slide apart when either person attempt to roll over. Air Con is just noise coming out of the wall. WiFi doesn’t work in room 3068 but works on the balcony and around the pool below, go figure? We’re still waiting for this to be fixed even after checking out.

Seaview only applies to a very small majority of the hotel as very high walls prevent this.

Service - Terrible, staff immediately on the defensive and don’t move an inch to help, accommodate, or show any sort of customer service. Lying comes too easy. Only person that stood out was a lad called Ryan who you could tell wanted to help but was frozen with fear if he did.

We were never wished a good morning or even smiled at when passing through public areas.

Restaurant is just the same stuff lunch and evening meal. If booking maybe just do B&B, but in my opinion seriously consider going self catering that way you can’t be disappointed.

Spa area is nice but again you need to pay for this and even have to bring your own towel.

Location is good for a lot of bars and restaurants and Puerto del Carmen is a nice picturesque 45 min walk away, or 10 mins max in a taxi costing between 5-10€.

Pool is nice and relaxing but I do find it off putting to hear the animation team constantly trying to upsell other services in the hotel, it’s like you’re a cash cow they’re trying to milk for every little thing you have but don’t provide any decent service. You can’t have it both way guys.

I’m not gonna go in to the ins and outs of our main issues but even the holiday rep is pretty powerless to help as the management clearly rule with an iron fist, and this is reflected in the lack of personality within the staff at the hotel.

This hotel would be amazing if a few tweaks were made to the strict policies and if they updated the bed situation.

I will come back to the area just not this hotel.

Post edit since Hotel reply -

The problem is the trust is lost now. You had the opportunity at the time to make things right and accommodate the simplest of requests, yet this was not done. If you are genuine you would reach out properly and speak to us personally. Instead this just comes across as meaningless and an attempt at saving the reputation of your hotels brand. You have our details on file, I await your contact.