Meliá Costa Atlantis Tenerife — Hotel in Puerto de la Cruz

I have been staying here for 6 years even prior to Melìa taking over ownership when it was the Hotel Beatris. Year on year we have seen a gradual decline in the hotel. This is no longer a 4 star hotel. The reception area and restaurant remain pleasant, much of that is the interaction we have with staff who are great.

However, for a 4 star hotel there are 2 serious issues that need addressing. The rooms are now very tired looking and do not reflect the price Melia commands for them.  For example our room had graffiti writing on the wallpaper at the entrance of the room, the bathroom door was ripped and broken badly on the bottom corner and the shower leaked badly.  Unless rooms are updated and refreshed we will not repeat our stay next time (Easter). Or prices must decrease, which I imagine is highly unlikely. Bathrooms that once supplied complimentary items by the sink such as shampoo, conditioner, sunblock, useful for a late night arrival seem to have vanished (again is this the standard of a 4 star hotel?).  Another problem that has encroached over our years here is charges for items you normally associate with a 4 star hotel as being part of the service. Being charged to use a safe in the room and a kettle per day is frankly ridiculous and is purely a money making scheme and should not be reflective of a 4 star hotel. Charging for our pool towel to be exchanged for a fresh one is something that I feel is incredibly poor from Melìa and again another thinly veiled shakedown of guests paying top dollar to stay already as it is.  4 star hotel rooms without mini-fridges to keep water cool is incredibly frustrating and needs to be addressed.  Although the most impressive ploy to obtain guests money has to be the seaview charge. €25 per night. Outrageous. Since it has become policy we have never had a seaview balcony, even when staff have stated that the hotel is not fully booked. For the first 3 stays here we had seaviews without charge, all we had to do was request it, however since the charge has come in not one room with a seaview since.

Typically we stay for 7 nights at a time and to be asked for a further €175 for a seaview leaves a bitter taste. Upon arrival guests were given a glass of sparkling wine, which after a very long journey was a lovely gesture. This hasn't been the case for years although one suspects a possible money making opportunity if it is to be re-introduced. Maybe as part of the €25/night seaview package possibly?

While Melìa likes to market itself as an incredibly luxurious destination stay it really is not reflected in the actual experience. Year on year returns since 2013 have seen a descent into a tiring hotel with a lack of upkeep. Melìa really cannot justify the exorbitant pricing it charges for the Sol Costa Atlantis.

Despite all the extra charges the cost of room rental has not dropped and actually risen over time I have stayed here. It all feels like a cynical attempt at extracting as much money from the guest as possible and I can wholeheartedly say Melìa have lost sight of guest experience in the meantime; obviously in their never ending quest for increased profits. My check in is now bombarded with prices and policies that should be gratuities associated with a 4 star hotel. It all feels a...

It was a very disappointing stay at the Sol Costa Alantis in Tenerife, Spain in March 2025. Me and my partner were very exited about this hotel, as it’s part of the Melia Group. However, they have few members of staff very rude and unprofessional and in some areas they lack of staff to provide the expected service. ||In our first night, at the bar, we waited for an unreasonable amount of time to pay the bill as no one was at the bar. I proceeded to go to the hotel reception where I was told that the barman was in the toilet and I had to wait. I just wanted to pay the bill to go for dinner. I asked the receptionist (a slim guy with glasses-Guillermo) that I needed to pay the bill. And he was demanding us to wait longer. I asked him again to pay the bill. He refused to charge us. To which I left the bill on the reception desk as I was extremely frustrated. It was too late when I walked away and he asked me for my room number. Moreover, another customer, a lovely lady, was complaining about the same issue. So I was not the only one experiencing this unfortunate event. I gave Guillermo the benefit of the doubt, and I went back to the bar and the barman was there. I asked the barman for the reason of his absence, and the barman told me that he went to get the food for other customers. So the receptionist had lied to us, justifying rudely the lack of staff. I asked the barman to kindly let the receptionist know that he was alone and working, not in the toilet. ||I went back to reception to inform the receptionist that I had paid and that the barman was on his own, therefore they should have an extra person to help the bar to bring the expected service to the customers. The receptionist disapproved my suggestion condescendingly, saying that they did not need more people working there. ||The reason of my complaint is that the receptionist, instead of looking for solutions such as giving the room number to him so he could add the bill to my room, or ask us about our plans last night and come back later to pay the bill, or take the bill with us to the bar so he could charge us, proceeded to accuse me for being uneducated and rude. ||The philosophy of “the client is always right” DOES NOT APPLY at this hotel. I am of the philosophy that the members of the staff should never argue with their clients. They need to find solutions, so everybody is happy and can keep enjoying our stay at the hotel. Furthermore, one of the waiters (Ariam) at the restaurant, aggressively reprimanded us for taking cutlery from another table instead of approaching us to check if we needed anything else. ||I emailed to the management team on sol.costa.atlantis@melia.com, to demand a written apology from both members of the staff, otherwise I would have no other choice than to formally complain to the ministry of tourism and write this facts as a review on all the tourism platforms I can find the hotel on. They did not replied to my email at all. That’s why I’m writing this review. And I’ll report it to the ministry of...

Unfortunately we did not enjoy our stay. I would particularly recommend avoid eating at the hotel buffet, especially the dinner. I got food poisoning and did not eat anywhere else; I had a bad tasting langoustine that night and in retrospect I don't feel enough was being done to separate cooked and raw seafood while cooking. The same night, we were also shouted at by a waiter for inadvertently sitting in an area where he was setting up breakfast dishes at dinner time; he continued to hold a grudge despite us aplologising and served our drinks with anger. There were also a few quality issues, most noticeably the orange juice which was pulp added to sweetener filled juice from concentrate, and the ice cream which was a long list of E numbers.

Regarding hotel facilities, the parking costs €15 per day which we discovered on arrival; as we had not budgeted for an unexpected €135, we parked 10-15 minutes walk away; the immediate area was quite polluted with cars circling to look for parking. The room had a safe and hairdryer but lacked tea and coffee making facilities, iron or fridge. I did get a kettle after I asked for it. One of the sockets in our room blew the fuse on our laptop charger. The pool was only open 10-18; I would really have appreciated a morning and evening swim.

On the positive side, the view from the room was nice (sea view, only one road in between hotel and sea). The bed was comfy, shower good, arm chairs and desk were fine. The cleaners were friendly and flexible regarding time of cleaning. The hotel is very close to a surfing beach so it would be a good location for someone with no car looking to surf. We got good customer service from one man on reception who understood why I wanted to move hotel or at least not eat at the buffet, and was practised in the art of apologising for the customer's experience without admitting liability (surely customer service 101). Unfortunately the manager was more defensive and did not apologise at all for my experience, preferring to point out that I hadn't mentioned the poor service story until after I got food poisoning. I was trying to highlight that there appears to be a problem in the buffet staff which could well have led to both issues. Also I was vomiting and did report the poor service as soon as I was better. A good thing about the hotel is that the bidet is opposite the toilet... Thankfully they did let us leave and allow the tour operator Love Holidays to refund the remaining days; this took a couple of days and a lot of persistence to sort out. I'm so glad we left as we found a much nicer place in a small town for a fraction of the price and were able to eat at...