Beatriz Costa and Spa

We went as a group of 7 and had three rooms which the hotel put all side by side which was great (review of one room). The restaurant staff were even kind enough to reserve us a table for the duration of our holiday so we could all sit together which was great, and the hotel even knew if was my birthday and turned up with a small drinks hamper, which was a nice surprise! Now there are some good strong points, and some bad. I will run through the good first...

The hotel inside has some incredible decor, with some open glass lifts (great for photographs), a nice spacious pool area that includes a warm heated pool (excellent), and a number of activities around the site such as crazy golf, a giant chess set and a play park for the kids. The bedrooms were freshened up daily, with beds being made and fresh towels delivered. Whenever we turned up at the pool area we never struggled to find some sunbeds, but they weren't necessarily always close together. The entertainment seemed ok from what little I saw of it, although admittedly I did spend a lot of time watching the world cup instead. We were on the second floor and there was some noise from the entertainment at night, but it didn't bother us, and by midnight it always quietened down. I did enjoy San Miguel being part of the all inclusive, which included the alcohol free variety. The reception staff seemed always friendly and willing to help, and there was a free bus service that went to the local town a few times a day. We didn't use any of the spa areas so cannot comment on those.

I will run through some of the bad points we experienced, and hence the lower star rating:

1. There were significant problems with our room. The moment we got the keys and opened our door, we were greeted to a plastic panel that had fallen to the floor from the electrical junction box - broken clips which could barely hold it in place. The next thing I noticed was the balcony door handle which was completely loose - screws rattling. The cupboard door where the fridge was had no screws in one hinge. Even the handle to our entrance door rattled like it was loose. The final straw came when one of the heavy wardrobe doors came completely off the rail and I had to rest it on the floor.

Now the room itself was large and spacious. I couldn't fault the bathroom either, as it had two sinks and even a bidet. But the main room was very dated, with carpet chewed up in some places, battered plaster on the walls and even a hole in the chair. A simple audit of the rooms before people came would solve a lot of this. In the end I wrote a list, handed it into reception before dinner, came back and most of what could be fixed was sorted. I do understand that the hotel is undergoing refurbishment of the rooms, and the top floor was partially closed off for this reason. (Didn't hear any noise during stay)

2. The Restaurant. Now there are two points to talk about here. The first, as every other review says - the food was very repetitive. Now food tastes can be a bit subjective, but I've been to a few all-inclusives before, and this one I felt was more bland and monotonous than others, in the way that I already knew exactly what I was going to have, before I even stepped foot in the restaurant - and when you feel that way, it kind of speaks volumes of what is available. The flavours of some of the food items I found to be lacking, and even the grated cheese that was there to put over the pasta was a rather bland type of mild cheddar. The good points were that there was always lots of food which was frequently replenished, and fresh salad was always available, as were a variety of freshly baked breads. The food preparation areas were nice and clean too.

The second bad part is the cleanliness regarding the crockery. Every time in the evening that I went down to the restaurant the drinking glasses were filthy. I can tell they have been washed inside a dishwasher that isn't bringing them out clean. I would always have to walk around before I sat down, just checking glasses on other tables to see which was the least dirtiest to use - once or twice you might not mind, but every night for 11 nights is a big problem which needs to be addressed.

3. Queues outside bars and pool bar. There were always large queues outside during busy periods in both areas, which is to be expected - but there was only ever one person serving. The poolside bar frequently had people queuing all the way outside - and having to queue in the heat for a small cup of soft drink every time you needed a drink is not ideal - I couldn't understand why the pool bar at least, didn't have a self service drinks machine that would ease this pressure, instead of one worker being rushed off his/her feet all the time. There was a 1 euro refundable charge for the small plastic cups, which I can fully understand seeing as the wind would blow the empty ones away - hint bring a towel clip, or the shops here do sell them.

4. The onsite shop. This place was open in the evenings and did stay open quite late, but it only ever sold a few odds and ends - some small souvenirs, beach bags and clothing ect. But seeing as the nearest shop to the hotel (Spar shop) is a good 15 minute walk away, you would think it would make good financial sense and also benefit the guests, by stocking key essential items such as big bottles of water, snacks and UHT milk to make hot drinks in the rooms.

TRAVEL AGENT EXPERIENCE DONT WASTE YOUR MONEY!!!!! Glasgow, scotland

Im currently here about to leave for airport as thats my 10days up.

-Basic hotel that needs a serious upgrade. They never once told us there maintenance work getting done. We were on the 5th floor and everyday without fail they would turn the electricity off and no one would tells us. when we asked at reception when will the electricity be put back on they couldn't tell us. It was always when we were going out in the am.

• food very repetitive, bland and not always labelled as to what it is your eating. Dont go all inclusive as its a waste of money iv been to many hotels that offer more than what was on offer here- no ice cream and snacks were basic, either small rolls with meat or chips and soggy looking doughnuts. We ate out either at cactus jack 15min walk from hotel get the bus no3 from h10 lanzarote gardens hotel approx €3 for 2 pp or a taxi to the square approx €5.60.

-Pool area was the only decent thing about this place, just watch out for the guy pool attendant who takes away your cups even if theres drink still in it,,,,

-Entertainment/ bar Cant comment on entertainment as we were always out, the bar area i would say when we did have a look there was a funny odour like dampness or mould from the carpets/decor just not my taste and put me off.

Pros/cons

NOT a 4star hotel like they claim

Room Found an army of ants in the room and a cockroach and on two occasions had to ask for the room to cleaned throughly because it was all over the floor near the patio doors, fridge and on our bedding.

Had to complain about the bedding as there was blood stained bedding on partners side of bed, on two occasions the towels weren't replaced i had to ask reception for clean ones or we didnt get anything at all.

Communication Last day off the holiday and im having to shower in the pool!!!! I couldnt wash my hair or use shower products. No toilets in the hotel are flushing and i cant even wash my hands! How degrading is that. We were offered to use the spa which i prepared to use but of course the electricity was off - no water and no light… i told reception staff this and his answer was use the showers at the pool. thats why i ended up in the pool as none of the showers at the pool area was working either.

Staff/reception Absolute disgusting behaviour from hotel reception they couldn't have cared less!!!! Like most UK residents i have worked all year to save up for my holiday with my partner im just so angry at the lack of communication from hotel staff!

I go to lanzarote regularly i know the area very well, so the hotel and location was not the issue and the food didnt bother me too much as i know quite allot of decent restaurants and takeaways nearby.

As a travel agent I wouldn't recommend this hotel -especially if your a family with kids its a waste of your money.