Melia Costa Atlantis

We stayed for 2 nights in the level junior suite room. We were made very welcome to check in in a level room desk. The staff was friendly, lovely and professional and we waited for the room in the exclusive level lounge. The room was clean, spacious, the ocean view was gorgeous, the room was well equipped so everything was good. The location is excellent, it's not situated in the town centre, but within short walking distance so you have the tranquility for your holiday. The only downside was the level club, the food quality and variety needed some improvement.

Great location… Unfortunately, our experience at this hotel was really disappointing and definitely not what we expected. When we checked in, the staff were quite rude and absolutely nothing was explained to us. We were given no information about the hotel, facilities, restaurants, meal times or anything else. We were left to figure everything out ourselves. What made this even more disappointing was seeing other guests arrive and be welcomed with a glass of champagne, while we received no such welcome. It honestly left us feeling like we were treated differently because we were English, which was not a nice feeling at all. The service at the bar was another major disappointment. My partner went to get a coffee for himself and a fresh orange juice for me. The coffee machine clearly hadn’t been used for a long time and the coffee had completely dried and set, so the staff member had to scrape it out. She then picked up milk that had been sitting out on the side and reheated it. When my partner asked for fresh milk, instead of replacing it, she simply added the fresh milk to the old milk. This is really not what you expect when you’re paying to stay at a hotel. Unfortunately, the food throughout the hotel wasn’t particularly impressive either. We ate at breakfast once and didn’t return! The only food and drinks we genuinely enjoyed were from the pool bar. Which was paid for separately! The pool area was also a huge let-down. We witnessed someone cut themselves on a broken pool tile, and the blood was left around the pool area for days afterwards. The pool itself was also dirty, which was particularly concerning given the broken tiles and the fact that people were using the area every day. There were, however, some positives. The lovely ladies who cleaned our room were absolutely fantastic. They were friendly, always happy and did a brilliant job every day. They were by far some of the nicest members of staff we encountered during our stay and deserve recognition. The aesthetics of the hotel itself are lovely and it has so much potential. Unfortunately, our overall experience left us feeling that if your face doesn’t fit, you don’t receive the same level of welcome or service as other guests. Sadly, we will not be coming back.

The best run hotel in Puerto de la Cruz: amazingly friendly staff, excellent customer service and beautiful decor. Well done!

Amazing hotel. Great location. Fantastic pool and rooftop spa. Staff welcoming and friendly. Lovely lounge bar with nightly entertainment. Good breakfast selection. Sea front location near bars and restaurants. Shopping mall 5 minutes away and shop directly opposite. Cannot recommend this place enough 5⭐️

We had mixed feelings about our stay, particularly because we have stayed at a number of Meliá hotels before and usually choose The Level experience, so we had a fairly clear expectation of the service and standard. Unfortunately, our arrival was disappointing. We arrived at around 12 noon and fully understood that our Junior Suite would not be ready until the 3pm check-in time. However, we still expected the usual warm welcome that we have experienced at other Meliá hotels when staying as Level guests. Previously, we have been greeted with a glass of cava and welcomed by a dedicated member of The Level team who checks us in, explains the hotel facilities, shows us where everything is and offers recommendations for restaurants and the surrounding area. Sadly, none of this happened here. We were simply told to return to reception at 3pm when our room would be ready. We were told our luggage could be stored and that we could use The Level lounge for a drink, but we were essentially ushered towards the lounge with very little explanation of the hotel or its facilities. When we returned at 3pm to collect our room key, the experience was much the same. We were handed our key cards without any real introduction or explanation. For guests who had paid for both a Junior Suite and The Level experience, it felt very impersonal and unfortunately did not create the best first impression. We had also booked half board for convenience, planning to eat in the hotel on most evenings and dine out on a couple of occasions. Unfortunately, after our first evening meal at Ramba, we changed those plans. We found the food extremely basic and lacking in flavour, and in our opinion it did not reflect the standard we would expect from a four-star Meliá hotel. We also visited Ramba for breakfast on our second morning but again felt that the quality and choice were disappointing, so we chose not to return. Instead, we had breakfast in The Level lounge, where the experience was completely different. You can order breakfast from a menu and the quality of the food, atmosphere and service were all significantly better. The staff in The Level lounge were lovely and we thoroughly enjoyed our mornings there. Thankfully, the stay improved considerably from that point onwards. The pool area was one of the highlights. It was always peaceful and relaxing, and we never had any difficulty finding sun loungers, which made such a difference to the overall experience. We also booked the couples VIP massage in the spa, which was absolutely incredible. The treatment took place in a private room and was easily one of the highlights of our stay. I would highly recommend it. There were definitely some very good aspects of the hotel, particularly the pool, spa and The Level breakfast experience, and the staff we encountered in The Level lounge were excellent. However, for us, the biggest disappointment was that The Level experience itself did not feel as special or personalised as it has at other Meliá properties. When guests are paying a premium for The Level and a Junior Suite, those little touches on arrival, the personalised welcome and the feeling of being looked after really matter. Overall, we did enjoy our holiday and the stay became much more enjoyable after the disappointing start, but there are definitely areas where the hotel could improve, particularly the arrival experience for Level guests and the quality of the half-board dining. For this reason we wouldn’t return or recommend to friends.