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Reviewed April 4, 2018 via mobile

Just arrived back from our 3rd visit to this hotel and sadly it will be our last. Something has changed to the vibe in the hotel and they just seem to be cutting corners and not taking as much care or effort as they did the previous two years.
As returning guests last year we had a lovely note in our room and a big bowl of fruit with a bottle of cava. This year- absolutely nothing There wasn’t even a “welcome back” greeting despite having it on their system.
Our room in M block was tired, run down and definitely in need of some tlc. The toilet had come away from the wall and rocked every time you used it. The light fitting next to the bed was hanging off and v dangerous but worst of all was the smelly air con. Throughout our stay it just stank of men’s urinals. Maintenance did try and fix these things but they need a proper sort out not just a ten minute job.
We have always stayed in M block and been satisfied but this time, I wish we had gone to the newer rooms.
Staff- everyone in reception (apart from David who was excellent) looked fed up and could hardly raise a smile. No one asked if we had had a good stay or even said Goodbye as we left. The waiters in the restaurants also looked fed up and couldn’t be bothered to engage. German,Sandra and Marlene were the exceptions here- thank goodness!
Entertainment staff- they tried but shouting really loudly does not make us understand you any more clearly. The Easter egg hunt (which was always our fave activity) was a shambles. The main woman Alyessia was dressed as a chicken, strutting around and throwing eggs everywhere. Then, 15 mins later than scheduled, she just let the kids dive in and have a mad scramble. No organisation at all (last year it had been done in age order so the smaller kids got a chance to find eggs before the older kids came in), Alyssia then TOOK AWAY some of my son’s eggs that he had collected, threw them back out and made him cry- not good practice at all. So upsetting -but she was so absorbed in her own world. Kids club had 40 kids in it one day and only one adult in at one point- because of this, they couldn’t do the sand art as advertised. Is 40 actually allowed? Fiamma and Erol were lovely and really did try but as an ex primary teacher it definitely lacked the structure and organisation of the last two years.
Finally the food- cold cold cold. What has happened to the food? We didn’t have a hot meal all week despite getting into the restaurants early doors. They served sprouts two times that weren’t cooked in the middle and still frozen. The cake selection at lunch was hilarious- on one day the same orange cake had been put out eight times with Nothing else!!
The snack bar at the quiet pool did some lovely paella one day but the next day the paella man had gone and two women were in charge- the food was a shambles. COMPLETELY FROZEN sweet corn in a tray that looked like it had come straight from the freezer. Chicken nuggets that were still pink in the middle. I asked the woman for more pizza and she said “ there is already some in there”. It was hard, dried up and had no topping on. She didn’t care and the whole area was filthy with spilt Pepsi on the serving areas and chips all over. This place has a huge problem with flies- is there any wonder? The tiny plastic cups that are scattered everywhere made me angry Take your own cups and save the environment as they are so small that people must get through hundreds each day.
The pools and the kids activities ( high ropes- amazing staff there) were fab. The entertainment was good but we have seen a lot of it before so it lost its magic a bit. Lovely Cecile the Sun care lady is so nice- she genuinely cares about your skin. The spa is fab as always and we enjoyed that.
I am glad we got a good deal but a family we met had paid nearly £4K for two weeks and they weren’t impressed either.
It is an extremely busy hotel (and it was totally full) but the lack of customer care and certainly that valued customer feeling was not there.
We’ve had some good times at this hotel but sadly this wasn’t our best experience. This is a totally honest review and I am writing it feeling quite sad and disappointed. It’s great for families and if you do get a cheap deal then great. Next Easter it would cost us an extra £1000 more than we paid this Easter. It’s definitely not worth that extra.

Date of stay: April 2018
Trip type: Travelled with family
Thank JHall50
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Be Live F, Director de Relaciones Públicas at Be Live Family Costa los Gigantes, responded to this reviewResponded April 6, 2018

Dear JHall50,

Thank you for taking the time to write your opinions and comments regarding your stay with us.
We regret the hotel did not entirely meet your expectations and would like to let you know that we take note of each and every guest´s observations, complaints and suggestions, always with the aim of improving.

Concerning the problems in your room, we have a technical service staff working everyday to solve this incidents. We imagine you might have reported it, and could be fixed immediately. Anyway, we want to let you know that we are already updating some blocks, and in a near future will be time for M block also. As returning guest, you know our hotel doesn´t close during the whole year, and we cannot block rooms as fast as we would like.

Regarding the staff, from past years to this one, the 90% of the staff is the same from other years, as you have mentioned, we have change the animation team, all of them work very hard to give he best service to our guests, but we regret that in spite of everything you were not satisfied with the attention you received in general.

With reference to your comments about the food, our kitchen staff must take temperatures of every meal, and they keep it in hot trays until the delivery moment in the buffet, where we have heat plates to keep the temperature over 70 degrees. This has been our work system from long time ago. We feel very sorry that you have found a problem on this also this year.

We want to apologize one more time because you didn´t meet your guest´expectations this time, and hopefully you will give to our hotel another chance. It will be our pleasure to welcome you back.

Kind regards,


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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 4, 2018

Fantastic hotel and staff that really so go above and beyond for you!! This is our third stay and we loved it just as much if not more than our other stays. The hotel is very wheelchair friendly. We were very grateful for the low level room by the pool for our son. The bottle of prosecco and the welcome back card was a lovely touch too. We really have no complaints at all. The entertainment day and night were great for all ages. The food was always fresh, plenty choice! Thank you for another amazing stay.

Room tip: Block K L M are fantastic for the entertainment pool.
Date of stay: March 2018
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Be Live Hotels
Thank Hayley P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Be Live F, Director de Relaciones Públicas at Be Live Family Costa los Gigantes, responded to this reviewResponded April 5, 2018

Dear Hayley P,

Thank you for taking the time to leave a comment about our hotel.

We are very happy you chose our Hotel Be Live Costa los Gigantes for your holiday.

Thank you for your kind comments and we hope to see you again!

Kind regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 4, 2018

Everything was great, the food, the weather, the pools, the staff, the room and the view. The only not so great thing is that the hotel is located in a village and it takes a one hour taxi drive to Siam mall and one hour and forty five minutes to the Loro Park, which is not easy with two small kids. Also It takes about one hour with taxi from airport to reach the hotel.

Room tip: In some reviews, guests mentioned that beds are hard, but I think they were comfortable and I liked them.
Date of stay: March 2018
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Be Live Hotels
Thank 4m0ni
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Be Live F, Director de Relaciones Públicas at Be Live Family Costa los Gigantes, responded to this reviewResponded April 5, 2018

Dear 4m0ni,

Thank you very much for the excellent comments about Be Live Family Costa Los Gigantes Hotel in your recent stay.

Thanks for the positive comments about our fantastic and helpful staff. Thanks also for the good comments about our great buffet and immaculately clean. These are great comments which help us to continue growing and providing our customers the best of us. I personally tell to all the staff your good comments about the Be Live Family Costa Los Gigantes Hotel.

Thanks for recommending our hotel and we are looking forward to welcoming you and your family once again.

Yours Faithfully,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 3, 2018 via mobile

Just got back from a fri-tues break with two friends, we all shared a stunning sea view room, with a large balcony. The hotel complex is huge but beautiful and stunning, pool areas are lovely and plenty of space. Food is great, staff are lovely, gym is spacious (no air con). The indoor pool is not free to use.
The only downside is the area, if your looking for a lovely resort and lots of shops then this isn’t the place to go, it was a ghost town and shops was closed. We visited Highland Paddy just 5mins from the hotel, this is the pub to go for a fun evening and don’t expect to leave early, staff are lovely and as three women we felt so comfy in a mainly male staffed pub. Highly recommended

Date of stay: March 2018
Trip type: Travelled with friends
2  Thank Ladykane1982
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Be Live F, Director de Relaciones Públicas at Be Live Family Costa los Gigantes, responded to this reviewResponded April 4, 2018

Dear Ladykane1982,

Thank you very much for your kind comments.

We are glad to know that you enjoyed your stay with us and that it has been a good choice for your vacation. It is always a pleasure to receive positive feedback about the hotel and our team.

We hope and wish you to come back soon.

a cordial greeting

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 3, 2018 via mobile

We had a nice holiday but there is no way this is a 4 star plus hotel.
Positives:
Warm pool, plenty of sunbeds.
We had a superior room which was nice, we saw a standard room, this was so run down.
Great to have a little softplay area, shame the water park bit was out of order for the whole week we were there.

Negatives:
The food is bland and cold or heated so much it's dry. The juice and coffee out of the machines is disgusting, the evening cocktails are out of a packet slush puppy type machine and are so watery and synthetic tasting I couldn't drink them.
The kids disco was great but it was the same every night, even down to the same jokes.
The buffet was so busy and noisy that we could barely have a conversation.
The hotel looks really shabby in areas, paint peeling, rusty metal, lifts not working, cracked tiles, outside tables that are peeling.

We had a good holiday in spite of this, although we got a good deal on it, if we had paid full price I would have complained, we have stayed at much better 3 and 4 star hotels. I would honestly think twice about staying here unless it's a cheap deal.

Date of stay: March 2018
Trip type: Travelled with family
2  Thank mariecblake
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Be Live F, Director de Relaciones Públicas at Be Live Family Costa los Gigantes, responded to this reviewResponded April 4, 2018

Dear mariecblake,

Thank you for choosing our resort for your stay and for sending us your feedback. We are very sorry that your experience did not met your expectations. We have taken note of your comments and we will use them to continue to improve our service.

The Buffet Restaurant of the Hotel offers a big choice of different kind of meals which changes daily and every service. The Restaurant apart of international food also has available six theme nights, a variety of cheese and salad stations, fish and meat dishes, pasta and rice apart of the desserts and ice cream. The buffet is based on show cooking and hot stations enabling the guest to decide the cooking time of their meal providing fresh food prepared at the moment. Apart of this, there is also open the Snack Bar with a large choice of dishes. Constantly the Hotel does changes in the menus and adds new dishes in order to improve the quality and variety.
We are sorry to hear that our gastronomic offer did not meet the guests' expectations. We understand that taste is a personal matter and due to this the Hotel offers a large variety of both, international and local food to satisfy the preferences of all the guests.

Finally, I would like to mention that it was our pleasure to have you in our hotel and of course it will be on future occasions

Kind regards,

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