Hotel LIVVO Koala Garden in Maspalomas

The worst experience we’ve ever had. We arrived on Friday evening and checked into our rooms, the place was an absolute ghost town which immediately set alarms bells. We had two separate rooms, one room smelt like somebody had been smoking in it, either that or it had been fumigated and as non smokers it was unbearable. The other room was even more of a disaster, the shower had plaster falling off the walls, the balcony area had fag ash all over the floor and tables. We travelled with an 8 month old baby and no cot was provided until around 10pm. The cot they provided was absolutely disgusting and not suitable for sleeping in, the staff spoke very little English but we managed to communicate that the cot was not suitable so around an hour later they then returned with another cot which was a bit cleaner but it was broken. We then ended up booking alternative accommodation and leaving at midnight, if we hadn’t have found alternative accommodation we would’ve booked the first flight home in the morning. Honestly this place is absolutely disgusting and needs shutting down, I’ve not even mentioned the pool area, I’ll let the pictures do the talking…

Would never go back here as it was a truly awful experience. When we arrived, we got took to a room that looked nothing like it did on the pictures. Very dirty, unpleasant, dark, outdated and the our conditioning wasn't working. Our room was on the end, so the position of the balcony meant we basically had a view of the wall. We asked could we please swap rooms and when we didn't think it could get any worse, they took us to the most horrendous room I've ever seen in my life. Filthy, mould and rust all over the bathroom, smelly, air conditioning still poor quality and the steps up to the room were covered in litter. At this point, we went to reception as we really wasn't happy (we have never done this on any holiday, ever...) and the receptionists were so rude and dismissive. They told us to come back the next day which we did and was then told there were no other rooms available and there was nothing they could do. So a full day of our holiday wasted and spoiled. After trying to sort things, I had no other option but to then ring our holiday company to explain the situation that I was not spending 2 weeks in a boiling hot dirty room, the company then luckily intervened and ask to speak to the receptionist straight away. Funnily enough, then there was another room available.... an upgrade to a 'superior' room, which there was nothing superior about it, it was just a nice normal room you would have expected in the first place. Thankfully we got to stay in this room throughout the rest of our stay which the holiday company arranged, if not for them taking it seriously we would have been stuck in the original room and probably ended up unwell due to the complete lack of hygiene and heat in the rooms.

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EDIT: Clarification regarding the hotel's response

Thank you for your reply. I would like to clarify a few points for accuracy:

Room category: Regarding our 2-person booking, our original reservation was for a Superior Double Room, as shown in our confirmation. Therefore, receiving a Superior room from the second day onwards was not an upgrade, but the delivery of the specific service we had already purchased.

Initial proposal and refund: The hotel's first proposal was to accommodate all three of us in one single room, because according to the hotel, we were the only 3-person group arriving that day. It was only after we declined this and started asking specifically about the other hotel we were supposed to be moved to, that the temporary apartment on-site was suddenly offered. The refund mentioned was specifically for that first night when we could not stay in our booked room type.

Travel party: While we were given a choice on who would move, our group included an elderly family member. Moving her between rooms or properties mid-holiday would have been a significant challenge, which added to the stress of the situation.

We appreciate the apology and the refund for first night, but we feel it is important for the record to be accurate regarding these details.
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This is our 4th or 5th stay here. We have booked directly through the hotel's website every time. This time, our experience was a disappointment (we booked 2 rooms for 3 people):

+ Friendly restaurant personnel
+ Cats

- Overbooking at check-in: The hotel was overbooked, and they tried to squeeze our party into one room for the first night (plus a refund for the second room, of course). After an awkward conversation & waiting, a second room—which was older and more run-down—was arranged on the "Apartments" side for the first night. They kindly refunded the price of that room for the first night.
- Room requests ignored: Because the hotel is full, they stated that they can no longer fulfill room requests these days. Our request for a sunny balcony (sent by email in advance, and requested again in person on the second day during our mandatory room change from the apartments to the hotel side) was not successful. Unfortunately, from the second night onwards, we ended up in one of the few rooms with a shady balcony.

The staff is likely trying their best. However, this time we were left feeling like slightly second or third-class customers. Break from Koala Garden is in order.