Lago Resort Menorca - Casas del Lago

"Overall, we really enjoyed our time in Menorca, but we were a little less impressed with the hotel itself. What we liked: We definitely recommend going for the food option with “Lago Coins”, as it gives you the chance to eat at different restaurants around the harbour. Our room was fairly comfortable, and the staff were friendly and helpful. The highlight of our stay was definitely the flamenco performance at Terra Wine Bar — it was a fantastic experience. The pool area was also well kept, with plenty of loungers available. Negatives: Unfortunately, the room was missing some basic amenities. We had to ask reception for toothpaste, which became a bit frustrating, and eventually we just bought our own from the supermarket - dental kit basically came with a minuscule toothpaste. There were also no tissues or cotton buds in the room, and when we asked reception about them, we were told to go and buy them ourselves - such responses even in a “joking/ cheeky tone” was totally inappropriate in a supposedly 5 star hotel. The room itself also felt like it could have been better maintained (bathroom door did not close properly, problems with the shower), and the air conditioning was quite weak. This was particularly noticeable during the warm and humid weather. The breakfast area was another major downside — it felt quite small and had very little air conditioning, so it became very very uncomfortable (heat+overcrowding) Overall, we had a great time in Menorca, but if we came back, we would probably choose a different hotel. Suites del Lago, which is part of the same hotel group, looked newer and better maintained, although with a smaller pool area."

"This is an exceptionally beautiful hotel. We were greeted by a cool lobby that smelt amazing. At check in we were offered a drink, which was most welcome. We stayed in a suite. It consisted of 2 large rooms plus a bathroom. All spotlessly clean. Huge sofa perfect for relaxing. Very comfortable bed and lots of storage, plus a safe. The air conditioning was most welcome and not too noisy, but a little cold at night. There was a fridge and the first lot of contents (soft drinks, beers etc) were complimentary. Water was topped up daily. Also the complimentary coffee was great. Wonderful touch of a sweet treat left in our room every evening by housekeeping. The pool area was fab! We hired Balinese beds for €40, which gave you €40 to spend at the bar. There were beds to use for free, but were very exposed. They were on a gravel surface, which I didn’t enjoy. The pool bar was amazing and the staff super attentive- a lovely bartender with glasses and curly hair. So friendly and seemed to love her job. There were beds in the shallow end of the pool- absolute bliss! Live DJ every afternoon- great vibe. The breakfast was outstanding- such great choice. Plus cava on offer every day. We stayed half board and ate at a choice of 2 restaurants- across a bridge . Food was delicious and my husband, who has eating issues was very well catered for. If you’re a foodie, I recommend B&B and indulge in the amazing restaurants on offer through Gastrohub. The staff were wonderful, especially Genny and the lovely Mireia, who was so warm and helpful. We used the spa- fabulous. We also enjoyed using the gym. Both areas were spotlessly clean. Thank you for a great stay. We will return!"

"Disastrous Experience – 5-Star Prices for Substandard Conditions, Health Hazards, and Dishonest Management We paid €2,867.90 for a 7-night B&B stay at Casas del Lago Menorca expecting a luxury 5-star family holiday. Instead, we experienced a total collapse of basic service, hygiene, and hospitality standards. I previously posted a review about this, and the hotel manager responded by completely downplaying the severity of their failures and was entirely dishonest about their steps to reach a resolution. Here is the unvarnished truth, backed by physical and documented evidence. 1. Unsanitary Room Conditions & Disgraceful Housekeeping Upon check-in, we encountered an active ant infestation. When I first raised this at reception, the hotel simply handed me a can of insect killer to sort the infestation out myself—shocking treatment for a 5-star resort. On Day 3, first thing in the morning, we then found a cockroach in the bedroom. Management explicitly promised to execute a deep clean and have the room professionally fumigated to resolve the pests. They completely failed to follow through on this agreement, leaving our family to sleep in unsanitary and un-fumigated conditions. We have filmed even more ants running around the room this morning. Looking closely at the door threshold, it is filled with caked-on dirt, debris, and dead bugs, proving deep cleaning is nonexistent. Basic housekeeping was neglected; towels were not changed daily, cups were left unwashed, and surfaces remained dirty. 2. Broken AC, Flooding, and Structural Trip Hazards The main room air conditioning was entirely ineffective. This is a widespread issue; today, on the 19th of August at roughly 2:00 PM, we witnessed another young couple at the front desk complaining about their room AC being completely useless. The hotel's "remedy" for us was a portable Daitsu unit. This unit leaked water heavily all over the floor, causing the wood laminate floorboards to warp, buckle, and lift drastically, creating a severe physical trip hazard. Last night, the unit completely broke down, permanently locking out with an error code. 3. Dangerous Food Safety Violations & Intimidation at Kaypa To apologize for the room, the hotel offered us a "half-board upgrade" using resort tokens (Lago Coins). They explicitly told us we could choose to eat in 18 different restaurants, but completely hid the fact that we were restricted to basic, low-quality set menus. Our meal at Kaypa was a public health hazard. We ordered two well-done burgers for our family that were served completely raw and bloody. When sent back, the kitchen simply threw the meat back on the grill and returned it to us inside the exact same blood-contaminated buns. To make it worse, when the staff returned the food, they all just stood back and watched us intensely from afar, which felt so hostile and intimidating that it ultimately left my wife crying at the table. We walked out without finishing. 4. Logistical Mess & Underhanded Compensation Offer When we asked for a functional room, the alternative room had the same broken AC. They then offered to move us to a sister hotel, but the timeline was a complete mess: 3 nights in one room, and the final 2 nights split across separate rooms, forcing a stressful separation from our teenage child. Management then tried to corner us into an unfair agreement using underhanded accounting. We hired Balinese daybeds and charged drinks to our room with the full intention of paying our bill at checkout. Instead, without our consent, they tried to wipe our tab and retroactively deduct €660 from our compensation package to cover it, alongside assigning a ridiculous €300 cash value to the hazardous, unfinished meal at Kaypa. They demanded we sign a strict Non-Disclosure Agreement (NDA) to silence us for a paltry €540 cash return. The Subdirector even tried to count €750 of unspent resort tokens that we openly refused to use as part of our "total value package." When we stood our ground, the manager unprofessionally insulted us, claiming we were "just doing this for money." We have rejected their deceptive internal offers. We have officially forced the hotel management to sign, date, and stamp the official government Hoja de Reclamaciones (Official Complaint Form) on-site. We are escalating this case directly to the Direcció General de Turisme and the Balearic Consumer Board (Govern de les Illes Balears) to investigate their 5-star luxury compliance, structural safety, and food hygiene standards. The manager can try to downplay this text, but they cannot downplay the photos of the insects, the flashing AC error codes, the buckled floors, and the official government-stamped complaint page. Avoid this resort. **Unfortunately I cannot upload videos to this review but my google review clearly shows videos of ants in the room and the flooding ac**"