"Let me start by saying I was travelling solo. Before my trip, I emailed the hotel to let them know that I would be travelling alone as a woman on my own and that I have some health issues. I wanted to introduce myself and tell them how excited I was for my holiday.
Looking back, the lack of communication should have been my first red flag.
I absolutely love Lanzarote and have been coming here every year for the last three years since my sister passed away and my dad died a year later. This island has become very special to me. I had walked past the Alexandre Grand Teguise Playa many times and had even been picked up there for excursions, so I thought I would treat myself to a Superior Sea View Room.
The room itself was lovely, and I cannot deny that the sea view was beautiful. But how can it not be. However, I was given two single beds pushed together rather than a proper double bed. The beds constantly separated during the night, and I kept falling into the gap between them. I informed reception that I was due to have surgery when I returned home and was already uncomfortable, but I was simply told to put a sheet across the gap. It wasn't ideal, but ultimately that wasn't my main issue with the hotel.
What I found most disappointing was the way guests are treated.
There was no warm welcome upon arrival. No excitement, no friendliness, just "sign here, here's your room." The gentleman who checked me in seemed as though he couldn't be bothered and simply wanted me out of the way and up to my room. As someone who had been excited for this holiday for months, it was a very disappointing start.
Unfortunately, that same gentleman was involved when I later experienced a medical emergency.
I have never had such a severe pain flare-up while on holiday. I am currently awaiting gallbladder surgery and became extremely unwell. I spent around 10 hours in agony, vomiting, convulsing, unable to walk, move properly, or even look after myself. The pain continued for over 24 hours. I was travelling alone, frightened, and genuinely worried I might need to be hospitalised or fly home early.
I called reception repeatedly begging for help. I asked for water and toilet roll. I explained that I was very ill and crying in pain. I rang four times over a ten-hour period.
I was repeatedly told that I could not have any water because guests only receive one complimentary bottle upon arrival.
I honestly could not believe it.
I was all-inclusive, severely unwell, had barely eaten anything all week because the food was so poor, and was simply asking for water while sick in my room.
The following afternoon, after being ignored for so long, I called again and thankfully spoke to a wonderful lady on reception. She was the only staff member who consistently showed kindness throughout my stay. She immediately said, "Of course I'll get someone to bring you some water."
Within minutes, I had two bottles of water delivered to my door.
Why this simple act of kindness was refused by another member of staff while I was clearly distressed and unwell is beyond me.
What made it even worse was that I spent three days of my seven-day holiday confined to my room because of how poorly I was. The only person who really showed any compassion was one of the cleaning ladies. She brought me extra towels and quietly handed me an additional bottle of water, saying, "I feel so bad for you, let me give you one more bottle."
That simple act of kindness meant more to me than she will ever know.
As for the food, unfortunately it was absolutely terrible.
I paid for an all-inclusive holiday, yet I barely ate. I don't drink alcohol, so I wasn't using the premium drinks or alcohol packages. I was there to relax, enjoy good food, and take care of myself.
I visited the restaurant once for dinner and twice for breakfast. Other than that, I simply couldn't face the food. The only thing I genuinely enjoyed during the week was the chips served in the afternoon.
I actually returned home having lost weight and was taken straight into hospital.
Throughout my stay, I spoke to many other guests, and at least ten people told me they felt exactly the same about the food.
The one thing I will praise wholeheartedly is the entertainment team.
The girls around the pool were absolutely fantastic. They worked incredibly hard, were friendly, energetic, and genuinely helped make my holiday more enjoyable. They deserve recognition because they are a huge part of what keeps the atmosphere alive during the day.
The evening entertainment was also excellent, with some fantastic singers, bands, and performers.
Alongside the wonderful receptionist who helped me and the hardworking cleaning lady, they were the highlights of my stay.
Unfortunately, most of the other staff I encountered seemed uninterested, unapproachable, and unwilling to go the extra mile for guests. I only met one gentleman who genuinely appeared happy in his job and consistently polite to everyone.
I also found it strange that an all-inclusive hotel does not provide fresh bottled water in guests' rooms each day. In reality, there seemed to be very little difference between all-inclusive and half-board, and the so-called "Super All-Inclusive" package simply appeared to offer premium alcoholic drinks. In my opinion, it is not worth the extra money.
The hotel itself is beautiful. I loved the plants and gardens, and the location is fantastic, which is why I chose it in the first place. I think the pond area could benefit from more fish, making it a more enjoyable feature for guests relaxing nearby.
What saddens me most is that the hotel knew in advance that I was travelling alone, that I had health issues, and that this trip was emotionally significant because I was visiting around my sister's anniversary.
I had also been told that a birthday song would be arranged for me, but that never happened. Instead, I found myself sitting alone with a coffee, quietly crying, until a lovely group of fellow guests came and sat with me. When I mentioned it to staff, all I received was a quick apology.
I still managed to make the best of my holiday because that's who I am. I refused to let the situation completely ruin my time on an island that I love so much.
However, I have never cried so much on a holiday, and I have never felt so unsupported while travelling alone.
I would like to personally thank the blonde lady on reception who showed genuine compassion when she realised how ill I had been, how distressed I was, and that I had been left without water for such a long period. She was incredibly apologetic and kind.
Sadly, by that point, the damage had already been done.
I left feeling as though I had wasted £1,400.
I have stayed in many hotels across Lanzarote and have never experienced anything remotely like this.
My advice to management would be simple: work on your communication, your customer care, and your welcome.
Guests choose your hotel because they are excited for their holiday. Whether someone arrives late at night after a delayed flight or checks in during the day, they should still be welcomed with warmth, kindness, and a smile.
A beautiful building and a great location can only take you so far.
People remember how you made them feel.
Unfortunately, that is what I will remember most about this stay."
