"Jet2 & the hotel said because when I was unconscious - the hotel asked if I wanted an ambulance - no complaint is upheld !
Many witnesses said no ambulance was called - lifeguards did not call or offer one - lifeguards only spoke to other hoilday makes because I was out cold! The fact the hotel continues to lie is very worrying! ( now been contacted by 4 others who have had similar incidents at this hotel )
I am aware that I had an unusually bad experience at this hotel, but I still want to leave feedback so that others can plan accordingly.
I am also aware that Lanzarote is a resource-poor island, so I was not expecting luxury. The island did not have its first water desalination plant until 1964, and drinking water was only distributed through the public network from 1965 onwards. Almost everything needed on the island has to be imported at significant cost. However, staff and service are what make a hotel, and unfortunately this hotel lacked both. In my opinion, there was also a serious lack of appropriate medical care following my accident.
Some changes were made after my accident, but the underlying issues were never resolved.
I would also like to thank every English person who spoke to us and helped us during our stay. You were the people who made this holiday bearable.
* I emailed before my arrival to advise the hotel of my disabilities and received a quick reply confirming that the necessary adjustments would be made. They were not.
* Upon arrival, my room was not ready, and we were told to get drinks from the restaurant bar. The pumps were shut, so we had to queue elsewhere for drinks after being on the road since 2 a.m. not a great welcome.
* There were no sunbeds or chairs available, so we left the hotel and sat on the sea wall while waiting for our room. Not a great start.
* Despite advising the hotel prior to arrival that I required a room on the lowest floor, we were placed on the top floor. I requested to be moved and was told they would look into it. They never did.
* We went straight to the pool area. While looking for a sunbed, I slipped on the floor, knocked myself unconscious, and landed in the water. I was helped by several English guests, but the hotel did not call an ambulance, and the lifeguards were not first-aid trained. One lifeguard placed a latex glove filled with ice directly onto my face, which caused ice burns.
* Several people slipped around the pool and on the slope during the week. The hotel put a new warning sign while I was there, not where I fell though.
* later after my fall, I returned to my room. Following several hours of vomiting, I went to find a cleaner for help. She cleaned around me while I was lying on the floor and did not seek assistance for me. ( this is particularly scary as a single mum in a foreign country )
I later went to reception and asked for a doctor. I was told that I should not have sent the ambulance away at the poolside. I did no such thing, and no one reported seeing an ambulance. No doctor attended, and I was not given the information I needed to arrange transport to a hospital.
Had I not still been vomiting and suffering from dizziness, I would probably have stayed and pushed the issue further. However, there was also another couple at reception who were understandably upset because they had been placed in a room with steps despite their son being wheelchair-bound. They were also being refused a room change.
It was only the following day, after I spoke to Jet2, that the hotel brought me a shower seat, as I was still struggling with dizziness. Once Jet2 saw my injuries, I was moved to a lower-floor room. However, the room we had originally been given on Floor 3 was actually in much better condition than the replacement room on Floor 1.
Two days later, I asked reception to call me a taxi so I could visit a doctor. The receptionist did not know where to get one and instead directed me to walk to a chemist.
I have significant injuries, including a suspected fractured ribs and have been offered morphine to manage the pain on my hospital admiration back in the uk.
I found the lady in one of the hotel shops extremely rude. She refused to sell us a swimming aid or inflatable ring. My son could not touch the bottom of the pool, and I was unable to properly support him because I could barely move my right arm following the fall. Once again, other holidaymakers were far more helpful than the hotel staff. I think this was the final straw for my son.
In contrast, the lady in the second downstairs shop that sold clothing and accessories was lovely and extremely helpful, but only found her open on the last night.
I found the food basic and repetitive, with the same options available every day. Given the challenges of importing food onto the island, I can understand the limitations, and it was manageable for a few nights. However, the menu could easily have been rotated more frequently, and it was not.
The location is excellent, and the hotel itself is actually very beautiful. Many of the issues appeared to be related to the building's age and maintenance.
During my stay, I became locked inside a toilet. Several other guests told me they had reported the same problem the previous day after also becoming trapped.
The air conditioning did not work in our original first-floor room, and many of the arcade machines simply took your money without working.
The sunbeds are reserved very early in the morning and run out quickly. While I normally dislike reserving sunbeds, it became necessary because otherwise you would lose your bed even if you only left briefly to use the toilet, as there’s more people than beds.
Overall, the hotel has a fantastic location and could be excellent. Unfortunately, poor customer service, inadequate handling of medical emergencies, and unresolved maintenance issues significantly affected our holiday."
