"ABUSE and THEFT
During our stay at Lago Hotel, we experienced several serious issues that were not handled properly.
On April 22nd, we had an incident at the pool, at the sunbeds where we had stayed and left our towels before going to lunch. When we returned, our towels had been removed, and our sunbeds had been occupied by other guests who were using multiple sunbeds at the same time. From later discussions, we found out that these people had waited approximately 15 minutes before removing our towels, which is about the amount of time we could have been away even just going to the bathroom in case there was a queue (which happened daily anyway).
When we returned and saw the situation, we tried to discuss calmly and resolve the issue. There was one woman on every 2 sunbeds, without a child, without a husband, just one woman each, and there were 3 women in total. One of the women was occupying two sunbeds with a shirt. I politely asked her 3 times to remove her shirt so that my husband and I could occupy ONE sunbed TOGETHER. She said she would not remove her shirt, even though she had thrown away our towels, so I politely took her shirt and handed it back to her. After warning you 3 times and you still refuse, what do you expect me to do, sit on your shirt? We tried to resolve the situation as normally as possible, but it was impossible. At that moment, that woman reacted extremely aggressively, started screaming, and attempted to physically attack me. I am not from the jungle, and I believed we were staying in a respectable hotel, so I chose to contact customer service instead of responding in the same way.
The situation escalated rapidly into aggression, screaming, and unacceptable behavior from those individuals. We have video recordings of the incident, and there are also recordings from the hotel’s own system that can confirm the events, and we requested intervention from the staff, but there was absolutely no resolution.
In the following days, the same guests continued to verbally insult and threaten us, including in the presence of a small child. We reported these situations to reception and requested intervention from security and the police, but no action was taken. At another moment, there was also a direct confrontation between one of these guests and my husband, also filmed by us, which included threats and intimidating behavior, after which we went to reception and requested that the police be called. At that moment, these aggressors gathered in a group of over 15 people and continued their aggressive behavior, making threats and claiming that they were “important people”, that they had connections everywhere, and that we could meet them in Romania or Lithuania to “solve the problem”. They even refused to provide a phone number for a direct discussion where they wanted us to meet them, even though we explicitly requested this in order to clarify the situation. I am attaching photos of the 3 main individuals. The woman in blue is the one who attempted to hit me, the man is the one acting tough and wanting to meet us in Romania or Lithuania to solve the issue directly, and the last woman was the one constantly shouting and insulting us.
The solution offered by reception was not to call the police, as we requested, but instead to threaten to throw us out of the hotel and demand the deletion of the video recorded by my husband. Obviously, the video exists in multiple places. If I am verbally abused and there is an attempted physical assault against me, I have every right to film.
Later, we found out that one of these individuals, specifically the same woman who attempted to physically attack me, had not informed her workplace that she was on vacation. After the incident video and the correct explanation of the facts were distributed in a private Facebook group, her colleagues found out about the situation, which likely contributed to the aggressive reactions and escalation of the conflict.
On another day, we clearly left the “Do Not Disturb” sign on our room door. Despite this, housekeeping entered our room without permission. After this happened, several personal belongings had been moved or thrown away, and a razor worth approximately 70 euros disappeared. We received no compensation and no clear explanation.
The only justification offered by customer service was a power outage. However, we later found out from other guests that the interruption lasted approximately one minute and was barely noticeable. We explicitly requested video recordings proving that the housekeeper entered the room exactly during that one minute, but this was not provided to us, and we received no clarification whatsoever.
During our stay, we lost a huge amount of time from our vacation discussing with customer service and waiting for solutions both regarding the abuse situations and the disappearance of our belongings, to the point where realistically we should have been compensated ourselves for the wasted time spent trying to resolve the problems created by the hotel and the situation at the location. I honestly tell you that we lost at least 3 half-days at reception simply trying to ask to be left alone, because we did not come on vacation to be abused. We believed we would be staying at a 5-star hotel, not in a jungle with animals.
Throughout the stay, we repeatedly requested to speak with a manager. We were told that no manager or senior manager was available and were constantly postponed without any real meeting, only vague indications regarding when someone might be present. At one point, we were even told that we could be thrown out of the hotel and banned, even though we were the ones making repeated complaints and remained calm.
Additional problems also existed regarding the services. At the buffet, the fruit variety was extremely limited, mainly consisting of apples, oranges, and canned fruit. Also, whenever “beef” was mentioned, it was usually lamb in reality, except in situations where “grilled beef” was specifically stated. The waiters who were supposed to come serve water at the table would not come unless you tipped them. Even when asking for still water, sparkling water was brought instead. The beach area called “Maldives beach” is also misleading, because the sand is extremely rocky and hard, causing discomfort when walking barefoot. There are many other issues I could also list, but I believe it is already clear that this hotel is a waste of money.
After these repeated incidents, including violation of privacy, disappearance of personal property, aggressive and threatening behavior from other guests, lack of intervention from staff, and the lack of any real response from management, we consider that the situation was handled in a completely unprofessional manner."
