What to expect
- Sleep Quality
Last 5 reviews
Just arrived home from a fantastic weeks holiday in this amazing hotel we had fab weather and totally enjoyed every aspect of our time at this resort the hotel is amazing and staff were fantastic . This holiday was a surprise Xmas present from my son for me from minute we both arrived at the hotel we were treated amazingly every member of staff we met with were polite helpful and very kind . The food was amazing in all the restaurants the whole complex is spotless . Our room was lovely looking over the pools we met some lovely people I would highly recommend anyone to try this hotel you won’t be disappointed .
Absolutely incredible stay
We arrived on Jan 9th, on arrival our bags was swiftly taken from us and we was seated with a Prosecco. We was quickly checked in and taken to our room. Prior to arrival, a few days before I had taken a fall down the stairs, so I had emailed the hotel ahead and asked if they could accommodate us with a room that was pretty central., and they absolutely did! We had an amazing room, with a great location. We upgraded in resort to preferred club too. This meant we could use the preferred club lounge and pool, unfortunately as it was such a walk down steps, we opted to not use it, but towards the end of the holiday we was told a way to get down using lifts. So if you are not massively able bodied, there is ways and means around it . The preferred lounge up near reception, make sure you try some of the little chocolatey desserts! they are fab! First of all the thing I would like to emphasise the most is, is that its the staff who make the resort . As it is still relatively new to the secrets brand, they are just getting to grips with things, however, they still do their best for you. Everyone we found was super friendly and helpful. Chloe in guest relations couldn't do enough for us and was incredibly helpful. We also dealt with Konte, and another lady on concierge I can't mind her name. Pedro at breakfast was amazing, and Christina, and all the staff at barefoot grill during the day was fab. Also Miguel who served us in the restaurants and Louis who was in the piano bar was all incredible for the whole duration of our stay. A couple of days in we started to get pool waiter service, which was great as it saved faffing going to the bar and waiting in the queue. The barefoot grill, they make AMAZING mojitos too, so be sure to try one! If you are on unlimited experience (UE) you can use any of the a'la carte restaurants in the evening with no extra charge. A couple of nights though we went in to Puerto del carmen, for a change of scenery. As the main avenue in PDC is one way, I would recommend asking to be dropped at the fariones apartments or the biosphera shopping centre and walking down to the main strip. it'll only be about 8euro then. We ate in all a'la carte restaurants, but portifino was by far my favourite, the mushroom risotto - just wow!. They also offer the known secrets experience of order whatever, so If you fancy 2 starters, have 2 starters. Also the sushi at gohan is amazing! Be sure to try to tempura maki. There is also the coco cafe in resort which you can use as part of the UE. The marina isn't far away and nice 10 minute walk to it. Down there is an array of bars, restaurants and shops. Also the beds are ridiculously comfy, we chose some super comfy pillows too, I slept so well. Overall we absolutely loved the resort and all the staff that was there, they genuinely cannot do enough for you. Considering its a recent take over to secrets I think they are doing really well, and it can only get better, they really aren't far off now. Ignore any negative reviews, honestly. we have stayed in many resorts across the Caribbean, we have never done Spain all inclusive as usually its so limited, but genuinely here you get so much extra included! If you go to new resort and start snagging in your room problems, then honestly, just go get a drink and sit by the pool & relax! you are on holiday! There is a group on Facebook with loads of info too, just search secrets Lanzarote. Thanks guys for such a lovely stay x
Just to add to my wife Rachel's comments further down Beautiful resort, Beautiful staff, little things easily rectified Do look for the little bolt holes that don't say "preferred club only" for sunbathing like on there roof, you'll know what I mean when you get to this quiet peaceful resort with a 10 min romantic walk to a small beautiful harbour In the evenings or €9 euros to Carmen
After xmas chill
Hotel rooms are great very clean and modern, pool areas were very good, and plenty of sunbeds are provided lots of choices of eating areas and the staff were very friendly and went the extra mile especially the guest experience team, The location also good for shopping and exploring. Over all we were looked after very well and we will definitely be returning
Not a 5*, arguable 4*, definitely 3*+
Moved after 3 days to Iberostar (look for my post on Iberostar Lanzarote Park, which was brilliant) as the experience here at Secrets was truly awful. Just got fed up with poor experience, service, chasing for things to be done, and general all round failures (apart only from bar and gym; both were excellent). The experience issues are now in hand with the tour operator, as failure to achieve almost ruined our week away. I am still awaiting a reply from Secrets GM (sent during my stay) to an email, but he apparently wont be bothered to engaged with paying customers ! The Customer Experience Co-ordinator did her best to try and rectify faults, but was repeatedly let down by staff not performing. The building is 5* in fabric terms but has so many faults and H&S issues, a number of which were addressed after highlighting to management; but I was on holiday and not my job to do a snagging / fixing report. The front desk admitted they were still learning after opening in November (following a 3 / 4 month refurb programme); but I am not happy paying to watch them learn from my wallet. The food was 3* not 5*, limited in choice, and whilst we were on all inclusive were directed on menus to pay supplements....which on challenging they disappeared and were told not applicable. This a prime example of staff not talking to customers and explaining things and / or do not have the correct menus in place. General failure examples......poor communication by staff on what is / isn't available. Restaurants / activities do not open every day or start on time. Examples include waiting 15 minutes and numerous people involved to be told there is room service available not from a hard menu but to be ordered from the room via digital pad. We moved rooms on day 2 with complaints about the existing room (actually 2 items had to be told 3 times to be addressed). The room given was an upgrade and whilst was nice it still had to be snagged. An amorous afternoon interrupted by the door being taken off to get a table through it. I half expect the staff to reply to this post, and will open another to update you; as TripAdvisor only allows a post and hotel response once. Photos and more detail available, but you will surely get the gist of this is a place to avoid.
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