SECRETS LANZAROTE RESORT

We enjoyed our stay and there was a lot about this hotel that we really liked, although there are a few things that could be improved. Arrival We received a lovely welcome and were offered a drink and a wet hand towel on arrival, which was a really nice touch after travelling. Breakfast & Buffet Breakfast was very good with plenty of variety. The staff were also incredibly quick at clearing and resetting tables. Within minutes of someone leaving, the table was ready for the next person. The evening buffet was disappointing though because of the amount of flies around and on the food. This really needs addressing. Covers over the food and electric fly killers throughout the area would make a big difference. Housekeeping Housekeeping was exceptional and one of the best parts of our stay. I requested fresh bathrobes for the spa through the hotel app and they arrived within 20 minutes. I also happened to be sitting outside on our patio while our room was being cleaned one day and was really impressed by how thoroughly it was done. It wasn't a quick once-over or a rush job at all. Restaurants & Bars There are various restaurants and bars around the hotel, which is great, but overall we found the menus lacked variety and were quite expensive, even with the 30% discount we received. We ended up going down to the marina for majority of our evening meals because there was much more choice and the prices were a fraction of the cost. Oceana was excellent though. Amazing food and service. The only improvement I would suggest would be air conditioning. Bluewater Bar was unfortunately a different experience. Service could be slow and uncoordinated and it's not clear when you arrive whether you're supposed to wait to be seated or just find your own table. We also found Majo, who took our order, quite abrupt and unfriendly. When I'd finished, I went to the bar to pay and a new member of staff explained that I needed to pay Majo. He told her several times that I was waiting but was ignored. After almost 10 minutes she eventually came over and simply pointed the card machine towards me without telling me or even showing me the amount. I found that very unprofessional. It was also clear that the new member of staff was on his first day and still learning where everything was. I actually felt really sorry for him. The Bracelet System This is brilliant! Your bracelet gives you access to your room and other facilities. It's so much better than having one swipe card between two people and having to use the card for the electricity in the room. Such a simple idea but it makes a big difference. Spa Facilities The spa facilities were amazing and we made really good use of them during our stay. Everything was spotlessly clean and the staff were always attentive and helpful. There was a great range of facilities including the sauna, steam room, jacuzzi, infrared beds, biothermic shower and Scottish shower. At €90 for the week, with two one-hour sessions per day, we thought it was excellent value for money and definitely one of the highlights of our stay. Ground-Floor Rooms The patio areas of the ground-floor rooms could really do with dividers for a little more privacy. Entertainment Yolande was fantastic and deserves a special mention. We thoroughly enjoyed her entertainment. Overall, there are a few areas where improvements could be made, but these didn’t take away from what was a really enjoyable stay. The exceptional housekeeping, amazing food and service at Oceana, brilliant bracelet system and fantastic entertainment from Yolande were real highlights for us and made our stay one to remember.

Excellent 5-star experience! Kristina, in particular, has been exceptionally helpful and attentive when helping us plan our day trips. She made us feel very welcome and was always happy to assist. Highly recommended!

Can’t knock the whole place we were all inclusive and preferred all experiences from check in to check out bar staff and restaurants staff were second to none rooms were lovely turn down service at night were totally worth it to mention just a few Pedro Celone and the staff who took bar orders at lobby bar in evening were great will definitely be back

Secrets is such a chilled place to go. You don’t have to make reservations at the restaurants. The pool is easy to get a sunbed on. If you have any questions the front desk will help you. The piano bar is lovely in the evening. The beds are spacious and the aircon is lovely. You get what you pay for and I couldn’t have asked for anymore. The rooms were always clean and the mini bar was stocked up.

4th visit to Secrets, however this time let down. We informed Secrets it was our 25th wedding anniversary and on arrival were given an upgrade. Questioned upgrade and asked to re visit reception the next day, so did so and spoke to guest experience manager Alejandro unfortunately not at all pleasant experience . Questioned room upgrade - was spoken to very disrespectfully at front desk in full view; was told had been given upgrade and phrases such as you are only a customer we got your money, you can go elsewhere were used and when said 4th visit special occasion specifically chose to re visit hotel (25th wedding anni etc) was told other people had visited 25 times , expressed dislike of attitude of Alejandro - responded with did not like our attitude, all in all a very unpleasant start to the holiday and not the so called welcome home experience! Whilst an upgrade may not have been possible a discussion could have taken place around the topic in a more appropriate manner. Capacity was low. Unfortunately although others from the team apologised for his behaviour no further opportunity was given to rectify- disappointing. We have travelled around the world at stayed at many high end hotels and have never been spoken to like this before. The staff in general bar, concierge , restaurant and waiting staff are excellent. It is the top senior management that are questionable. It is not a 5 star experience.