The most beautiful, relaxing and enjoyable time away. We arrived on a Monday afternoon, greeted by very friendly staff and a glass of Cava and Orange Juice at reception whilst we checked in. Our room had a stunning view overlooking the Atlantic Ocean and the hotel. It was very clean, spacious and overall extremely pleasant! The choice of restaurants were also lovely, and again staff are so lovely and friendly which always makes everything more comfortable/enjoyable. The restaurant/bar down at the Preferred Club Area near the pool was amazing, I especially recommend the squid with lime… and the cocktails! The pools were also lovely and clean and great temperature. We walked down to the harbour for dinner most evenings, about a 10 minute walk along the seafront path which was lovely. Two restaurants we highly recommend were “Amura” and “The Harbour Club”. The massages at the spa were incredible (I had an antenatal massage, my partner had a full body) very relaxing and worth it. Also a nice variety of facilities in the spa, spacious and calm! Overall, the holiday my partner and I had was really really lovely. We didn’t go out much as we wanted to relax and didn’t fancy driving/getting cabs. So if you’re looking for local beaches, I’d recommend hiring a car to travel to these, I know there’s multiple on the island which aren’t as busy as the one in Playa del Carmen which we visited once. Special thanks to everyone at Secrets Hotel Lanzarote. …
Stayed here with friends for my birthday and it was brilliant! We had booked the Preferred Club Suite Swim Up rooms as a special treat and it was awesome. One of our friends had mobility issues, so these suites and location were perfect for us. We cannot thank the staff and management enough for all the care, help and attention we received in this lovely hotel. Being in the “preferred club” gave us special access to a quieter breakfast restaurant, a lovely more private pool and sunbathing area complete with its bar and daytime dining area. If that was not enough, you had key access to a preferred lounge, which had soft, hot and cold drinks and nibbles available. Our rooms were large and comfortable with a seating area and fridge ( restocked daily with soft drinks, water and beer) and a sizeable bathroom. The location was picture perfect , the swimup area was lovely and very sunny all day. We dined in all the restaurants and were pleasantly surprised you did not need to book in advance, just a slight early queue to get in whichever one you wanted. The food was very good but not outstanding. Having talked with the management ( who were so interested in their clients wishes and feedback) this was being addressed as the changeover to the Hyatt brand had not long been in place and there was signs of subtle ongoing improvement daily in lots of areas. The concierge service was second to none and combined with the helpful and knowledgeable reception staff made the stay hassle free. We thank you all for your friendly and attentive service making this trip very special indeed. …
Just returned from our 4 night trip and I have to say I was disappointed having stayed at a number of secrets resorts in the Caribbean so I was expecting a similar standard especially going by the reviews… The hotel in my opinion is dated and needs a total re vamp our room was ok however there were black marks on the walls chipped paint, basic outdoor furniture and definitely not what I would call a 5 star resort. and overall just needs a freshen up. We were in building 4 which smelt of sewage when you sat on the balcony but we didn’t spend to much time sitting out there. I’m glad we only did B&B as I wasn’t impressed with the food. the breakfast was basic and on the first day I asked for an omelette which was raw once I opened it up and I didn’t feel there were enough options so stuck with ham and cheese. I had lunch one day and ordered a Caesar salad thinking it would be a safe option but had to send it back so I really don’t understand how people are reviewing the food so we’ll. We ate at the marina every lunch and dinner after that as there are so many options with better food, price and atmosphere. As I was celebrating a birthday my BF requested something for the room and nothing was arranged even though they had emailed to confirm, he also mentioned to the bell boy on arrival but again nothing was done which was a disappointment. The reception staff were lovely and really the only positive thing about this hotel but I would not recommend Secrets Lanzarote, if your looking for a hotel in this area I would suggest Royal Marina.…
We have just returned from a 10 day stay at Secrets Lanzarote and unfortunately it was disappointing. The general consensus in conversations with some other guests was it was so-so and too many little irritations combined over time to feel the 5 star wasn’t quite there. Recent reviews on here have been mainly positive and some people reading this will not recognize my review as their experience however I can only say it as I saw it. I never like to see bad reviews when it is obvious that the guests have not attempted to discuss with the hotel first. I am not in the habit of submitting a negative review without first allowing the hotel to respond to my criticism. And I probably wouldn’t have given it a review at all if it had not been for the hotels attitude to the disco. There was a review submitted a few days ago from a lady just arrived from Bermuda which was not complimentary about things like the food, the queuing system and the cost of 80 Euros per night to upgrade to a Preferred Room which she felt was a hotel trick. I can’t see that review today so perhaps the hotel spotted it and negotiated an upgrade. The staff were nice – smiling and helpful in the main – but I felt that they were let down by the hotel management and the entire system. As guests in Preferred Rooms we were able to eat and drink during the day at the Lounge and it was excellent. The staff there worked well as a team, communicating with each other constantly and as a result their customer service was first class. I thought it would be nice not having to book any of the a la carte restaurants for evening meals but I soon found the process of queuing to be tedious as the hotel operates the most inefficient method I have ever seen. I mentioned this to Borja who is the hotel assistant manager and was always popping up around the hotel and he agreed that it was very inefficient but then added it was only his second week and he was already discussing changes with his boss. The evening meals in Portofino and Oceania (seafood) were ok although Portofino was certainly not ‘finest Italian cuisine’ as stated on the hotel website. The Bluewater Grill meals were good and therefore had exceptionally long queues. I can be fussy with steaks but their pork escalope was excellent. As Preferred guests we could have breakfast in the Portofino restaurant rather than the World Café. It could be chaotic. The chef on the pass was supposed to fulfill orders from the menu as well as cook eggs to order for guests and keep the buffet supplied. When he had a menu order ready he would ring the bell. It usually needed 2 or 3 rings before a waiter appeared and then there would be a discussion as to who had actually ordered it. I ordered an omelette on my first day that took over 10 minutes and a tour of the entire restaurant before it found me so no wonder it was freezing cold. I never chose from the menu again. We could have complained during the holiday as we had a lady from Guest Services touring the sunbeds DAILY to check our room numbers and ask how everything was. There was one issue around our room cleaning which was discussed on day 1 and was quickly resolved. But we did find it intrusive as we were relaxing in swimming costumes on sunbeds and did not want to spend precious time going into long discussions every day. We felt that all the above were basically niggles which we could work around, put down to experience and promise ourselves never ever to return. However on our last night we returned to our room following after dinner drinks to discover that a conference group booked into the hotel for that weekend were having a disco at the open air Lounge VERY close to our room. I phoned Guest Services just to ask when the disco would finish, thinking that if it was midnight we could turn the TV on to drown out the thump thump thump of the disco. I was appalled to be told it would be 2am. The lady said it had nothing to do with the hotel as the conference people and booked and paid for the event! As it was our last night we did not pursue this as a complaint but instead added it to the email I sent to Guest Services. Their reply that “this was not organised by the hotel but arranged through another event company. Clearly, our own planning would have been otherwise and balanced to achieve minimal disturbance if at all”. I don’t know which truth worries me most – the hotel accepting this booking knowing full well what was planned or accepting it without finding out what was planned on their own property! Surely the hotel should have ensured that they knew what was planned to ensure they adhered to any Health and Safety Risk Assessment! So while I have said that some guests would not recognise this as their experience it is up to everyone to filter out reviews to what they are able to put up with and what would be a no go area. If it hadn't been for the attitude over the disco I would probably not have wasted time with a review as you can put up with a lot if you know that getting annoyed over little niggles just detracts from what was meant to be a relaxing holiday. I have received a full reply to my email from the hotel but feels just like platitudes - promises of a better second stay etc etc. But our decision taken while we listened to the disco remains the same. We won't be back. …
We stayed at this hotel for a short (7 night) winter break. It is situated in a quiet secluded location which is perfect for those that prefer to get away from the touristy areas of the island. However there are several areas where the hotel needs improvement. Such a shame as it has great potential. Firstly, despite paying extra for a sea-view room, we were allocated one with apartments directly in front of us, meaning you could only see the sea when standing up, or leaning out of the balcony. After discussing with the reception staff, (all of whom were excellent), we were told we would be moved the following day, as the hotel was full that night. This was done, although it meant we had to remain in and around the hotel until mid afternoon to undertake the move. Secondly the main restaurant, “World Cafe”, which is self-service buffet style, was not five star standard compared to other five star hotels we have stayed in. Much of the food was rather bland. The fresh fruit at breakfast was limited and we had to frequently ask staff to refill items such as bread for toasting, bottled water etc. There was a limited supply of warm/hot plates meaning the food was frequently served on cold plates, which resulted in the food being barely warm by the time you returned to your table. Also some of the waiting staff clearly need training in how to be more customer-focused, some being very brusque. We were never offered a wine list and had to request one on every occasion, with the staff assuming we always wanted the house wine - an opportunity missed for hotel revenues! Frequently we were asked to share a menu, strange that there weren’t enough to go around! The hotel also has four ‘speciality’ restaurants, but despite the hotel apparently being full, they were not all open on the same day, instead operating a rota system, leading to waiting for tables, and on two occasions we just gave up and returned to the self-service buffet. It may be that, following Covid, they have reduced staff numbers or been unable to recruit in sufficient numbers… The service at one of these, Portofino, was simply dreadful, but blamed on a new menu and kitchen staff. We had to wait an hour for our first course, and then almost another hour for our main course. At least the waiting staff were very apologetic. After reassurances that the delays were teething problems, we returned on another day and it went smoothly. Another night we ate in the in-house fish restaurant, Oceana. Here the service was much better, although we found our main course, cod, very dry. Our room was very comfortable, however the standard of the housekeeping could have been better. Our floors weren’t swept or hoovered every day, nor was our waste bin emptied. We used the Spa area of the hotel, which was excellent, with very obliging staff. Generally the hotel needs some TLC, with some public areas looking shabby. For instance in the corridor outside our room, some large opening windows almost all had broken latches, meaning they couldn’t be opened, or in one case, couldn’t be closed, leading to it occasionally banging in the wind, which we could hear from our room. Many of the sun loungers around the pool area needed repair. The main bar of the hotel was situated in a large open-plan area that included Reception, so very little atmosphere. There was a piano in one corner, but this was never used during our stay. A pity, some music whilst enjoying a pre-dinner drink would have been great. The nightly entertainment was also held in this area, which was generally of a very good standard. We should make a special mention of one of the Customer Service staff at the hotel, Laura, who was excellent, and helped greatly sorting out most of the problems we encountered. She acknowledged the hotel had a few issues on the catering side, but worked tirelessly to smooth things over. Customer service at it’s best. …
We have just returned from a much-needed R&R week at Secrets Lanzarote. As seasoned travellers, in our opinion, a hotel’s most important asset is its staff. From the moment we arrived at the reception, we knew we were in a resort where the staff take the happiness and comfort of the guest personally. Borja the assistant manager greeted us with genuine warmth and efficiency and is truly a ‘people person’. He introduced us to Konte who was at hand to show us around (and continued to be so helpful for our entire stay). The next day when Laura and Chloé from the guest experience team discovered we were celebrating a special anniversary, a bottle of Cava and some beautiful chocolates were sent to our room. We had a double room with a sea and pool view and the cleaning staff was exceptional. We had to have the 'Do not disturb' sign on at awkward times some days as my husband needed to take work calls. They worked around our schedule in an unobtrusive yet efficient manner, the room was cleaned every day and yet we never saw them! The hotel and grounds are spotless everywhere, they take their job seriously. I took some yoga classes with Isobel. What a beautiful soul she is. Isobel practices with the heart and mind as a priority and blends a gentle physicality with a comforting serenity. The practice is outdoors, so feeling the sea breeze gently blowing against our bodies made the sessions all the more special. While Secrets may not suit everyone, it was perfect for what we required. Congratulations and well done to all the team and hope to see you again! Catherine Bradley …
The experience started on arrival with a very warm welcome. We were offered a glass of Cava while checking in. We arrived in our beautiful sea view room and as promised Chloe had arranged a small (delicious) cake and a bottle of cava on ice for our arrival for my husband’s birthday. We had a wonderful time and could not have wished for better service during our stay. We were non preferred all inclusive. The service was great and the guest services team were excellent. Chloe and Julia deserve a special mention. Top of class. We really enjoyed the food and have to say the service was always above par. Sushi bar guys, Ursula and all the rest at the pool and evening bars. Entertainment was great and of course the poker night was so much fun! Mario was such a delight and we really enjoyed his energy and expertise with the sports and Paddle. We would love to go back. Highly recommended this resort.…
Just returned from a week at Secrets with our 18 and 19 year old children. Holiday was an unplanned and very last minute change from the longer haul holiday we had originally booked and so we were a little apprehensive having had to choose a destination and hotel in a rush but any concerns were quickly alleviated. The hotel and grounds are beautiful, it is immaculately clean both inside and out, the views are spectacular but the thing we noticed the most was the friendliness and helpfulness of every member of staff we encountered, it really did make a difference to our stay. We had B+B with "preferred rooms" (thank you Julian for helping with this at check in) which means access to certain restaurants and pool areas with a mini bar in the room and access to soft drinks and light snacks between certain hours. Good breakfast selection in the Portofino restaurant, maybe not as 5 star as we might have expected but not really anything to complain about. Although we wondered whether the hotel would be too quiet for our teenagers as this is the first time we have done adults only, both really enjoyed it although I think this was because we didn't eat at the hotel in the evenings, either taking the short walk to the marina where there are lots of bars and restaurants or travelling to Puerto del Carmen by taxi, meaning we had the best of both worlds: extremely relaxing daytimes and livelier, more sociable evenings. There was a good choice of activities to take part in including pool exercise, tennis courts and pool tables and my daughter and I did Pilates in the sunshine overlooking the ocean which is not a bad way to spend a March morning! Hotel entertainment was ok but casino night was great fun. Although there seems to be a lot of guests it was unusually quiet and although very different from holidays we have taken in the past, this has been by far the most relaxing holiday I have had in long time. …
My Husband and I have just returned from a week at Secrets. Upon arrival we were greeted by the nicest reception staff who made us feel so welcome the moment we walked through the door, offering us Cava immediately. Konte in particular left an ever lasting impression on us, his kind smile and way about him was just so lovely, what an asset to your hotel. It was late when we arrived and we were offered something to eat from the buffet. To my disappointment it was very badly marked for Gluten Free, there was a lot of confusion with the staff as to what I could eat as a coeliac. The start of this holiday was not looking good for me. I expressed my concerns at the front desk and immediately I was put at ease for the rest of my holiday. The Guest Experience staff took unbelievable care of me. Texting me every morning, to see where and what I wanted to eat for lunch or dinner and had it pre-ordered for me. They also checked in on us daily to see if all was ok. Even dropped a GF platter, which was lovely to our hotel room, what a kind gesture. At breakfast there was a lot of gluten free bread, biscuits, muffins, cereals and I had an omelette made for me every morning. The Guest Experience ladies, Chloe, Laura B, Laura L, Giulia and Clara could not be nicer – always smiling, always attentive and had time for us, could not do enough. The hotel is fabulous, so clean the preferred room was unbelievable. The pool areas are lovely, special mention to Maxi at the Lounge Pool was a gentleman we loved talking to him. And “Bill” at the restaurants and all the staff. Everyone was lovely. We also used the Spa and was very impressed with it and the lovely lady at reception, I cannot think of her name. The food could be better - reason for 4 stars, fresher maybe, there is a lot from frozen or cans, the fact that is an island it might be hard to source fresh produce. And also I noticed in the buffet bread stick on all the cheese and meats, this means as a coeliac you cannot eat these even though they are Gluten Free. Just something to mention to the staff! Overall, we loved it here, we will be back for sure soon and look forward to it. Marie and Kieran …
Beautiful hotel and resort. We had the best time and were made to feel very welcome. The staff were all so lovely especially Borja and Manu (who kindly went to get my suitcase from the room after me stupidly leaving it in there). Room was very spacious and the whole place felt very elegant and relaxed. Will definitely come back.
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