Hotel la Laguna Spa & Golf

Very rude staff, dirty room and pool and do not cater for disabled clients. My wife is disabled. we were staying at the hotel for four days while we awaited our villa to become available. we had flown from Guernsey via the UK theefore a long journey. When we arrived they took my Credit Card details for use at the pool cafe. They took forever to do this, It was really hot in reception and the staff just kept talking to each other and ignored us. I asked for help with our bags to take them to the room. asi said my wife is disabled. the reception staff refused to give us assistance and said it did not matter if my wife was disabled they were not luggage portesr and i would have to take several trips with our bags, SUCH RUDE STAFF AND UNHELPFUL. Our very expensive room was filthy dirty . it was during a heatwave and there was nothing to drnk in the room and no nearby shops to buy water. Went to pool side cafe and they refused to serve us because reception had failed to give them our credit card details. Pool very dirty, horrible rubbish bins behind the pool on the adjacenr road. The bins stank. went for breakfast next morning and matre'd refused to seat us because yet again reception had not given the restarant our credit card details! This happened every morning. WE WERE TREATED LIKE CRIMINALS. I note other reviews have said this. WE travel all over the world and this the worst hotel we have ever used. There are no decent hotels in the area and we chose this because of its rating. When by the pool the cafe staff were blasting very loud music which was appaling. if you are disabled DO NOT go to this hotel as they have no inteest in assisting disabled people. VERY POOR SERVICE, VERY POOR HOTEL

Poor customer service. Rigid rules applied with little flexibility. Assumption of being dishonest guests with constant policing mentality (e.g. 5 of us staying at the hotel for 2-3 nights, low season with hotel nowhere near capacity. Three members of our extended family came to join us at the hotel before we headed back to the airport and came to sit with us in the breakfast room but were told first of all they could not sit with us, then that they could order a coffee (which we had made clear we would pay separately for) but not drink it in the breakfast room with us, only in the foyer). Very disappointing experience. Eventually manager came to speak to us and only on being told the family visit was for a funeral and we just wanted to spend some more time together before most of us flew back to England, did they back off.

Can't fault this place, lovely clean rooms, superb staff, gorgeous pool area, breakfast is excellent very big choice, immaculate gradens we will definitely be back loved our week here, reccomend the little don carlos bar and 222 itallian next door great food and drinks at both, 5 stars all the way...

Me and my mum are currently staying in this hotel on our summer holiday and are blown away with the rooms, the quality of the food and drink and the high level of customer service from all staff members. Everyone is so kind and helpful. There is no fight for bed space at the pool and everything is just so relaxed and chilled. Having a great holiday experience x

As we arrived there was not hot water for a shower. The next morning before an important meeting, still no hot water. The AC worked poorly, the beds slid appart and the pillows were old, worn, clumpy and uncomfortable. The breakfast was also very disappointing and the bar were missing key ingredients to make drinks. The pool was cold, non heated and it was full of leaves and contamination.

Restaurant food and drinks were over priced including the breakfasts. My partner had chops all bone and no meat vegetables were not cooked and very limited. Salmon over cooked to dry no sauce. Cheesecake tasted like cake no sauce very dry. Service appalling had to wait 5 minutes before we were shown a table. No 'good evening or how are you today' bad manners all round. Made it clear that only local residents were welcome and not foreigners. Will not recommend this hotel to anybody. Would like a refund as had to go and eat somewhere else as we were still hungry.

They denied that I had prepaid for Spa for at least 15 minutes, until they suddenly said: oh..I see that you have paid. And the worst case was that you have to wear a Swim cap in the Spa! Been to many spa around the world and NEVER had to. Bad breakfast.

I booked the holiday via Thomas Cook travel and we were looking forward to a nice relaxing break based on the information on the Thomas Cook website and the La Laguna Hotel website. What I was expecting as per the information supplied and what we experienced fell far below the standard of a 4 Star Superior Spa Hotel from the descriptions advertised. Once in our room we were not impressed as the room looked out on a raised covering that had limited view. The room was in need of updating and looked to be the same décor since the hotel was built. The bathroom had a bath with a shower hose that did not look safe to be standing in. I went to reception and asked to be moved and was told the hotel was nearly full and all the rooms were the same. I was offered a Junior suite for an additional charge. I was happy to pay for an upgrade and I asked to see the Junior suite hoping it would be a vast improvement but it had the same outdated decor and bathroom. I declined this as it was not worth any additional cost and settled for another double room on the 2nd floor. This was not any better. The door was falling off the cupboard where the fridge was enclosed. The beds were uncomfortable and well used. There were some loose floor tiles in the room when walking. The air conditioning, even when it was turned off at night still, had noise coming from the ducting in the ceiling. The morning after arrival I went to use the "Gym". This looked like a converted bedroom with very little machines to exercise with. No exercise mats were available to put on the floor. Air Conditioning did not work. The TV did not work as no remote control. There was a toilet shower room in the gym but it did not have any towels or soap and the shower area had never been completed. Some of the gym equipment was not safe to use. When I spoke with reception, they advised I let them know in advance before using the gym so the air-con could be turned on. On my next visit to I informed the reception to turn on the air-con but after 20 minutes nothing was done and it was impossible to use because of the high temperature. At 9.30am the same morning we went to the Hotel restaurant for breakfast and joined a queue waiting for available tables. The restaurant was very busy and had only two waitresses working. I noticed queues waiting at the coffee machine and at various areas of the buffet bar. It was chaos with no organisation from the staff. We finally got a table after 15 minutes and then queued again and had long waits for fruit, cereals and hot buffet items to be replaced. The 'hot buffet' food was never hot! This breakfast service did not improve as the week went by. One of the coffee machines was out of service the following day and was still out of service for the remainder of the week. The hotel pool was closed for a day and a half and no communication or apologies were given to the hotel guests to inform them what was happening. I asked could I use the pool at the Spa bu