La Isla y El Mar

Nicky G

Serious management failure at a five-star hotel: La Isla y el Mar, Lanzarote We were a family of six staying at the five-star hotel La Isla y el Mar, Lanzarote, including my 92-year-old mother, disabled and in a wheelchair. In the days leading up to New Year’s Eve, two different staff members confirmed that the bar tapas menu would be available on New Year’s Eve, which is why we chose to eat at the hotel bar rather than go out. With taxis scarce on New Year’s Eve and my mother in a wheelchair, leaving the hotel was not practical. When we arrived at the bar at 6.30pm we ordered a bottle of wine and asked to see the tapas menu, only to being told that no food would be available by the barman. We explained to the barman that we had been told the tapas menu would be available, and he replied, “it’s not my problem,”. The other hotel restaurant was closed that evening, leaving only the Kentia restaurant, offering a multiple course gala dinner, which we had declined as it was not to our taste. No room service was available at any time during our stay, (not advertised with the room nor on the website) and we were never informed in advance that there would be no alternative food options. We asked to see the manager but she was not available, nor was anyone else to address the problem. We complained in writing to the general manager on the said night, and we received an unsympathetic answer, taking zero responsibility and 24 hours to respond. Being left without food in a five-star hotel was unacceptable, particularly as my partner is also Type 1 diabetic, not to mention my 92 year old mother, where access to food should never be uncertain. In addition to this, we encountered several other problems during our stay: Poor housekeeping Heating not working in public areas and bedrooms; we wore coats at breakfast No heating in my mother’s room until a portable radiator was provided Disabled lift broken to the upper terrace where the sun beds were located No ability to reserve a breakfast table for a family of six (restaurant staff did their best to accommodate us) Little visible management presence overall However the reception team and concierge service were extremely helpful, kind and generous throughout our stay. This goodwill, however, was not reflected at management level, and during the entire week we were at the hotel we did not see a General Manager on site. In many years of staying in five-star hotels worldwide, I have never encountered a situation with no food availability, no effective management presence, and multiple unresolved accessibility and comfort issues.

Jacqui Howard

This is a beautiful hotel with amazing staff; quiet, peaceful, adults only. We have just returned from our second visit here, and whilst sadly our holiday purpose of ‘winter sun’ was ruined due to Storm Emilia and constant rain, the hotel still gave us moments of joy. The suites are spacious, comfortable and clean, the bathroom excellent, plus towels, robes, slippers etc. The food at breakfast and dinner is outstanding, and the staff are superb (special shout out to Tamara who was there every time and was great!). The pool bar smoothies are lovely. The pool area and chill our area and the amazingly comfortable loungers were one of our top reasons for returning (though sadly we only got one day of decent weather to use them this time and they weren’t able to put the fluffy covers out on the loungers due to the rain). The views are beautiful. There are visiting cats who deserve lots of love. All the staff at the hotel in every area of service were so friendly and welcoming. When there was a power cut and leak due to the storm, the staff dealt with it immediately. We also got given a bottle of cava and macarons in our room welcoming us ‘home’ as it was our second stay. We really hope to be able to come back again next year and hope the sun will shine so we can fully enjoy the experience!

Heidi Martin

This hotel is different to any other in Puerto del Carmen. Its unique architecture, built from black volcanic rock and mirrored terraces, all set in absolutely stunning gardens stocked with a huge variety of cactus and native plants, together set the scene for a beautiful and unique holiday experience. We received a warm and professional welcome from the reception staff, and enjoyed settling into the hotel for our second visit. We first came here 9 years ago when it had recently opened. Now the hotel is in the process of refreshing its rooms, but unfortunately our room (a pool view suite which we paid extra for) is not one of those to have been refurbished. Although it was clean and still very stylish, the room furniture and equipment showed signs of wear and lack of maintenance, in a couple of areas falling short of what you might expect for the price point and star rating. However, the overall experience was still very good: the public areas of the hotel are extremely well kept, we slept well in a huge comfortable bed, enjoyed delicious breakfasts and a clean modern pool area with great views of the port, sea and mountains. The pool bar served good smoothies and delicious sandwiches, but I felt once or twice they may be short staffed. Perhaps one additional senior member of the team setting the tone of service would elevate the customer experience. The small pool and sunbathing area, although beautiful and hugely comfortable, didn’t always feel big enough to accommodate everybody as well as it should. We ate the tasting menu at Kentia Gourmet Club one evening and the food was sensational. The service was excellent here and there was an elegant traditional Canarian dance and music performance to enjoy while we ate. The hotel is situated at the top of the old town and therefore perfect for accessing some of the lovely local style restaurants in this area, as well as being close to the port, pretty Playa Chica and close access to the stunning clifftop footpath leading to Puerto Calero. Would highly recommend and return ourselves once the room refurbishment has been completed.

Sepehr Tehrani

I give two stars to this hotel because I firmly believe this is not a 5-star hotel, rather a 3-star hotel. None of the standards of 5- or 4-stars hotels were not met during our stay there. Low quality rooms, worn out furniture, smelly rooms, and infrastructure without maintenance. Signs of humidity and moisture damage were all over the places, no door man was present at any time, and room quality did not live up even to 4 -star establishment. Front desk was responsive, breakfast quality was just ok, pool was small but looked alright, but my main complaint was that this is not a 5 star. They somewhat upgarded our room. See photos below to judge yourself.

maria kavanagh

This hotel is amazing but the staff are outstanding. From the moment of arrival and the greeting at reception throughout the whole week, the staff were incredible. The rooms are spacious and fabulous. All amenities are provided. My only issue is I didnt want to leave! Most definitely will be back.