Lopesan Villa del Conde Resort and Thalasso

Location ok, you can get a taxi within 2 mins from reception. If your mobility is limited probably not for you. Lovely promenade to walk along. Atmosphere was a bit lacking for us. Very big place with 5 pools that were never full. Plenty of sun beds and different areas to sit. Perhaps some tables and chairs by the pools rather than so many sun beds? Rooms very specious, air con good and very clean. The only thing was no snack type bar if you wanted something by the pool. No easy access to a shop so filling up either end of the day or going out are your only options. Al a carte was lovely but for extra money. Think the hotel are missing out, snack bar would make good money. There’s a lot of “underused” space. Very quiet and relaxing. Staff very friendly overall. Food was plentiful for buffet and evening meal. Some nice dishes available. Also the main reception, perhaps utilise the space, use the bar. People waiting to leave would buy drinks if the bar was open.

Location is ok - beach is quite a walk Rooms are big however loud airco, loud minibar and zero wifi signal (we stayed in room 4204 close to main lobby). Bathroom amenities were not refilled - even after kindly asking). Buffet breakfast is cold - even if you arrive first - unless you go for the live cooking stations. Breakfast in poolside restaurant Alpendre has a more laid back atmosphere, but also here all items are cold, and with some loose wooden floorboards, an additional trip hazard to maneuver. Buffet dinner on the other hand doesn't have enough cooling capacity to serve 'steak tartare' ... don't eat there unless you are into health hazards! The buffet dinner btw also claims to have a 'no beachwear' policy, nevertheless expect people in short and flip-flops. Surprisingly enough I was refused access one night for wearing a sleeveless top (covering my shoulders - not a tank top) in combination with long trousers and closed shoes. When I took this up with 'guest relations' (they are NOT worth this title) they bluntly said they expect all people to dress smart and appropriate. When I showed them the outfit, they apologized for making a mistake - they did that three times - zero compensation. Terrible ordeal. Fortunately we booked (and paid extra) for 'half board premium' which included other buffets at Costa Meloneras and Baobab (which are far better), as well as 'a la carte' dining at Ovo, La Brasa, La Toscana and Callao - all of which where excellent. The lobby bar - one of the showstoppers on the website - was closed during our full 14-day stay. No communication. No notice. Nada.

All in all - with the exception of the Ovo a la carte restaurant - this hotel offers some of the lousiest service I experienced in my life (with 60 years of both professional and leisure travel to compare). In the past Villa del Conde may have been the shining 5star resort in Meloneras but these days are long gone and - I'm afraid - will not return unless a serious change in quality management and service is installed.

If you were thinking of booking this place. Please don't. You will thank me later.

To say that we were underwhelmed and very disappointed would be an understatement. That this is supposedly a 5 star resort is beyond belief.

We reached out to the resort several times before our arrival to try and upgrade our room, as we were celebrating our birthdays, and staying for 11 nights. We got no response.

Upon arrival, we met with Laura (C) and requested the upgrade that was never responded to. She let us know the cost would be $1400 - which we agreed to - this would be for the "unique" experience. She then left her computer, came back and said the cost would now be $1800 as she "read her screen wrong". We asked her to honor the cost she quoted us - and of course - she refused.

We requested management to discuss this with us, they refused.

When we went to schedule our transfer back to the airport (which we were told was at no cost as a "unique" guest by (F), we got an email saying the cost would be $57. We went to the front desk to discuss this and we were referred to Isabela F - she stated she was the "right hand" of management. We explained that (F) told us this was part of the "unique" services and she said no it wasn't and that (F) was wrong. We asked to speak to (F) - and she said he was not working for the next 2 days, but she would call him. She left the area for less than 5 minutes, came back and said "he said he didn't tell us that". When we pushed back she basically said too bad if he told us something wrong and he would get a "talking to". She was rude, unprofessional and how she is in any type of customer service experience at a "5 star" resort is beyond comprehension.

The other things that make it a Don't Go - *Rooms are not upgraded, no phone charging outlets, repairs not done, *ATM on site wasn't working (guest services don't offer solutions, and was obvious didn't care) *Beer selection was dismal (heineken as only option), and no semi-sweet white wine *Hours at the "unique" pool area, water was not kept stocked, no glasses several time - just wasn't monitored *Hours for pool towels to be exchanged were 10:30am to noon - ONLY, so if you went off the property, maybe for an excursion, you just couldn't get fresh pool towesl *Coke at the restaurant was flat, asked for a can and was told no - yet at the "unique" room I could go and get a free can of coke (but couldn't remove it from the area) so had to have lunch with no beverage *Food at the pool bar was served cold (hotdog), when mentioned to the server and asked for it to be cooked/hot, he literally sighed as if he was put out *Dinner buffet which we ate at once was $40 per person, but they also charge for water. Once again ridiculous, since as a "unique" guest - water is included in the rooms and "unique" area *As mentioned when we checked in and upgraded our rooms, we were celebrating our birthdays, I got a "birthday note from Begona Ramirez the Hotel Manager and some chocolates on the 24th. On my wife's birthday the 25th - she got NOTHING!

The only highlight of the entire 11 days was Valentina C who is a server in the "Unique" breakfast room. She was always pleasant, looked after every guest in a caring manner and definitely is an asset to the resort.