Aqua Suites

A relaxing stay with a couple of significant gripes

On arrival we were offered a welcome drink and chocolate. The reception staff were friendly and it was excellent that our room was ready early so we could check in straight away (check-out was another matter, but I'll get to that).

Unfortunately, we were initially given the wrong room. As we rolled our suitcases in, I thought, "This can't be right - where are our teenagers meant to sleep?"

A quick trip back to reception and we were given the correct room, which suited us much better with the right number of beds. Minus the lovely towel swan and petals that the first room had, we were happy enough. There was, however, an unpleasant odour in the bathroom.

I'll get the check-out issue out of the way now. When we checked in, we were asked what time we were leaving on departure day. We explained that we had a late flight and were told to speak to reception the day before we leave, as they would see if they could extend our check-out beyond 11am.

So that's exactly what we did. Unfortunately, we were told the latest they could offer was 2pm. By the way, that would have been absolutely fine. In fact, we'd have been perfectly happy to check out at 11am if the hotel had provided somewhere to shower and change afterwards. With temperatures of 35°C, I'm sure most people would appreciate the chance to freshen up before heading to the airport for a 6.30pm flight. Sadly, they refused to let us use any shower or changing facilities. I've been fortunate enough to travel all over the world, and this is the first time I've encountered that. Sadly this last day ruined our trip. Bored out of our minds, 2pm-6.15pm on the uncomfortable seats in reception. Made worse by the lack of air con. Aqua Suites, please, please consider installing a shower area in your hotel, for guests.

Anyway, back to the stay itself. The food was really good. I'd actually go as far as saying it was one of the best English breakfasts we've had anywhere in Europe. Pastries, fruit and cereal were available buffet-style, then the hot breakfast was cooked to order.

We were half board and, on most evenings, we were the only table in the restaurant. The service was faultless. The atmosphere was lacking, but that couldn't really be helped with so few guests dining there. Dinner was a three-course meal rather than a buffet, which suited us well. The food was excellent, although we probably wouldn't have wanted to stay much longer as we'd worked our way through the menu.

Happy hour was from 5–6pm and I'd definitely recommend the Passion Fruit Fizz.

The beds were soft and comfortable, although one of our daughters' mattresses wasn't quite as good. I would have liked to have seen the bed sheets changed at least once during our stay in a four-star hotel, but it wasn't the end of the world.

We usually save packing lots of toiletries such as shower gel and shampoo, but I'd recommend bringing your own here. The toiletries provided were very watered down and there was no hair conditioner.

The pool was cold, but with the hot weather it was actually refreshing. I'm not sure we'd have enjoyed it as much outside July or August.

The sun loungers weren't the most comfortable, but I've definitely experienced worse, and they were clean. The lifeguard was also kind enough to move the parasols around to help keep us in the shade.

The main thing I look for when staying anywhere is cleanliness, and Aqua Suites was generally very good, apart from occasionally finding other people's hair on the floors.

Another lovely touch was a bottle of chilled wine waiting for us in the fridge when we arrived. We enjoyed a couple of glasses one evening before heading to the bar and left the glasses out afterwards. The next day, housekeeping had been in and I assumed the glasses had been properly cleaned. When I picked up what I knew had been my glass because I could still see my lipstick (shade 148) smeared on the rim, I also found a pube stuck to it. I was horrified.

I didn't dare mention it to my family because I knew our daughters would be disgusted. I remember watching an undercover programme in the UK years ago about hotel housekeeping, where glasses were supposedly being "cleaned" in some pretty disgusting ways. Sadly, this did nothing to reassure me. I can confirm I'll always wash hotel glasses myself from now on.

Overall we had a lovely stay, I personally would not return due the significant issue of not being able to shower or change before leaving. I hope the hotel acknowledges the issue. I know it won't just be our family affected by this, there was another couple in reception for around 3 hours during our boring wait, I can only presume they were in the same same position.

Excellent stay once again, stayed in 104, visited many times before, and will continue to do so, nothing is an issue, supper clean, staff do not stop, big shout out to Sam, she is so funny sometimes without knowing it, great employee you have with Sam (from the Geordie couple who like crispy bacon) she’ll know who it is haha

Great location, check out 2pm is great as well, pointless writing much more as if you look at my profile you will see my other ones

Would 100% recommend

I stayed at Aqua Suites under rather unusual circumstances.

Originally, I was holidaying in a luxury villa, but after a close relative suffered a serious fall and was admitted to hospital, our travel insurance arranged for me to stay at Aqua Suites because of its proximity to the hospital.

I'll admit that I was a little apprehensive before arriving. When an insurance company books accommodation, you naturally assume they're going to choose the cheapest suitable option. Looking at the photos online, the hotel appeared modern and well-presented, but I wondered whether it might simply be a more budget-focused hotel. Those concerns disappeared almost immediately after I arrived.

The first thing I noticed was how easy parking was. There is plenty of free on-street parking outside the hotel, which is ideal if you have a hire car.

Check-in set the tone for the whole stay. The evening receptionist was absolutely lovely, explained everything clearly, and even welcomed me with a complimentary glass of cava. The reception area itself is modern, spacious, spotlessly clean and gives a great first impression.

My room was the first room on the ground floor, right next to reception. I suspect this was because of my circumstances, as it would have made access easier if my relative had been discharged from hospital. Initially I was worried about being so close to reception, but I can honestly say I don't remember hearing a single person outside my room during my stay. The sound insulation is excellent.

The room itself was brilliant. It had a large comfortable bed, tea and coffee facilities, air conditioning, TV, fridge, complimentary bottle of wine and bottled water (the water was replaced daily), plus a separate living area with a sofa bed and wardrobes. Everything was immaculately clean, well maintained and felt fresh. The bed was exceptionally comfortable, and even had a mattress topper which gave an extra feeling of cleanliness and comfort.

After my first night, it looked possible that my relative might be discharged from hospital, so I asked reception if the sofa bed could be made up. To my surprise, a member of staff was in my room within about five minutes getting everything prepared. In the end, my relative never needed to stay, but I was genuinely impressed by how quickly the hotel acted.

That level of service continued throughout my stay.

A few days later, I asked reception if they could print my boarding passes. Not only was this done without hesitation, but the receptionist remembered my earlier conversation and asked how my relative was doing in hospital. It was a small gesture, but it showed genuine care rather than just going through the motions.

When I checked out, another receptionist told me they had discussed my situation with the supervisor and gave me some excellent advice about arranging special assistance at the airport. Again, it was a thoughtful gesture that really meant a lot during what was quite a stressful week.

I was also pleasantly surprised by the hotel's approach to late checkout. Standard checkout isn't until midday anyway, which is generous, but they also offer complimentary late checkout where availability allows. I asked the day before, and after a quick check I was able to keep my room until 2pm at no extra charge, which made a huge difference.

Because I spent most of my time at the hospital, I only managed breakfast once, but it was excellent. There was a small continental buffet alongside freshly cooked breakfast options ordered from a menu. My cooked breakfast arrived quickly, was clearly freshly prepared and tasted great. The restaurant staff were equally friendly and welcoming.

Although I didn't get chance to use them, the pool areas looked clean and inviting, and I also noticed there was an outdoor pool table and a gym available for guests.

One thing I particularly appreciated was how well maintained the hotel seemed to be. Throughout my stay there were always little maintenance jobs being carried out. Nothing was ever disruptive, but it was obvious that if something needed attention, it was dealt with promptly. I suspect that's one of the reasons the hotel looks so smart throughout.

I should also mention something I hadn't expected. Before arriving, I wondered whether a more affordable hotel might attract noisier guests. That simply wasn't the case during my stay. Everyone I encountered was respectful and quiet, and by midnight the hotel was generally silent. Obviously every week will be different, but it made for a very relaxing stay.

The location is another strength. It's around a 15-minute walk from the hospital, which was ideal for me, and only about 5–10 minutes from the Puerto del Carmen seafront. You certainly don't need a car, but I'd still recommend hiring one if you want to explore the island, visit places like the nearby Lidl, or get further afield. The surrounding area also felt very safe, and even walking around alone I never felt uncomfortable.

There were only two minor negatives.

Firstly, the air conditioning is only in the main bedroom. The second room has ventilation, but it was very warm when I first arrived. After leaving the bedroom door open and running the air conditioning for a day or two, the temperature became much more comfortable, but it's worth knowing if you expect someone to sleep in the second room.

Secondly, the shower is a walk-in design with a very shallow tray, so water naturally ends up across quite a bit of the bathroom floor. It's not a major issue, and the shower itself was powerful and spotlessly clean, but an extra bath mat would have been useful as the one provided became soaked after a couple of showers.

Those are genuinely the only criticisms I can think of.

Overall, I left incredibly impressed with Aqua Suites. The hotel itself is excellent, but what really makes it stand out is the staff. I was having a difficult time dealing with a family emergency, and everyone I encountered showed kindness, professionalism and genuine compassion.

Although my stay was paid for by my insurance company, I wouldn't hesitate to book Aqua Suites myself in the future. It offers exceptional value for money, and I'd happily recommend it to anyone visiting Lanzarote.