Lagos de Fanabe

Been 3/4 times got upgraded to 2 bedrooms which was great ,balcony was big and sunny,room was bright and lovely,we upgraded to AI which was good also bar staff were good

Unfortunately, our stay ended with a very serious and distressing experience.

On the morning of our departure, €3,000 in cash went missing from our room during a period of approximately 10 minutes while I was at reception returning the beach towels. The circumstances and timing raised serious concerns regarding access to our room. I immediately informed the hotel and later filed an official police report.

I was extremely disappointed by the lack of concern and proactive support from the hotel management in such a serious situation.

Unfortunately, that same morning, after having breakfast at the hotel and going directly to the airport, my mother became severely ill during the flight, requiring assistance from the cabin crew, medical professionals on board and emergency medical assistance. I cannot establish the cause, but the timing was extremely concerning.

I am simply documenting our personal experience and the facts as we experienced them. What should have been a beautiful end to our holiday became an extremely stressful and upsetting experience.

I sincerely hope the hotel takes these incidents seriously and ensures that future guests do not have to go through a similar experience.

First the good: Location was great, stones throw from the beach. Breakfast was great loads of choice, staff quick to replenish the buffet and clear tables so no waiting around for a table no matter how busy it was. Air con was brilliant probably the best I've had in any hotel. Beds were very comfortable. Although check out was at 12:00 we were able to leave our luggage in a secure room till our pick up time at 18:00.

Now the not so good: Took about 40 minutes to check in even though we were the only ones there -apparently a copy of the booking including booking reference is not good enough so had to contact my son back in the UK as he had booked it for us (this was about 21:00) to send everything he had referencing the booking to the reception. Once checked in we were given a map of the resort and sent on our way, no-one to show us to our apartment or help with luggage (our apartment was up a steep slope then 18 steep steps to the door) The room was dusty, the bathroom had not been properly cleaned shower screen had splash marks as did the mirror over the sink. Paint peeling on the guardrail of the stairs and the balcony. Towels were replaced but unfortunately instead of 2 bath and 2 face towels and a shower mat we were left with 2 bath towels and 1 face towel which had stains and holes. The beds were advertised to be changed twice in the week but were never done only made up and the duvet cover was torn. Worse of all one morning going down to breakfast I slipped on a steep slope which had obviously been hosed down injuring my elbow, arm and side. Although there was several cleaning staff there none came to help and it was left to another guest to help me up and check I was ok. When I went to reception to get first aid I was presented with a wet wipe and a bottle of what the receptionist described as "disinfectant" and told to come back at 09:30 when the pool guard would be there! No staff with first aid training and not a lot of concern either. I still had pain in my elbow and bruising from wrist to elbow 2 weeks later. This resort was supposed to be 4 star but not sure I would rate it that.