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We paid extra to stay on the serenity area, unfortunately I found it anything but serene. We were given a 1st floor apartment. All the rooms on the ground floor had 2 sun-beds on the front of their room facing the pool and 1 or 2 at the back of their rooms. The rooms on the 1st and 2nd floors don’t have any sunbeds assigned to them, why is this? We were not told this when we booked the holiday On the first morning at the hotel I was surprised to see at 7.45 somebody in a downstairs room walk across the pool area and put 2 towels down to reserve sunbeds, by the time we returned from breakfast at around 8.45 nearly all the sunbeds had gone. This continued every morning for the 2 week stay ! With people putting as many as 8 towels down to reserve beds these were nearly always people with ground floor rooms, On our last morning people were reserving sunbeds at 6.45 … 1 hour before sunrise. After reading the hotels reply to a customer Dee dated 6th September that they cannot remove towels from the sunbeds because people would claim items being vanished from that action is nonsense, having stayed in lots of hotels where it is made perfectly clear that reserving sunbeds is not accepted and towels are removed. Why have a notice saying that this is the policy and they will be removed around the pool area if you’re not going to enforce it? I came to the hotel to relax and did not expect to have to get up before sunlight to get a sunbed.

We have just returned from a week stay at Sand Beach resort. I went with my family, my partner, my daughter of 19 and my daughter of seven. When you enter the hotel, it looks very grand, the complex is massive and the location is amazing on the beachfront, however, this is certainly not a four star hotel. I wouldn’t even say it was a three star. On closer inspection, you realise everything needs updating, fixing from the sunbeds to the rooms to crack steps when you’re walking around, chipped paint work with the exception of one or two, I didn’t particularly think the staff were that friendly The pool bar is not utilised anywhere near enough. This could be made brilliant, especially with music in the evening and advertising more for drinks and food because the views overlooking the beach are amazing. The animation team try to do their best with a children’s disco twice a week however, it’s a bit of music on a mobile phone for about an hour and this is not advertise well. Also they had constant blue album on repeat through the whole of our stay. The food at the hotel wasn’t brilliant. Breakfast were manageable. However, evening meal was usually cold and very bland and Beige, we always found something to eat however, never fully enjoyed our meals . The rooms were extremely tired and dated, we were extremely lucky with the location of hours being at Sol 43 but apart from that the room wasn’t great it was dirty, dated, and cleaners did go in daily however, they were out within a few minutes, sometimes only mopping the floor and changing the towels. Beds, usually just had the sheets put back on them. We did find a couple of cockroaches in our room, this isn’t the complex’s fault and after reporting the issue to reception, they sent maintenance and cleaners straight out, and this put an end to the problem. The pools were good , we had the best Pool been in the area Sol. However, the sunbeds were broken and tatty and it baffled me that there were no umbrellas. I completely understand from my health and safety point of view that Lanzarote get high winds and this could cause a problem with brollies flying. However, I’ve been to other areas of Lanzarote numerous times and I’ve always been able to get Some sort of shade, there is so much space around a lot of the pool areas. I feel some catamarans would be a real added bonus to some of these areas, even if they are chargeable to give the hotel a bit of extra income. We as a family, don’t always like sitting out in direct sunlight, especially in the Augustson. There were some payable pets around the pool bar, however, that place lacks atmosphere and there was only about six trolleys you could buy. There were some umbrellas on the beachfront. However, my children prefer the pool to the beach. We were extremely disappointed with the lack of entertainment at this hotel, there is no bar open of an evening. Inside the hotel and no children’s entertainment or adult entertainment at all. That is apparently a hotel

This is a beautiful hotel, it's in a perfect position opposite the beach and a short stroll to the busier part of the resort. The reception staff are so helpful and friendly. Food is fantastic, with different theme nights. We went independently, but there is a Tui rep there every day who was so helpful, he was an absolute encyclopedia about the resort and island. We went on the Tui texas ranch trip. We had a tui bus and bypassed all the queues to get in the park and had lunch included too. Well worth the little bit extra. We can't wait to come back to this hotel as in my eyes it was perfect. Thanks to all involved.

Properly a bit mean giving average but could not go very good. Reception and check in were very good with bell person to take cases to room. Room could do with a little TLC, bathroom sink rotten, finish in shower cubical no very good, wallpaper pealing around swivel bed lights. Room was very clean as was all communal areas. Buffet food was very good quality and well presented. Breakfast was great with fairly good gluten free area. Evening meal was very good with amazing choice. The guest experience manager and chef was great at making sure a gluten meal with no spice was always available plus gluten free cake for my wife. The problem was lunch, the tour company ( easy jet holidays ) failed to say it was not buffet service so my wife could not look at what was available. The menus at both Champs and Pool Bistro Bars did not have any consideration for food intolerances ( brilliant that they showed allergy ingrediencies ) . When we tried to explain this to the waitress so said 'too busy to listen ) Asked in Pool Bistro for plain salad with no dressing and no nuts we were still supplied with salad with dressing and nuts. We gave up with lunch and used to eat out. The surf and coffee were brilliant with gluten free food. Before the holiday I had enquired about the availabity of alcohol free gin at the bars and received a reply that this could be made available on receipt of dates we were booked in. So was disappointed on arrival to find non available as would have purchased some in Duty Free. Drinks apart from above were great with the availabity of premier brand mixers ( fever tree ) but service was a little slow due to table service with the bottle to pour in front of you the problem. Pool side entertainment was a little limited but the young lady tried very hard on her own Would we go back? possible but may only go half board. With a little TLC to the rooms and a little thought to food tolerance delivery it would have scored much higher