I am writing to formally express my extreme disappointment with our recent stay at Labranda El Dorado Apartments in Lanzarote, which we booked through your company. We had high expectations based on the hotel description, but our experience was deeply unpleasant and, at times, unsafe. Misleading Room Description We booked a Sea View Superior Room, expecting a pleasant view as advertised. Instead, our room overlooked a skip that remained there for our entire stay. It was nothing like what was shown in the booking details, and we felt completely misled. Unbearable Noise – Impossible to Sleep Our room was located at the very bottom of the complex, directly beside an extremely loud Irish pub. From 9 PM to 2 AM every night, we were subjected to deafening singing, making it impossible to sleep. The walls were paper-thin, and we could hear every noise from outside and neighboring rooms. By the second night, we were exhausted and frustrated, so we went to reception to ask if we could move to a different room. The hotel was clearly not full, yet when we explained our issue, the receptionist was dismissive and unhelpful. She shrugged, threw her hands up, and said “sorry” with no effort to assist us. When I asked if that meant there was no possibility of moving rooms, she flatly replied, “No, you booked a superior room, that is your room.” We then contacted Jet2, who attempted to help. When we met with the Jet2 rep and another receptionist the following day, we were told the hotel was fully booked and that the only available rooms were five garden view rooms. However, after looking at the hotel map, it was obvious that many rooms were empty, including ones much further from the noise. The staff refused to move us, despite having options available. Had I known that the so-called ‘Superior’ rooms were all located next to a noisy bar, I would never have booked it. Considering it was meant to be a better option than a standard room—and we paid more for it—I expected much better. Serious Safety Concerns on Our Last Night On our final night, we experienced an extremely dangerous situation that made us feel completely unsafe. A car right across the road from our hotel was set on fire and exploded. This was not a small incident—the car was completely engulfed in flames, and there were what we believe to be fireworks or devices being set off in or near the car, possibly even towards the hotel. The hotel staff showed absolutely no concern for guest safety. At no point were we given any information, reassurance, or even an acknowledgment of what was happening. We were extremely worried for our safety, and the lack of response from the hotel was shocking. Poor Room Conditions & Housekeeping At first glance, our room seemed clean, but we quickly noticed multiple issues: • Mold in the bathroom • Ripped bed sheets and towels • A broken couch that doubled as a pull-out bed we didn’t need—the bottom part was exposed and falling apart, making it uncomfortable to s
Show More