Dreams Lanzarote Playa Dorada

1/5 — Completely unacceptable treatment at a supposed five-star resort

I rarely leave reviews like this, but after the way my family and I were treated at Grand Hyatt Lanzarote, and the lack of any meaningful resolution after formally complaining, I believe future guests should know about our experience.

Our holiday was originally booked through my UVC membership when this property was Dreams Lanzarote Resort. We were not informed prior to arrival that the property had been rebranded as Grand Hyatt Lanzarote. As UVC Global members, our booking included Privilege benefits and access to the appropriate facilities. However, when we arrived, these benefits were not properly recognized, and I had to spend a significant amount of my holiday repeatedly explaining what we were entitled to.

For the first three days, our key cards repeatedly failed to give us access to the Privilege areas. We returned to Reception numerous times to have them reprogrammed, only for the same issue to continue. What should have been a relaxing five-star holiday became an exhausting cycle of explaining ourselves and trying to access benefits that should have been available from the beginning.

Far worse than the inconvenience was the way certain staff members treated us. When my family attempted to use the Privilege pool, a pool attendant publicly shouted at us that we were “not Grand members” and that we did not belong there. Other guests were present, making an already unacceptable situation incredibly humiliating. We were fully entitled to use the facilities, yet we were treated as though we were trying to access somewhere we had no right to be.

Another member of staff at the bar yelled at us and slammed our towel cards down in front of us, again creating an embarrassing scene in front of other guests. At lunch, my cousin politely attempted to order. A waitress made direct eye contact with him, did not acknowledge his request whatsoever, and walked away. We waited for her to return, but he continued to be ignored. Eventually, we left and went elsewhere so that he could eat.

No paying guest should be made to feel unwelcome or inferior, particularly at a hotel presenting itself as a luxury five-star resort.

We reported these incidents directly to management and gave the hotel an opportunity to resolve the situation privately. I specifically explained the public humiliation, staff conduct, repeated access problems, and denial of service. I requested compensation equivalent to the first three days of our stay because those days were significantly affected. The response amounted to an apology and assurances that they would improve going forward, while our request for a refund was rejected.

What was particularly frustrating was the suggestion of a “goodwill gesture” when the main thing provided was access to facilities we were already entitled to use. Correcting a problem that should never have existed is not compensation.

Mistakes happen at hotels. A key card malfunction or misunderstanding can be corrected. What I cannot overlook is being repeatedly inconvenienced, publicly embarrassed by staff, spoken to disrespectfully, having a member of my family ignored when trying to order food, and then receiving no meaningful resolution after bringing everything directly to management.

We spent a considerable amount of money expecting the service and hospitality associated with the Grand Hyatt name. Instead, a significant portion of our holiday was spent defending our right to receive benefits included with our booking.

Based on our experience and, particularly, the hotel’s response after being given the opportunity to make things right, I cannot recommend Grand Hyatt Lanzarote. A five-star property should provide five-star hospitality, and unfortunately, that was absolutely not our experience.

Was happy to return here for the fourth year as always guaranteed a peaceful, relaxing holiday. Location is perfect for both the town and the marina. Always choose Preferred/Grand Club option as extras make the difference.