Lopesan Villa del Conde Resort & Thalasso

marvellous pools large roombreakfast and dinner okay

-The afternoon maid in our section - she solved multiple problems for us and was single most customer-oriented person we encountered. Promote her immediately. -The heated pool for the kids. -Ample, pretty high quality breakfast buffet (except coffee machines, which were average)-Ocean-side location and access to promenade-Service improvement. It was extremely poor the first several days for us (family of 7, three generations, three-room block) but after a long discussion with customer service did improve to average; they comp’ed us a late checkout for all three rooms and sent us a cheese and fruit and cava apero the night of the discussion.

We were a family of 7 with three elderly grandparents (with some mobility challenges) and two young boys over Christmas. I researched and called the property beforehand to ensure we had the resources and proximity to services we needed to meet the varying needs of our multi generational party. What I found on arrival was that the info varied depending on who you spoke to, and in general the staff was not trained to understand true customer needs. We loved Gran Canaria but would not stay at a Lopesan property in future. -many, MANY “processes” which is a way of saying: “Dear customers, despite this being a ‘5* property’, we’re going to stay inside our processes and you will just have to adapt to us. We don’t really care what you paid or what you want. -inconsistent information before and during stay -our sarcastic and snippy check-in guy (Jesus) who took over half hour to check us in and did not bother to explain importance and convenience of hotel app-Very limited dining options, esp if you do not get half-board, which was not even an option on Booking -The snack bar ideal for lunch was a trek from kids pool, esp with elderly grandparents in tow and quality was meh-The closer lunch option was quite expensive for the quality and you need to reserve in advance-no regular water refills in room - you have to order them in advance via the app; we never did get a clear answer whether water from tap was potable-the property is tired, everything is a little loose and crooked; it all needs a refresh

Beautiful hotel, the lobby is just like a ballroom very impressive and also the rest of the facilities. Staff been very nice and helpful. Loved the multiple swimming pools and both pool bars had really good drinks and smoothies. Room is quite big with well made wardrobe room.

Room could be with extra touch of cleaning in room´s corners and removing the dust from the bathroom´s door.The kids club staff were very nice but compares with other hotels, there were not that much activity for kids apart from 11:15-13:00 and than 30 minutes in the pool at 17:00.

The silent pool was unbelivebly fun and warm

the breatkfast and the food arround , the ovo restaurant wasnt so good

Well maintained, safe, good amenities, extremely clean.

Too many children, some noisy guests. Quality of food could be improved.

Really great hotel, it feels like a little village. Great facilities. Directly by the beach, with nice pools and common area (central place) as well as good activities (shows, music, etc.). We also really loved the room with amazing view on the sea!

We didn't like the way we were treated by the staff. Several times they made us feel like we do not belong there in this hotel. We may not be the fanciest and most nice-looking people, but if we occasionally pay a lot of our hardly-earned money for a 5-star hotel, we expect to be treated with respect at least. Several staff members of the hotel unfortunately looked down on us at several occasions. We agree that there must be rules in the hotel, but the way we were reminded of them really felt like the staff did not want us to be here at all. It happened at the pool were we sat in a area "that is reserved for unique people that pay extra money", it happened at the night show where "we have to consume drinks if we want to see the show" (in the public space), it happened at the breakfast where "we have to dress appropriately" (meaning in fancy clothes, a bit early at breakfast...), and it happened at the thalasso spa where "we should be quiet not talking, and we should leave already because it is 18:45 and it closes at 19:00". While we can understand the need for these rules, we think that there is a nicer way to tell clients that pay very expensive for a 5-star hotel. Because of this, we unfortunately spent our whole stay feeling like we do not belong here because of the way the staff looked down and talked bad to us. I recommend the hotel to improve the customers relation skills of their staff, to be more friendly and welcoming. Additionally, while all food was amazing at breakfast, the coffee was terrible (very diluted and no taste). Ah also, it would be great if the hotel can have drink water fountain (again, the staff told us aggressively "of course not, you have to buy your own water outside..."). If I pay a 5-star hotel, the least I expect is to have drinkable water for free, and to be treated with respect.

The hotel had everything that we needed for our vacation: amazing choice at breakfast and dinner buffet, nice swimming pools, beautiful and well-maintained green garden scenery, well-equipped gym, friendly and helpful staff.

Gym was nice, but could have more equipment in a hotel of this class, including a bench press and free weights.

The pool area and entertainment in evening

More options for food , longer bar/restaurant hours by pool

Great location near two beaches. Big modern rooms. Beautiful hotel with varied breakfast and great activities. Spa is amazing and treatment of the workers towards clients in the spa was very nice and polite.

They don’t have a room to store luggage but leave it outside in the hotel patio with the security guard.

The hotel ground and surrounding are amazing and very well kept, loads of sun beds and walking spaces.The staff is very nice and helpful.

The air conditioning in the room is set to be up to 22C minimum. This is not enough for a room during summer or hot season, it was uncomfortable during the night and quite hot. Lopesan you need to change that and allow to set at least up to 18C.The food in a la carte restaurant was good but the dinner buffet was not up to standard for a hotel of this category it needs to improve in quality for dinner. The breakfast was ok.Finally, there was no entertaining for teens, despite of being advertised. My son went to a scheduled football game a none was there and the place was booked for something else, quite disappointing for him.

Cleanliness Staff Polite especially in main restaurant Animation Team friendly

Great food, helpful staff, nice premises,

The sea was far away, so not really „sea view“.

We did half board . The food was impressive; delicious with lots of options. Everyone was catered for. Lots of sun loungers Rooms were great.Really good nightly entertainment, the circus show was impressive. Lovely drinks and bar staff

I would expect drinking water to be available, either via a fountain or complimentary at a 5 star hotel. Especially during meals when half board. It was disappointing that you couldn’t even fill up a bottle of drinking water anywhere on the property. Otherwise that is literally the only thing!

Breakfast was really good, excellent Spa, nice and well heated pools, good parking facilities.

Hotel is a quite big and it takes a little while to get to know around

Big rooms, great dinner, beautiful surroundings, real heated pools, access to promenade, artificial beach

the breakfast was repetitive and could be improved

This was a beautiful hotel and the facilities were lovely. I opted for the half board as there isn't an option for full board here. The gym was excellent with plenty of equipment and also they have another space to do indoor activities for yoga, pilates etc which was great. A few things that could have been helpful to know when booking, half board is breakfast and dinner. Lunch there are restaurants to purchase food if you like. Also at dinner, drinks are a separate fee including water. Drinks are included with breakfast though.Outside the hotel, beach view, you can see beautiful sunsets and also a short drive to the dunes or walking is roughly an hour each way. One pool is not accessible unless you have a different payment plan (none was advised at checking in which would have been nice to have known about options).The staff were mostly attentive and friendly. Super thank you to Oscar for helping with vegetarian/vegan food. If you are vegetarian/vegan you can let them know before dinner and they can prepare a meal from the menu Vs the buffet. Mostly many vegetarian/ vegan options at dinner. Overall the place I found stunning and the bedroom was lovely. View said garden/pool yet was more car park and sea in the distance as seems to be some development going on.

Really good stay at a first class hotel. Excellent service, food and staff. Location was perfect for us at the quieter part but only a short walk to the bars, restaurants and shops. Only criticism would be the lack of power sockets and usb ports in the room.

Lovely resort with a good sized room in a great location .Staff were friendly and accommodating.Lots of lounging chairs and a couple heated pools.A good variety of breakfast foods .

The Piscine Tranquil, the room with a super sea view and the dining facilities.

Service in the bars was very slow. Bathroom products could be improved.

The grounds and pools were very good, and our room was fabulous.

Food was poor, often not warm enough. Staff insisted on queuing us outside the restaurant and directing us to a seat for a buffet when the halls were usually half empty with plenty of space. Not really a five star hotel and certainly not the standard room rate. We had a discount, to be fair.