Lopesan Villa del Conde Resort & Thalasso

This is a three star budget hotel, don’t be fooled by the five star categorisation. Bedrooms are dated and need to be refurbished. Queue in morning for breakfast, lack of staff, dirty tables. Lopesan need to close this hotel and do a full refurbishment People should consider the other two Lopesan hotels - Faro and Costa melenoras, I’ve stayed at both and they are recently refurbished hotels in past few years and nice

My wife and I have visited Villa del Conde on an annual basis (apart from Covid) for the past 10 years and have love it so much, we refer to the hotel as our second home. We love the location, hotel facilities and more recently the Unique service and the perks this brings. The Guest Relations team (the Redcoats) know my wife and I very well and are always there to help us whenever they can. However we noted a step change this year due we understand to the penny pinching policies introduced by the new General Manager. Gone is the welcome Mediterranean Experience G and T and the half bottle of complimentary local wine to be be replaced by a nasty tasting small bottle of a cocktail mix. To make matters worse if you wanted ice to make this cocktail more drinkable that would cost you 5 euros even if you went to the bar yourself, When we complained to the Guest Relations team about the charge of 5 euros for ice, they said that their hands were tied and there could be no exceptions to this new policy, even to long standing Unique customers like ourselves. The new General Manager should be made aware of this Trip Advisor review and our decision not to visit Villa del Conde next year due solely to her penny pinching attitude which will cost the hotel many thousands of lost euros!

Despite several issues, we would normally not complain but our final day changed that completely. Throughout our stay there were problems: a lot of early morning noise waking us, strict and inconsistent service, and an unwelcoming breakfast experience (including being seated at a dirty table and refused a suitable one despite availability). The rooms also lacked basic 5-star amenities like water, minibar, robes, and proper towels. While the location and pool are lovely, the hotel feels more like a budget resort than a 5-star property. On our final day, my Céline sunglasses were blown into the pool. As I’m six months pregnant and my husband was injured, we relied on staff. During retrieval, they were dragged along the bottom of the pool despite my requests to stop, leaving them badly scratched. The staff member laughed and walked away, dismissing the situation. Guest relations made things a lot worse , rude, defensive, and dismissive, with no real apology and even falsely accusing me of recording the conversation?!. We ultimately had to file an official complain submitting a “Hoja Oficial de Reclamaciones.” That it reached this stage , says it all. Given the poor service overall and lack of accountability with our final situation, I would strongly caution others from staying here

Location was perfect, a lovely stroll on a wide promenade to the main centre. Lovely big rooms with high ceilings, built in wardrobes. Beautifully landscaped and set out. Numerous pools, some heated too. Everything about this was great, apart from breakfast. The buffet breakfast could be improved. Some dishes cold, and quality could have been higher. This was the only thing that let the hotel down. On our last day, Thursday 16th April, the buffet breakfast was fantastic and seemed like a different hotel completely. However, on this day, there seemed to be an audit of the buffet breakfast with Lopesan officials monitoring the food on. This was not representative of the food during the rest of our stay. We had a lovely stay, and would stay again. If Lopesan can get the buffet right, will be 5*.

The hotel has five stars outside! Inside it’s a different story The service is pretty poor from the restaurants to the room service you can ask but you are unlikely to get

We really enjoyed our stay at the Spanish village themed Villa Del Conde. The hotel was very clean and comfortable. The staff were very friendly and helpful. The gardens and pools are wonderful and the spa was one of best spa experiences we have had in Gran Canaria. We look forward to returning in the future.