Secrets Lanzarote Resort & Spa

Customer ratings & reviews

TripAdvisor Traveler Rating

9036 reviews

• 

  Secrets Hotel is one of relaxation holidays you could have… it’s worth to take a full package..! Enjoy!

  I did enjoyed my holiday vacation at Luxury Hotel Secerts Lanazorte, it was nice to relax and enjoy the weather, nice food and drinks. I would like to say thank you to the Secerts staff and cleaners for everything they did for me and my parents during our stay. There is a few minor things that need to be addressed and improvements on hotel: 1. Bar staff and restaurants staff, If they can try work much differently like run the system to serve people quicker and simpler like drinks or food in better customer service… not too slow! Possibly it would be nice to see bar staff like one bar staff at the bar and three staff to walk around and use their ordering system within 1 minute. It’s so important to make people happy and relaxation, can’t be too disappoint! Hotel operation system should be struggled if other staff got other area around the hotel and to do their job.. I would be amazed if they can do it quicker and better than taking it too long!! 2. Sport bar should be open from 13.00 to 21.00 would be much different if people wants to watch the sports and chill, atmosphere would be make huge difference. I was disappointed that the sport bar wasn’t open until 20.00pm? If football was on earlier in the afternoon. 3. If people wants to go and trip to Puerto del Carmen for a few hours… that would be a great idea for hotel to have their own hotel bus and vacant for bus driver to take them or return back ( it would be part of people’s payment approved part of hotel package) There is more shops or coffee shop if they wish to visit there. 4. Entertainment… I would certainly think hotel should move the entertainment area in a new place somewhere in the hotel.. like create a new theatre and modern tables and furniture would be great. Many places hotel Lanazorte do have theatre and entertainment. 5. Other bar where the preferred club - upstairs. We were part of it but wished that bar would be open longer and keeps full capacity of people to enjoy their early evening drinks before go for their dinner. Please look at this feedback I wrote and that would certainly help the hotel management to look into this further and take one step at time to make some good changes. Thank-you and hope to hear from your management, to improve this steps that I have given you my minor points .

  Mar 30, 2025
• 

  Attention to detail needed.

  Having visit this hotel previously, I returned because it was so good. We were premium all inclusive and it is worth paying the extra to use all facilities. The hotel is a short walk to a marina which unfortunately has lots of empty shops. We were allocated our rooms after a short check in, we were ground floor, pool with the sea visible in the distance. My mums room was a connecting room with a locked door, during the stay, you could really hear the gentleman next door, snoring rather loudly or a blaring TV. I don’t think anyone had been in my mums room for a while as it smelt musky and unaired. Ours was fine but opposite a service lift, so during the day,or in our nap time, you could hear the service lift and loud bangs when moving things around. The food was excellent but the service was very hit and miss,especially at the Gohan, whom I felt were rude not to acknowledge you waiting and the time it took to be served some evenings with just a handful of people around was a joke. The service for breakfast in the club room was always good and the Italian lived up to expectations. My mum left her wallet in the safe and the hotel was good at sorting this out. Whilst I praise the hotel for food and comfortable beds, the rooms are needing modernisation and the entertainment and service in the some areas needs attention, especially as I reported no toilet paper in ladies loos twice to staff and it still wasn’t replaced until the next day after I emailed guest service.

  Mar 30, 2025
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  First class service & hotel

  Currently staying at this hotel for a week. Highly recommend it. Fabulous hotel; the food and ambience are excellent. The best part of this hotel are the staff…hard working and extremely efficient, nothing is too much trouble for them. From the moment we entered reception, we were taken care of. We especially want to thank Ronald, for making the best cocktails in the Piano bar and Sergio, who seems to manage pouring a hundred drinks, whilst making sure that everything runs like clockwork! Also thanks to Danny for the cocktails in the Habana bar as well as lady that made us the most excellent sushi this evening! Our room is wonderful and again thank you to everyone that has made our stay first class!

  Mar 29, 2025
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  You won't be disappointed, just go & enjoy

  A great experience, room, food, service, drinks, facilities all fabulous. We will return, worth every penny.... We had a great time & the best sleep in a hotel ever.... The beds are so comfortable.... The people are great, the app is great. This resort ticks all the boxes, whether you like personal service or prefer to use the technology it's all there for you!

  Mar 29, 2025
• 

  Disappointing - handful of great staff, lovely facilities but poor customer service, bad management and mediocre food

  Snapshot: beautiful facilities and handful of brilliant staff trying to make up for disappointing food, customer service and management. We visited Secrets Lanzarote two years ago - our first holiday as a couple - and absolutely loved it so we were really excited to return. It’s made us both feel really sad that it’s been a disappointing stay. The room, pool and facilities in general are beautiful. In 2023 it felt like staff loved their jobs and wanted to make your stay special but this no longer feels the case across the board. We booked all inclusive this time - cocktails are great and wanted to indulge! - but with nothing to sell us it’s felt like some staff couldn’t care less about providing any level of customer service. This came to a peak last night (we are still here) when we went down to one of the restaurants and my boyfriend was told he couldn’t come in because he had chino shorts on (long trousers only). We tried to explain he’d not packed any not knowing this rule and the Guest Experience manager at Portofino restaurant was really unpleasant and dismissive. We left and went to the reception where Jose and a female colleague were very kind and helpful, but explained it was up to Guest Experience but they’d come down with us. The female receptionist accompanied us and in the end she walked away as the Guest Experience manager was so rude to me and my partner. It was embarrassing and sounds dramatic but left me in tears when I was looking forward to a romantic meal during a holiday we’d looked forward to and spent a lot of money on (over £1k for 3 nights). We went back to reception where Jose and colleague took our details to pass on to a manager assuring us they’d contact us the next morning. This morning arrived and when by 1130 we’d heard nothing we went to reception and were told a manager would be in touch soon. At this point we’d also had our flight changed so also wanted to reluctantly ask about adding an extra night to our stay. No manager contacted us but a Guest Experience colleague finally got in touch and we talked to her about our experience. She offered us an hour in the spa - we already had a voucher for an hour that we didn’t plan to use - which we declined and thanked her for hearing us out. She said she’d talk to reception about adding an extra night and contact us. She was very lovely but a bit of a language barrier and not sure she grasped everything we were saying. Four hours later no response so we head up to reception and a different guest experience colleague tells us her colleague has passed on our feedback and she would love to offer us an hour in the spa. ….. And if we want to stay another night we can book online. The end. Both feeling let down and not listened to. Not a great experience and the hotel has really let itself down in its response and lack of effort to resolve or make us feel like valued customers. Tonight we will be skipping the mediocre hotel restaurants and heading to the nearby marina where there’s lots of lovely restaurants. I think sadly this has spoiled secrets for us and we won’t be back but if you’re thinking of booking I’d definitely not recommend All Inclusive. Thank you to Jose and some of the other staff who have been excellent. Managers - maybe check in on unhappy customers and be visible? Ps - you can wear tracksuit bottoms in the ‘formal’ restaurants but not chino shorts. Or in my boyfriends case last night my PJ trousers 🙈

  Mar 29, 2025