Vitalclass Lanzarote SPA and Wellness Resort

My visit to VISTAROACHSPA

Rooms are basic décor in need of a refresh. Air con doesn’t work in any of the rooms making sleeping difficult.

I had to get housekeeping to spray the rooms after more than one visit of a cockroach with 24 hours of arrival. But I guess it’s one of those things? Nope, the cockroaches were also present in the massage room! Although I must admit this one had clearly had a long day and was on its back lifeless.

Double Beds - feels like Concrete Shower .- hot water good power Kitchenette - Clean but didn’t use it

Food - Basic but as with most AI you can find something to suit your dietary needs. There is currently 1/2 working microwaves in the dining area if it is you prefer to not have your buffet food Luke warm.

Massage - 1 hour deep tissue was worth the price it despite the presence of Mr Roach. But if a ticket to use the spa is also not worth it. Steam room wasn’t working and facilities were dated.

Haman spa treatment was not available.

Best bits: The beach, shop’s restaurants. So basically anywhere hut the hotel.

The sun was hot and the drinks numbed the thought of a cockroach in my room a night.

I most certainly won’t return here.

Will not be returning Unfortunately, our stay was disappointing. The hotel is in a very secluded location with very little nearby, so you're largely dependent on the hotel for food and facilities. You can walk into the centre, but it takes around 30 minutes, or you can get a taxi for approximately €5.

The food was one of the biggest letdowns. There was very little variety, and the quality was poor, making mealtimes repetitive and unenjoyable.

Another major issue was the air conditioning. It wasn't working properly throughout most of the hotel. Although it was functioning in our room, it barely cooled the space, and the temperature stayed around 26–28°C, which made it uncomfortable, especially at night.

Cleanliness also fell below expectations. The hotel didn't feel well maintained, and the towels were old, worn, and frayed, giving the impression that they should have been replaced long ago.

Overall, this hotel did not meet the standard we expected, and I wouldn't choose to stay here again. This definitely should not be a 4* hotel.

Very poor experience - not a 4* hotel.

Arrived on 29th June to find no air con across the hotel. Told engineers were looking at it but they didn’t know when it would be fixed. Our travel agent in the UK arranged portable air con units for us at a cost of 100 euros. Once WE paid for this we were then told the hotel could have arranged - we are still waiting for the hotel to refund the money and we go home tomorrow. Air con units provided need to be vented out the window so can’t use overnight which means rooms have been over 20 degrees c to try to sleep in. Our travel agent has discovered that the air con has been broken for some time but neither the hotel or Jet2 are being honest with customers about this. The hotel are not proactively offering portable air con units - only when customers complain. Jet2 also doing nothing about this issue.

The hotel is very run down and in some areas dirty.

Rooms - are spacious but bathroom door is nearly 10cm narrower than the other doors - this meant our wheelchair user was unable to access the bathroom until our travel rep in the UK arranged some equipment for us. Neither the hotel or Jet2 did anything about this - there answer was to take our wheelchair user to the bathroom in the spa - a 10 minute walk away around the outside of the hotel on a busy road and only open 8-8. The onsite Jet2 rep was too concerned with leaving site to support us with this after 18 hours of leaving home and having had no sleep.

We also had a broken toilet (which was fixed quickly) and a broken sliding door onto the terrace of our ground floor room. This was reported 3 times, and not fixed properly until we reported a 4th time, with no understanding on by hotel staff that this meant our room was unsecured.

Charged 17.50 euro on arrival for the safe as we were told we needed a key to use it but when we got to the room no key was required and we could have just used it.

Whilst the bathroom is spacious, it also has very sloppy tiles and a slop in the shower which was dangerous.

Housekeeping very inconsistent and we have had cockroaches. We reported the cockroaches before 9am and had to chase the hotel 5 times over 6 hours, and complained to Jet2 via WhatsApp- it took Jet2 ringing reception for this issue to be dealt with.

Restaurant - food has been covered in flies and mouldy food has been put out for customers to eat. The hotel has made no effort to deal with these issues despite us complaining several times, and having heard other customers complain as well. The food has been mediocre, with little choice and strange combinations as they have tried to use up food left over from the day before. ‘Snacks’ in between mealtimes has largely consisted of left over food from breakfast/lunch. No air con in the restaurant either making it very uncomfortable to sit long enough to eat a meal.

Pool area - there should have been a pool with gradual stepped access and a handrail - this was on the photos at the time of booking and one of our travel agents stayed here previously and confirmed this was the case. Now no pools have gradual stepped entry so our wheelchair user has been unable to access the pools all week (Jet2 rep claims there has never been a pool with gradual stepped entry even though our travel agent has photos of it). Pools dirty, green water most mornings and tiles peeling off in the bottom of the pool. Pool area itself has extremely slippery tiles. No lifeguards - some staff wear pink ‘SOS’ t-shirts but they patrol the area collecting grasses so are not watching the pool consistently.

Public toilets by the pool and in the hotel reception dirty and lacking soap to wash hands. Doors don’t lock properly.

We stayed all inclusive and have had to show our room key every time we wanted food or drink which was a pain.

The hotel clearly has a partnership with a French company - their rep has been permanently on site and their team provided some of the activities. French customers have wrist bands so not sure why it’s so different for Jet2 customers.

Entertainment very mediocre and mainly revolved around cocktail making from 10am! Too hot to sit in the ‘disco bar’ at night without air con.

We were given very little information when we checked in - for example not told snack times/locations. We were given vouchers and told we could exchange for a free massage in the spa, but when we went back to book we were told it was for an hour in the spa pool/facilities not for treatments.

Jet2 rep has hardly been onsite. She was here the day we arrived for 45 minutes, then not onsite again for another 3 days and then only for 30-45 minutes at a time. She made no effort to contact us despite the problems we were having.

Location - this hotel is in the middle of nowhere and has no onsite shop so we have spent over 150 euro in taxis to visit shops and attractions. As we are an active family this has been very challenging for us.

Overall we have been very disappointed especially given how much we paid to stay here. It is very clearly not a 4* hotel and Jet2 have been awful.

If I could have marked this as 0 out of 5 I would have done so!