Dreams Lanzarote Playa Dorada

Our stay at the Grand Hyatt Lanzarote Playa Dorada fell significantly short of five-star standards due to poor communication, room maintenance issues, and a dismissive management approach.

Defensive Management Style: As seen across many non-5-star reviews, the hotel consistently replies to online criticism defensively without consulting guests first. Their default stance shifts blame onto the customer, projecting an attitude of "if you are unhappy, it is not our problem." The Customer Experience Manager explicitly claimed this defensive posture is done "to protect the hotel's reputation."

Parking Dispute & Fine Threats: Hotel listings on TripAdvisor and front-line staff state the parking lot is public. However, staff use private bollards to block spaces for senior staff members and emergency use. When I questioned the lack of municipal permits, staff became confrontational and incorrectly threatened to call the police, claiming a €300 fine would be issued.

Lack of Property Proof: In a meeting, the Customer Experience Manager maintained the lot was hotel property but could not provide a permit or proof, claiming the police would back up their ownership. Upon attempting to verify this at the local station, the police office was closed due to their limited summer operating hours.

Severe Room Hygiene Failures: Bed sheet can be quite dirty. The sliding track of our shower screen had a heavy accumulation of black mold that dislodged when we rinsed the area to shower head when we are bathing our baby. Even after a subsequent room cleaning, hair was left all over the bathroom floor and shower. When shown photos, the manager apologized but minimized the oversight, stating "everyone is human."

Unprofessional Staff Comments: Front desk service was unhelpful regarding our pre-booked activities. Additionally, a representative at the poker game made an inappropriate, exclusionary comment regarding international guests: "I don't know why people come to Spain and don't speak Spanish."

We have formally contacted Hyatt Corporate Consumer Affairs to handle this service failure.

5 ⭐ location. 5 ⭐ cleanliness 5 ⭐ hotel grounds

4 ⭐ bar/ restaurant managers, entertainment area & grand club
4 ⭐ housekeeping 4 ⭐ employees 4 ⭐ pools (infinity & adults only) 4 ⭐ entertainment 4 ⭐ market cafe 4 ⭐ grand club cafe 4 ⭐ lunch (buffet) 4 ⭐ breakfast ( grand club) 4 ⭐ spa area 4 ⭐ room/ beds

3 ⭐ pool bars 3 ⭐ availability of items in room mini fridge 3 ⭐ drinks service/ availability of times of day. 3 ⭐ air-conditioning

2 ⭐ evening food ( buffet) 2 ⭐ table service (breakfast grand club) 2 ⭐ other management. 2 ⭐ beach beds 2 ⭐ sports bar

1 ⭐ lack of information provided at check in as to areas in the hotel. Opening Times of the bars, cafe ect... 1 ⭐ sunbeds/ parasols 1 ⭐ quality of the pool towels/ availability of pool towels around the adults only area pool. 1 ⭐ drinks service around the pools. 1 ⭐ disabled toilet near the buffet area.

This is our honest opinion of the Hyatt hotel ( previously dreams) There were good and bad points as listed above. To add to the 1/2 ⭐ ratings, the hotel needs to invest in new sunbeds, parasols, information provided at check in, as not all will be using their phones while on holiday. Management need to show more empathy/ help when guests are struggling with their health issues, and to approach guests in private to have a conversation, not in public while in the hotel as this does come across as rude and unprofessional. There is no waiter service for drinks around the pool areas, at most 5 ⭐ hotels this is a given. The towels are rough to the skin. The beach beds were 45 Euro for the day, these were comfortable, however the curtains were tattered and torn. The sports bar had no air-conditioning, if it did then it did not work correctly. While we were there for 2 weeks the disabled toilet was out of order, this was for the duration of our stay. During breakfast the staff were not very attentive with the tea/ coffee refills. I eat with my eyes, and if the food is not good to look at, I will not eat it, it was very repetitive & alot of fish every night at the evening buffet.

3,4,5 ⭐ The 3,4,5 ⭐ reviews we gave were our personal opinions. The view from our room was just amazing. The beach and the harbour, shops are all very close by. The hotel is kept very clean, and smells clean. The hotel ground are kept neat, tidy, look lovely. Can not fault the majority of the employees, very helpful, empathetic, always smiling, kind, polite. The lunch buffet is varied, fresh and looks appitizing. However there is a couple of birds that do fly in and nibble the bread, pasta, but the staff are quick to attend to this issue. I do believe this has been addressed with the hotel and there are plans to resolve this issue, I do understand that this is nature, however birds are vermin, so the sooner that issue is delt with the better. The entertainment was really good most nights, unfortunately this in our opinion started too early as guests were still at dinner, and was not on got very long. The market cafe, and the grand club cafe were both good, if you needed to get out of the sun & have a bite. The mini fridge in the room was a little disappointing, 1 bottle of beer, 1 bottle of coke, 2 small bottles of water, 1 bag of crisps, couple of small fruit drinks. 2 of each items, and large bottles of water would be better for a 5 ⭐. We did feel that the air-conditioning wasn't sufficient enough in the room, so we requested a fan, however this took 24 hours to supply as the hotel did not have any, unfortunately not good for a 5 ⭐. 2 of the showers were not working in the spa area, however the spa area is nice and clean. The breakfast in the grand club is lovely, varied variety. Our room was spacious & comfy beds. Bedding changed regularly & towels replaced regularly & lovely and soft to the skin. However the floor was not cleaned regularly. The TV channels were limited to two English BBC news & sky news. The majority of the bar managers and a couple of restaurant managers were very attentive, helpful & kind. A special shout out to Edwardo (not sure if I have spelt his name correctly) of the grand club breakfast was truly amazing, nothing was too much trouble and greeted us every morning with a pleasant smile. I think I've covered everything, feel free to ask any questions and I will do my very best to answer them. Overall after the first 24/48 hours we have enjoyed our holiday and our stay at the Hyatt hotel, there are issues that the hotel needs to address, in order for it to live up to a 5 ⭐ hotel in our opinion as we have stayed in alot of 5 ⭐ hotels all over, short hall and long hall, with jet2 and tui therefore in our opinion this hotel we would rate it a 4 ⭐ which should be reflected in the price to stay there again this is only our personal opinion. I think we have been fair in all aspects of the hotel, taking into consideration that some members of management came across rude and unprofessional for a 5 ⭐ hotel .