Playa Limones

approximately 9:30 pm on Thursday 2 July, my wife Jean and I were sitting on our balcony with the lights switched off to reduce the number of mosquitoes. My wife then walked back into our room and immediately slipped. Fortunately, she managed to stay on her feet, but she called me inside. When we turned the lights on, we discovered that the living area, bedroom, bathroom and hallway were covered in water mixed with sewage.

I immediately reported the incident to the receptionist. Her initial reaction was to put her head in her hands and say, "I can't believe this." She explained that she would need to call someone in. When the maintenance staff arrived, they saw the extent of the flooding and sewage contamination and offered us Room 25.

We went to inspect the room, but guests staying next door in Room 26 informed us that their parents had already been moved out of Room 25 because it smelled strongly of sewage. I returned to reception and declined the room. The receptionist stated that it was the only room available. I explained that I would not sleep in a room that smelled of sewage, as I considered it a serious health and safety risk. I said that if no suitable room was available, I would remain in reception. I was then told that this was not possible because reception needed to be locked overnight.

A short time later, a lady whom I believe was the cleaning manager arrived and said another room was available. She took hold of my wife's arm and hurried her towards the room. However, my wife had suffered a slight back injury when she slipped and was unable to walk that quickly. We were shown Room 68, which did not smell of sewage, and we agreed to move there.

I asked if we could collect the fan we had brought with us on holiday, but we were told to leave all of our belongings behind. Instead, the hotel collected a fan from reception and brought it to our new room. It was approximately 12:15 am before we finally had somewhere suitable to sleep.

Before leaving, staff told us to attend reception at 9:00 am the following morning to meet the hotel director. We did so, only to be told that the director was not there. My wife expressed her frustration, and I asked her to remain quiet while I spoke with reception. We were then told to return between 11:00 am and 11:15 am. We waited until approximately 12:45 pm to allow extra time, but were then informed that the director was too busy to see us. Instead, we were handed a complaint form, which we completed and returned immediately.

By this stage, nobody had apologised for the incident. We were particularly shocked that, on the night of the flooding, the hotel did not even offer us drinking water. Instead, other guests showed us far more kindness by offering tea, water and assistance. As all of our belongings remained in the contaminated room, I was left wearing only a pair of shorts, while my wife had only shorts and a T-shirt. We remained in those clothes until the cleaners were eventually able to retrieve our belongings.

On Monday morning at approximately 10:30 am, we returned to reception to ask if the director would now meet with us. The director came out and immediately began accusing us of being rude to staff and disruptive. I asked whether we could move somewhere more private, as this conversation was taking place in front of other guests, but she refused and continued making accusations. Every time I attempted to explain what had happened, I was interrupted. Eventually, I told her that I would pursue the matter when I returned to the UK and make a formal complaint.

It became clear why some members of the reception team behaved in such an arrogant and dismissive manner, as this attitude appeared to come directly from the hotel's management.

The only guests we spoke to about the incident were a young couple with three children who were staying in the room that had previously been flooded with water and sewage. We felt it was only right to make them aware of the situation so they could make informed decisions regarding their children's health and safety.

The hotel's response to our complaint contains factual inaccuracies. They claim they provided us with a fan, when in reality we had brought our own fan on holiday and were prevented from retrieving it initially. They also state that we were upgraded to Room 68. This is incorrect. Our original accommodation, Room 42, already had a pool view, so moving us to another pool view room cannot reasonably be described as an upgrade.

Although Room 68 was a self catering apartment, the kitchen was so dirty and unhygienic that we were unwilling to prepare or eat food there. We chose not to raise this issue during our stay because, following our previous interactions with management, we were concerned about the response we might receive. However, we have taken photographs, which we are enclosing with this complaint. These show, among other things, a rusty toaster, cupboards held together with tape and kitchen units that were in an extremely poor condition. In our opinion, this also represents a significant health and safety concern.

In addition, after the sewage flooding occurred, drainage contractors attended the hotel on three separate occasions attempting to clear the drains. We personally witnessed them removing fine tree roots from the drainage system, which appeared to have grown into the drains in search of water.

We are both in our late sixties and know how to conduct ourselves appropriately, particularly when dealing with difficult situations. We have been regular customers of Loveholidays and expected considerably more support and understanding than we have received. Instead, it appears that the hotel's version of events has simply been accepted without proper investigation.

We have no reason to exaggerate or invent events. Everything outlined in this letter is a truthful account of what happened, and we have supporting photographs to accompany our complaint.

Given the seriousness of the incident, the health risks involved and the unacceptable way we were treated, I ask that Loveholidays thoroughly investigate this matter and provide a full response explaining what action will be taken.

We followed all procedures but loveholidays seem to think it is okay to be flooded by sewers and also okay to be put in a room were it was not fit to eat in there it looked like they found the kitchen in a skip see photos and they say this a 3 star hotel I would say it was a 1 star if you are lucky only good thi g was it was close to a nice beach and amenities

We had a fantastic one week stay at Playa Limones! Fantastic location - walking distance to the beach! 🏖️ In July, we were expecting the complex to be busy. However, we never struggled to get a sun bed and there was rarely any noise past 11pm. There are 3 pools! Two of the pools are extremely deep which we really enjoyed. The apartment is basic, but we had everything we needed. The beds were comfortable and the apartment was clean. We loved having our own patio area to chill and sunbathe on (as well as the outside area to hang clothes to dry.) We were approximately a 20 minute walk to Playa Blanca town centre - a lovely walk which follows the beach. We’d like to say a final big thankyou to Daniel who worked behind the bar. Your hospitality was incredible and your cocktails were amazing. You made our stay 10x better. Thankyou for such a brilliant stay! We’ll definitely be back. €444 for a week in Lanzarote in July for 2 people is unbeatable!!! See you next time.