Laguna Apartments

Recent Reviews: 43

• User:Amellie-Mae B

  Trip type: Family

  Awful hotel

  22 Apr 2025

  This is the worst hotel I’ve been to. One of the cleaners was lovely but didn’t get her name. The owners are awful and greedy though. We had ants in our rooms the whole time we was staying here, they were going into our beds, all over the kitchen and the bathroom, we kept having to go out to buy different types of ant traps and repellents and the cleaners just didn’t do anything about them. The pool was very dirty and was making us ill, the sun loungers were also very uncomfortable, no real padding just hard plastic. They tried to charge us extra for 3 rooms when we only wanted one and there was a sign up in our rooms saying we can pay for only one but we had to show the staff and they still refused to let us have one room. Then after that they kicked us out 8 hours before our flight and wouldn’t let us leave our luggage. This hotel honestly ruined our holiday in so many different ways, we couldn’t bring any food in there because of the ants and some of us were ill for over a week and couldn’t go out. Wouldn’t recommend this place. The walls are so thin you can hear so much sound. Doesn’t feel safe either, there’s barbed wire wrapped around the whole place. The amount of dead bugs in the pool was disgusting. It looked lovely afar but was filthy and contaminated. When new people came they only went in once then never again. They don’t put chlorine in, you can’t even smell it but you can see the birds poo etc floating around with the bugs 🤢 Jose Jaurrieta, General Manager at Laguna Apartments, responded to this review Dear Guest,We were expecting this. Your latest review brings your tally to twelve negative reviews across platforms — many targeting multiple properties, all following the same pattern: exaggerated complaints, emotional appeals, and consistent attempts to obtain compensation. This has long ceased to be about feedback — it is now a deliberate campaign.To be absolutely clear: we have responded to you before, publicly and directly. This review merely rehashes claims we've already addressed — and corrected.Your repeated accusations about “ants in the bed,” “a toxic pool,” and “barbed wire” may seem alarming to those unfamiliar with your pattern, but they are simply not reflective of the experience reported by any other guest during your stay. The pool is cleaned daily and professionally maintained. Chlorine levels are monitored and recorded. If you didn’t smell chlorine, that’s not proof it wasn’t present — it’s proof you’re unfamiliar with how properly balanced pool water works.As for the insects and birds outdoors — this is Gran Canaria, not a sterile lab. Nature exists. We cannot — and will not — exterminate the ecosystem to satisfy exaggerations.Now, regarding your late checkout: you had three rooms. You were informed of the clearly posted late-checkout fee of €25 per room. You refused to pay and instead attempted to negotiate your way into a discount, citing your daughter’s needs as justification — a practice you’ve used repeatedly across your reviews, which we find not only inappropriate but ethically troubling.You were not “thrown out eight hours before your flight.” You were checked out at the agreed time, informed of the hotel’s seasonal closure, and — due to your refusal to vacate — we were forced, regrettably, to contact the authorities. Your group was disruptive, non-cooperative, and increasingly aggressive toward staff.Most seriously, one of our long-serving employees — a Black gentleman — reported feeling racially targeted by your tone and behaviour during these exchanges. His account was taken seriously, documented, and supported by colleagues. We condemn any form of racism, overt or implied, and stand fully with our staff.We have shown extraordinary patience and courtesy throughout this ordeal. You have responded with manipulation, repeated abuse of online platforms, and behaviour we will not tolerate again.This is your final response. You are not welcome to return.Sincerely,The Management

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• User:Toni B

  Trip type: Family

  Avoid! Greedy Owner.

  22 Apr 2025

  Do not book here! Got put here after cancelled accommodation. Place is riddled with ants, literally they are in everything. Tried to store food in microwave but they even get in there. Absolutely no attempt to try get rid of them. There’s holes in the doors which ants and bugs come through all the time. The pool almost never gets cleaned and my daughter got sick from it on the second day. We spoke to another family that had the same happen with their kids. Only the wild animals used it. Also it says on the door you can have the room extra time for €25 euros but when trying to book this (we had 3 rooms) they told us we had to pay €75 even if we had the one room. We only wanted it to leave our luggage in and for our daughter to rest. They argued it and said it was that or nothing so we just thought we’d leave our luggage in the luggage store room but as we wouldn’t pay the €75 euros they wouldn’t let us leave our bags. Told us no one is there to let us get them later (they didn’t even know what time we were getting picked up either) this was a lie as they live onsite. So we’ve had to leave by 12 with a poorly child and all our luggage in the heat with nowhere to go. There’s 6 of us so not enough space to take the bags anywhere in restaurants etc. Then had to find a spot to sit for 5 hours and wait for transfers. Absolutely disgusting way to treat customers. Just pure greed on their part. Would never return and wouldn’t recommend. Even Loveholdiays were unhelpful. Lost customers there too. Jose Jaurrieta, General Manager at Laguna Apartments, responded to this review Dear Guest,It’s truly remarkable how much effort you’ve put into leaving negative reviews across multiple accommodations. Sadly, we remember you well — not for your stay, but for the extraordinary energy you devoted to seeking compensation from just about everyone involved.To clarify: you were offered clear terms for late checkout — €25 per room, subject to availability. You had three rooms and wanted one late checkout for six people and all your luggage, yet refused the €75 total. When this was, unsurprisingly, declined, the complaints began.Your repeated attempts to claim refunds based on everything from insects to illness — and most regrettably, by invoking your daughter’s condition each time compensation was denied — did not go unnoticed. We find it deeply troubling when guests attempt to leverage personal circumstances in such a calculated way.We extended courtesy where possible, but once it became clear you were intent on escalating, misleading, and exhausting our staff, we simply ensured you departed as booked.For future holidays, we respectfully suggest booking a full-service hotel — and perhaps considering a more honest approach.Kind regards,The Management

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• User:kath b

  Trip type: Couples

  Do not book

  12 Sept 2019

  Myself and my husband booked to stay here in August 2019,when we arrived we were told that we would be the only people staying there which would affect our security. We were then shown alternative accommodation at letica de Mar and then parque racqel. We had to settle on 2bed apartment there, which was sub standard to what we had booked!! Then on our last day was advised that laguna should be opened next month but don't hold your breathe as they only have 1 cleaner who is unable to clean all the apartments. This was probably the correct reason why we didn't get to stay at laguna as there was another couple of sisters and another man who was in same situation and ended up by us. Do not book as you will only end up getting moved. Disgraceful!!! Atención al cliente , Director General at Laguna Apartments, responded to this review Dear Kath B,Thank you very much for sharing your experience. We are genuinely sorry that your stay did not go as initially planned, and we understand your disappointment.As a small, family-run complex, our priority is always the safety, comfort, and well-being of our guests. Occasionally, due to operational reasons, we may need to offer alternative accommodations to ensure that our guests are in a secure and suitable environment. Please know that at no point are guests ever forced to accept these alternatives — we always provide options and aim to meet everyone’s needs as best as possible.Regarding cleaning and staff, we have a dedicated team who works tirelessly to maintain all our apartments, and we are constantly improving our processes year after year. Whenever any issue arises, our personnel are available by phone and on-site to provide immediate assistance. Our goal is that every guest feels supported and safe throughout their stay.We deeply regret any inconvenience this situation may have caused, but it was done with the intention of prioritizing your security and comfort. We hope that in the future you might consider visiting us again, where you can enjoy the improvements and careful attention we continue to implement in all our facilities.Warm regards,The Hotel Team

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• User:LyndseyKoz

  Trip type: Couples

  Love it !! Angela is the best x

  04 Dec 2018

  We have visited Puerto Rico for the last 10 years & have stayed at these apartments for the past 8 timesThe apartments are basic, spacious & clean with the help from Angela and her team !!Everything you need for a self catering holidays is catered forSome updating is needed with the TV etc, but adequate Cannot wait for our next visit at Christmas & New Year xx Atención al cliente , Director General at Laguna Apartments, responded to this review Dear LyndseyKoz,Thank you so much for your wonderful review! 😊 We are thrilled to hear that you’ve enjoyed staying with us at Laguna over the past 10 years and that you continue to choose us. Angela and our team are truly grateful for your kind words, and we will be sure to pass along your compliments to them!We appreciate your feedback about the TV and the need for some updates. Rest assured, we are always working to improve our facilities and will take your suggestions into consideration for future improvements.We can’t wait to welcome you back for your Christmas and New Year’s visit! 🎄✨ It will be a pleasure to have you stay with us again at Laguna.Warm regards,The Laguna Team

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• User:brianbM6587JR

  Trip type: Couples

  Basic of basic

  07 Oct 2017

  Stayed in room 901 next to reception... or Pepe the reclusive receptionists (pee) location..caught him urinating on wall at 1am one morning right outside our balcony...nice gesture...not !!! + points is proximity of apartments to centre and a large balcony and that's about it. Rooms very dated and in dire need of modernisation. Beds were so uncomfortable and sheets not changed the whole week we were there. Lights in bedroom bulbs were blown and hanging off wall. Living room very basic with a very dated coin operated tv...8 channels either in Spanish or German. Toilet walk in shower with shower head spraying all directions !.Towels must have been the original ones that opened the complex !! Kitchen same very dated, kettle and toaster shared only socket in that area. There was an old 2 ringed hob which we never used but the small ants seemed to live around there and seen running about constantly. Fridge worked but freezer part was built up with so much ice it was hard to put anything inside it. Pool was large and for most of week had to ourselves but when one of the local stray cats decided to drop a poo in the pool, that was that. All in all you get what you pay for but at least you would think they would update the very old and tired place...definetly won't be going back there Atención al cliente , Director General at Laguna Apartments, responded to this review Hello Brian,Thank you for taking the time to share your experience. We’re sorry your stay was not what you expected, and we’d like to clarify some important points.First, regarding the location near the reception: we are a very small, family-run complex, so we do not have staff 24 hours a day. However, any issue can be resolved immediately by calling the phone number we provide to all our guests. About the pool and the cat you mentioned, we are located in a natural, open environment, and while we clean the area daily, unexpected situations can occur. Whenever we are notified, we act quickly to resolve them.Regarding the facilities: it’s true our apartments are basic, but we always strive to keep them clean, functional, and safe, fully equipped for a self-catering stay. Sheets, bulbs, or kitchen utensils may require a quick notice to staff, as we can immediately address any problem. The same applies to the fridge, kitchen, or shower—any issues can be promptly handled if guests contact us.About the TV, we understand that some guests expect more channels or modern technology, but our goal is to offer simple, comfortable, and good-value accommodation, complemented by daily cleaning and attentive service.Finally, we want you to know that our top priority is the comfort, safety, and well-being of our guests. We are sorry that your experience wasn’t perfect, but many visitors enjoy our facilities and natural surroundings. We always do our best to make every stay enjoyable and secure.We hope you will give us another opportunity in the future and see that small issues can be quickly resolved, and that our team is always available for any needs.Thank you again for your feedback and for helping us improve.The Laguna Team

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