Lopesan Baobab Resort

Don’t know where to start really .We stayed at this hotel 4-5 years ago and it was one of the best stays we ever had well the hotel has took a turn for the worse this hotel is not a 5 star hotel it once was and is such a shame as we won’t be returning there are better hotels in the area at a better price.so on are arrival at 1230 just after midnight we wasn’t offered a cold drink at reception or even a cold sandwich after travelling allday.We woke the next morning for breakfast and the breakfast is not a 5 star experience watered eggs and bacon that’s not edible I had toast every morning if I could be bothered to go down for breakfast not really worth it.We are a family of 9 staying at the hotel and we went to this hotel to celebrate my daughters 21st birthday and her fiancé was going to propose to her on the same night so we booked the pili pili steak and lobster restaurant as it was a special occasion what a mistake that was.on arrival to restaurant everything was fine untill the waiter informed us there was no steak only veal steak so we all ordered different things but we could see steak in the the kitchen so for some reason they didn’t want to give it to us .majority off are food came out cold with vegetables coming 5mins later and all sauces where freezing my dads meal never even came out and we had to tell the waiter that he hadn’t received it ten minutes later it arrived and was freezing not even warm even the waiter was embarrassed and informed reception about the state of the food.my daughter was devastated as it was her 21st birthday meal so she got up and left I was reporting it to reception and missed my daughters engagement u can only imagine how upsetting this was after one year in the planning this hole birthday and engagement was ruined and truly devastating my daughter was so upsetting she wanted to leave the hotel and still a week later no apologies from staff not a email a letter under door or even a Tex truly disgusting behaviour from the lopesan team .i went to complain to customer relations that night and the said they would contact me at ten in the morning that never happened after sitting in my room for two hours waiting for a call I went down to reception to speak to customer relations and I spoke to Laura she was helpful and offered my a spar as a good will gesture but are family don’t take spars and I think after what we went through we deserve some form of compensation the hotel gave us the meal for free but we wouldn’t of paid for it anyway I wouldn’t feed the food we was offered to my dog and we never even ate the meal so why should we pay for it.i left it for a day and still no contact or no apology from reception back down to customer relations to meet Maria who I might as said to me if your hoilday is already ruined then why are u complaining about it.Anyway after 3-4 days of me going to reception at 1 hour at a time ruining my days on holiday I spoke to the manager who was physically shaking with anger at me and pointing hes finger at me said that he will give me and my party a free Buffett meal we took it as that was the only thing they was they would offer my daughter 21st birthday and engagement was ruined .the buffet meal is not 5 star and there are many restaurants in the area that are cheaper than the buffet and are exceptional restaurants.in the meantime in this hotel I walked to the bar to order drink to be shouted at buy barman to say I can’t order from there but there was a sign saying order drinks here the barman was just stood there staring at me like he wanted to kill me and the barman was just manager just waved he’s hands at me so I left.my brother had cockroaches in hes room and had to be moved out at 1 in morning as had has young kids and they was crying and scared he got offered a new room straight away.my hole experience with this hotel was really bad and so upsetting that we will never return are family and friends have been coming here for years but after they way we was treated we will never return as the hotels in the area are so much better than the boabab .we still havnt received a apology and my daughter still won’t talk about the hole experience.This hotel is not what it once was and has decided over the last few years such a shame as it was the best hotel in the area.

The hotels facilities and staff as a whole are fantastic. This was our second visit here as we also came last year for two weeks which prompted us to book this year also. All was well until the third to last day. i had 25 euros at the side of my bed which the cleaner mistakenly took as a tip. i quickly visited the front desk and the 'customer relations' team member apologized and said they would investigate. two days went past and i had no response. i re visited on my last day and there was no record of the complaint. a new one was logged and initially they said the cleaner said there was no money at the bedside to take, wrong! then one hour later, they said the cleaner said it was just coins there!

i am a genuine person who genuinely loved this hotel and its facilities and staff as a whole but i feel let down. the 25 euros taken was an issue for its value, but now the principle. The hotel refused to believe a valued customer and could not reimburse me the money, or offer any other form of compensation other than a sorry and on your way. This left a bitter taste on what was an amazing experience and doe affect my decision to re book in the future and also not what i would expect from a 5 star rated hotel but one of a 2 star at best.

Firstly, the hotel grounds are amazing, it is a spectacular piece of architecture to look at but it leaves everything to be desired as a guest.

We stayed across the road last year (Lopesan Costa melonaras) and that is the reason we returned to a Lopesan brand hotel this year, an equal 5 star resort in the same area (or so we thought).

We were given a lovely room with a nice view. Unfortunately the room was right beside the elevators for the entire floor so we had screaming children running up and down until all hours. Not ideal with a 2 year old in our room trying to sleep. We politely asked to be relocated- even a few doors down but hotel was full as it was midterm. We ended up relocating to a room that had a bad smell but I thought it was probably because we were in front of the pool. As it transpires the bathroom was COVERED in black mould and my child had just recovered from bacterial bronchitis which she had for almost a year.

We requested to be moved again, not ideal with a toddler in tow. Any rooms that I checked had the smell/mould issue. We were relocated to an “upgraded” room at the front of the hotel this time overlooking a building site. The bathroom was not free from mould and on the first night the fuse board alarm went off and we had to wait for someone to come to turn it off.

We decided to contact TUI at this point to let them know what was happening. We were informed we should have went to them at the beginning as the hotel had already closed the complaint. Any communications between us and the hotel was done through What’s app so TUI refused to use any of the “evidence” due to GDPR apparently. TUI gave us a voucher to use with them which didn’t even cover 1 night at this particular hotel.

Not only would I not return to this hotel but it has put we off doing package holidays with TUI in the future.