Dear Colm Smyth,

First and foremost we would like to thank you for dedicating your time to blogging on Medium.com about your thoughts on our Dream Gran Castillo during your 5* family holiday. We would also like to express our gratitude for sharing all of your helpful suggestions and constructive criticism with us and the hotel manager, as it helps us to improve our services on a daily basis. Moreover we are happy you acknowledged the changes we have already made according to your comments.

We are glad to read you find our hotel worth its five stars for families, but regret however to know that this does not apply to couples in your opinion. We offer facilities that are especially catered to children and also for adults. These areas include amongst others pools, spas and restaurants. But of course we do have many mixed areas so every guest can find his or her ideal part of the hotel. We regret however some of the locations were not ideal for you.

We are delighted to hear you liked our hotel complex and our maintainability. Our staff do a daily great effort to maintain the hotel spotlessly clean and we sincerely appreciate your remark.

It is nice knowing you notably liked the vaulted ceiling in our modern Premium Family Room which is spread out over two floors. The room includes a massage jet shower and bathtub.

The 92m2 of pure comfort are perfect for larger families just like your family of six. What is more, there is a lovely terrace to enjoy Lanzarote’s weather.

Nevertheless, we offer you an excuse for the lighting and the power sockets in your room. We will have into account for future improvements.

It is brilliant that you liked our main pool but it is a pity. It is pleasing to know you did not have any problems finding sunbeds. Either way, our pool staff is always available to assist our guests so everyone can spend a beautiful day at the pool. On the contrary it saddened us to know that you were not content with the size of the pool. At Dream Gran Castillo our guests have at their disposal eleven fantastic salt water pools. All of them are heated, except one.

Furthermore, we would like to express our deepest sorrow about the incidents with the children at the main pool. As you learned, this issue is due to a legal requirement and this matter will settle down over time. We appreciate your understanding.

We are glad to hear you found our exclusive area only for adults lovely. Aside from the very comfortable Bali beds there is as well a pool with integrated Jacuzzi. We are sad though that the atmosphere was not in line to your taste. This is a renewed area where the adults can have the relaxing time they were certainly expecting for.

It is splendid to read that you noticed how well maintained, green and with lots of sitting areas on upper level our hotel grounds are.

Whereas our sports bar opens in the evening, our two other bars, namely the pool bar and the salon lounge bar, open at daytime.

Your comment about our Wi-Fi is especially appreciated since you are a technology blogger.

Notwithstanding we are saddened to know our Wi-Fi service did not live up to your standards. We will inform our Technical department so that they can investigate and improve for the future.

Thank you for mentioning how hard our staff work, how nice they are and that they could do with more drive. Regarding the restaurant, even though there is no direct seating, our waiters would be more than happy to help you finding a table. We are cheerless knowing neither our waiter service nor our food was able to fulfil your expectations. In fact, we are concerned about your perception of our varied and fresh dishes in the main buffet restaurant. Our experienced chefs always use food of the best quality and varied to fulfil every guests’ taste. Nonetheless we are still grateful for your useful remarks due to the fact that it allows us to make some specific improvements.

We are thrilled to hear you loved the facilities for kids such as the very large kids club and the kids slide pool. To boot we are content to hear you liked as well our 5D cinema, an authentic family experience that takes you beyond your senses.

It is great you had a romantic dinner in our premium sea front restaurant while leaving the kids with the two members of the entertainment team. On top of that, we are glad to hear that you found the process simple. Our aim is to make every one enjoy their stay so the parents can also have a disconnecting evening.

We rejoice in the fact that you loved the interior decoration as well as the stunning views of the Atlantic Ocean. In addition to that, we are glad you appreciated the slow pace and enjoyed the food in our Sansofé restaurant. We regret knowing the value for money did not satisfy you entirely. Into the bargain, we treat all of our guests equally. In this regard, we would like to express our repentance that you felt this was not the case. We feel just as contrite about the incident with the minders. This issue has already been addressed, and will not occur again in the future. The safety of our guests is our primary concern, especially of the youngest ones.

It is excellent that you were impressed by our prompt and professional room service. We are however apologetic for the absence of bottle openers. By the same token this hint has as well been taken into account.

We would like to thank you again for providing your feedback to the hotel manager and recognising the diligent work of our team. We are thrilled to hear that things have already greatly improved within a week after your conversation with the hotel manager.

We are giddy with pleasure knowing you would come back to Dream Gran Castillo and we cannot wait to give you and your family a warm welcome back to Lanzarote. Over and above that we would once again like to thank you for your comments which have already been forwarded to the appropriate departments. Last but not least, many thanks for believing in us.

Quality Department

Dreamplace Hotels & Resorts