Warwick Le Lagon - Vanuatu

We contacted the hotel to request that my room would be located near my mother's room (before my free cancellation period ended). I did not receive a response and therefore assumed my request had been received and actioned. Upon arrival, I was informed by reception that we had booked different room types. Had my request been reviewed and responded to at the time it was submitted, I would have had the opportunity to amend the booking accordingly. Instead, the only solution offered was for my family to downgrade our room to match my mother's room type. When I requested compensation for the loss in value resulting from the downgrade, such as a food and beverage voucher, this was declined on the basis that it was "my choice" to downgrade. We then checked into a room containing one double bed and one single bed, which is not an appropriate configuration for a booking of four people. Additionally, my mother's room remained in a different block some distance away. After returning to reception, my mother was relocated to the same block, with one room between us. While this is an improvement, it still falls short of the arrangement I had requested prior to arrival. Nevertheless, we chose to remain positive and make the most of our holiday. Unfortunately, further issues arose on our first day. At the pool bar, my daughters excited request for a fresh coconut, The barman responded by pointing to a coconut tree and stating, "They're up there," which was dismissive and disappointing, particularly for a 7-year-old child. (We went to the markets the following day and sourced our own coconuts- as we did with most our food and drink for the rest of our stay). We then ordered three virgin cocktails and one alcoholic cocktail at the restaurant. When the drinks arrived, I sampled both the virgin and alcoholic piña coladas and realised that the alcoholic drink had been served to my daughter. Concerned about which drinks contained alcohol, I encouraged her to drink the other virgin cocktails instead. However, as we were preparing to leave, my partner tasted the remaining drinks and identified alcohol in one of those as well. We immediately raised this with the bar staff. After reviewing the order, the barman confirmed that he had received an order for two alcoholic cocktails and two non-alcoholic cocktails. The waitress and barman then discussed where the mistake had occurred. While the alcoholic cocktails were removed from our bill, this does not adequately address the seriousness of the situation. A 7-year-old child consumed portions of two alcoholic cocktails due to an error made by hotel staff, which is unacceptable and raises significant concerns regarding staff training and service procedures. Management were no where to be seen. These incidents occurred during the first day of a seven-night stay. While we hoped the remainder of our holiday is more positive, these experiences significantly impacted our confidence in the level of service and attention to detail at the resort. The following day the power short circuited twice. The first time I fixed myself by finding the powerbox in a nearby room and reseting the fuse. The second time the power box room had been locked so I couldn't fix. Maintenance man came to fix but then didn't have a key to get to the power box room. They got in an hour later and after talking with reception about changing rooms at 8pm, the power was fixed. Management at the hotel are still nowhere to be seen. I contacted booking.com, and they said they were receiving no communication back from the hotel. A following day, we returned our 5 pool towels (we had kept them to save the hotel washing and drying new ones each day, and also as there were occasions on passing that we saw the towel desk had no towels available, so it was safest and easiest to keep our one set). When we returned the towels, as it wasn't written on the current days 'sign in sheets we were told we had to pay $2500vatu/ towel as they weren't returned on the same day as we originally got them. There is a portable frame/ notice saying they must be returned by 6pm (which wasn't always up) or they can be collected from around the pool (which never happened and how would they then track room numbers?!) The hotel enforces unnecessary rules but doesn't care about serving 7yos alcohol?! There's a fine and prison time in Vanuatu for such offences. I've managed hotels in samoa- and can see that this hotel falls far short of a decently run hotel! Not to mention the cracked pool tiles, terrible pizza and cold food served at breakfast etc etc etc.....

Nice place, staff are not particularly friendly, the gold course is interesting but the Greens are unplayable and the hire clubs are crap, rooms and food are fine

The Warwick le Lagoon - This resort is probably 10 years past its prime. The aspect and layout are superb with lagoon views and great grounds. However, the beauty is spoilt by over priced drinks and meals serviced by friendly but less than interested staff. The pool area was clean and well laid out, though the pool water was less than clean, the bar(s) were understaffed leading to some long waits for service and the restaurant were just not there, constantly running out of cutlery, plates, bowls, glasses and food items. A great opportunity for a pleasurable, relaxing holiday undermined by poor service and non interested staff. Even a check out our brochure stated that an inclusion was a "guaranteed" late check out 3:00pm, but the reception insisted check out was 11:00am shrugging their shoulders at the word "guaranteed". Not sure what other resorts may be like, but for my partner and myself this was the bottom of the list of island resorts. Though Vanuatu itself is very pretty and worth the trip

The Warwick offers everything you need from water sports to food gyrations rooms and very friendly staff who can’t do enough to help you. The transport into town is very easy. This is our 10th time to Vanuatu and our first time at The Warwick. We will defiantly be back and recommending it to others. H & L

Warwick le lagoon Vanuatu is a perfect place to spend time with family, The hotel is well maintained. Super organization. 5 star service, Beautiful pool, delicious food, great water activities, very relaxing place. The staffs and amenities were great and restaurant food quality was excellent. Morning breakfast there are many options very nice.test is the best. Specialty thanks to you Rajeeba and Chef . Thank you for your good cooperation at the time of dinner. Thanks to everyone. We will visit very soon..