Before coming to this hotel, I read many reviews and looked at every website...And I learned that you need to see for yourself...the pictures don't tell the full story! I was totally impressed with this beautiful, off-the-beaten path hotel. The lobby, restaurant, hallways including the hotel rooms are immaculate and such a lovely smell to this hotel. I was so impressed with my room, so roomy, nice plasma TV, very clean and cool--not hot at all. It was like having your own home away from home except the balcony was the best. The beach is absolutely your own, very private. The pool area, immaculate and very inviting to families. But what really added to all this was the Staff at Lago Mar. Everyone cordial and simply ready to please. I am in the customer service business and this place "gets it". This was a business trip for me and I usually come to Florida every year for vacation and will look to stay here...

I booked this hotel following reviews on this site, but that was 12 months ago, and I note a few are popping up that are not very complimentary. I have to agree and I hope that the non existent general manager and owners read this and get their act together before they lose the reputation they clearly used to have.

I stayed for 1 week at the end of May 2006 and I have very mixed feelings about the place, so I will try and explain for others thinking of booking to stay.

The room I had was great, but the bathroom was very small and cramped. The TV is poor with very limited choice of normal channels, I guess so you will pay for the movies (good selection of those)

Good Air Conditioning, but it shuts down when you leave the room, but it still seemed to work fine.
A connecting door to another room meant we suffered next doors TV and noise until 2-3am in the morning, so not very relaxing.

A very good valet service is available for car parking, which is good because there often are no spaces to park the car; they are all sectioned off for Valet parking only (another way to make money I wonder)

Buffet breakfast is Fine, but cereals tasted stale, no real butter available we had to go and buy our own, fresh fruit was often brown, but you were Ok, if you picked your way through it, bacon tasted and looked like it had been under the heat for hours, but then again I think it had. Great chef doing eggs/pancakes etc fresh to your liking. Staff are hit and miss, we witnessed many guests leaving unhappy, one old couple just wanted toast and eggs, but were told they had to pay for the buffet then they could have anything they wanted, but no one seemed to care, they repeated they just wanted eggs and toast so they sat clearly confused then left without any breakfast. I felt really sorry for them.
Trying to get coffee refills, or plates cleared was impossible at times in the restaurant.
The staff do not listen, one waitress was so pre programmed that she keep saying how you all doing, over and over again, up to 25 times in one visit, but she did not want or listen to your answer, we tested it, as we got so tired of the constant question, we replied the same as when you asked me 1 minute ago, she said fine, then we tried a new reply of, not very good, and the answer was fine!! Clearly all the 18% tips have gone to her head.

IT is VERY expensive, and I do not feel it is value for money, the hotel does not allow you to pay for anything as you go, it all has to be signed for, you do not get a copy of the bill, so have to use memory to check you have had all the items on your bill at the end of your stay.

18% tip is added to everything for service, so if you get poor service you have no choice, and with the box below saying additional tip you are left feeling tight if you do not then leave an additional tip, by the staff, and your service gets worse. (if that is possible)
So for example at the SELF SERVICE buffet breakfast you get 18% added to your bill, or if you buy an ice cream in the soda shop, you pay 18% service on top, call me old fashioned but I enjoy giving a tip to helpful and friendly staff to say thank you and well done for looking after me so well, I do not like having that option taken away from me, and when I have very bad service no tip should tell them you are not happy with the service.

I attempted to try and speak or even meet the general manager of the hotel, but I do not think he or she exists, as I never managed it, and I never got a call back.

Reception is the worst I have come across, on two separate occasions they as good as called me a liar, then had to retract it later (without an apology).

Every time you spoke to a manager (and everyone you seem to speak to claims to be a manager) they would say one thing, do another and criticise another department.

I asked for a fridge in the room, (as I need to keep my injections in one) I was told not possible, by the very unhelpful, could not care less staff on reception, even though I had understood I would have one in the room, I was offered a room change for $1400 to get a fridge, and I pointed out I could go and buy a fridge for a third of that price. Ice has to be delivered; I eventually managed to get 2 ice buckets, but had to keep constantly calling down for ice.

House keeping is a disaster, the first day my room was cleaned at around 09.30, the next day it had not been done by late afternoon, and I said I needed to have a rest following an injection, I was told they would come and do it immediately, I left the room so they could do it, and returned 1 hour later to find it still not done, I spoke to reception they again said it would be done at once, I said that I was not accepting that as they had said that 1 hour before, so I asked for a manager, none was available, I asked for the head of housekeeping, when I spoke to this lady she said reception had no right to say the room would be done at any time, as she was in charge, not reception, and only she said when rooms were to be done!! She then said she would get it done, so I left the room again and went to reception.

I asked for the hotel manager, but he was not available, but the lady said I am a manger (something you here a lot of) she was very helpful I thought, and asked what time would be best for me to have the room done each day, and I said around 10.00am fitted me best, she said no problem the room would be done by 10.00am each day. I also spoke to her about the fridge problem, and she said we will get one sent to the room now.
When I returned to the room, it was cleaned, and I now had a fridge!! well done.

The next day the room was not done until late, and I left it, then the following day I again returned late afternoon to find it not done again, I went to reception, and asked for a manager (I am a manager the guy said!) I explained the above, and was told they would never agree to do a room by a set time, as it was not possible, I asked if he though I had made it up, or was lying, he did not answer that only saying they would never agree to do a room by 10.00am. I asked for the lady manager I had seen, but she was not now in until the following week, I asked the lady on the switchboard who had witnessed the events two days before (and joined in the conversation with myself and the manager) but she failed to confirm that I was not lying. I said I wanted to speak to the general manager, he was not available, but would call me, he never did, but I then got a telephone message later that day, saying that yes they had agreed to do my room at 10.00am, and they had credited my hotel account with $75 as compensation.

This is just one small example of the problems with reception,

The next area is the pool, the pools and grounds are fantastic, with a large pool in the central area, and another pool to one side, this pool is deeper, and has a sign with lots of rules about its use (the hotel has a lot of signs and rules but no one seems to follow or enforce them)
Some of the things the sign states are, No Noise, No toys, No games, No unsupervised children etc which gives the impression it is meant to be a quiet area where adults can relax and read, or swim in the pool. This is not the case as no one enforces the rules.

To give an example, one morning I was relaxing by the pool, to have the peace shattered (well peace if you discount the workmen drilling, and planes flying over) by children running around, throwing Frisbees, jumping in an out of the pool, screaming etc. I suffered it as long as possible, and eventually went and spoke to the guy in the towel hut (Mr Grumpy) he said he would take a look, he did, he took a look and walked away.

The noise got worse with a group of unsupervised young boys started running and dive bombing the pool, several older guests packed up and left in disgust, I went to the restaurant near the pool and asked for a manager (I am a manager the voice replied) I asked who was supposed to supervise the pool, and the guy in the towel hut was pointed out to me, I explained that I had already tried that route to no avail, she explained she would speak to him, and eventually he returned and asked the boys to leave and use the much larger pool. Peace at last.

I read some others comments on the beach, which I fully agree with, it is promoted as a private beach, but it is dirty, and you have to pay to use the sun beds, it seems this hotel wants to charge the earth and not provide the service that should go with those charges.

The beach café I agree with the comments is a waste of time, I wanted an ice cream, but could not get one, and was pointed in the direction of the soda shop, when I get there, a sign greeted me, saying no bare feet, shirts must be worn, and no wet costumes, so as a good guy I am, I went to my room, got showered, put my trainers on, dry shorts, and shirt and returned to get my ice cream, clearly I am stupid, as when I returned I found the soda shop full of people in bare feet, no shirts, and wet costumes!!

This is just a few events on my week at the Lago Mar, I have to say I was not sorry to leave, it is overpriced and over rated with no one available to listen to guests.

We stayed at the resort with another couple for an anniversay trip. We were looking for a romantic relaxing time. What we got was a great place to travel WITH our kids! The facility is above average for a "family place" I found the rooms very nice and clean, with great views and tons oF space. We had an excutive suite, which has a king bedroom and a sepearate room with a double pull out couch. If you are looking time away form the family scene try another place! They sell summer memberships to local families so you have lots of moms and kids in for the day. The other surprise was the food was EXCELLENT and I am picky. Yes the varity during the day is average but remember this is s family place so you are not going to get fancy lunch food. The breakfast was great and dinner was as good as any high level restuarant. Another note you have to use a room charge for everything because they do not use cash at food outlets!! We also used the spa and found it on par for the cost about an average spa experience.

My wife and I stayed at the resort May 7th to the 12th 2006 for our anniversary. We had a wonderful time. We had a suite overlooking the beach and inlet which made it much nicer. There was an air show going on when we arrived. We were glad too that we had a rental car (Jeep) because nothing is within walking distance of the resort and the water taxi no longer stops there. Our room was ready when we arrived at 1 PM and it was nice and new looking. Also it was very clean and well kept (Plasma TV too). There was a LARGE safe in the room which we like in hotels. Makes us feel like our valuables are more safe while at the beach or pool and we don't have to carry as much with us when going out. My wife loved the robes they let you use. It was slow when we were there but were told it usually is much more crowded. We easily got chairs on the beach and at the pool. We wish the pool was one circle to do laps. It dead ends and you have to get out, walk 3' and get back in to do laps. A simple bridge to the island in the center would be better (And easy to still do). Shade is at a premium so if they were busy you may have problems. The hurricane took the tops off their palm trees (See pic). The inlet is next to the resort so you can watch the ships go in and out. Planes fly close too. There were many infants there during our visit so it was small kid friendly. Not much for older kids to do. At night there was nothing going on for adults at the resort so we used the car to go many places. Lots to do close by from South Beach to Los Olas Blvd (Great wine fest) and more. Avoid the Sawgrass mall. Oh - the Hard Rock casino was really nice too and real close. The water taxi was fun. The air show is every May - nice event. Downtown was mostly loud kids drinking heavy and bands at outdoor bars. Actually it was fun to see.
The restaurants at the resort were OK but overpriced. We ate out most meals. There are good breakfast, lunch and dinner places close by and a grocery store too. The breakfast buffet was $15.99 and they add 18% tip to anything you do at the resort and you can only up it. We're not cheap and added extra tips most times but 18% for buffet was silly we thought. You got your own food and juice. We don't usually vacation in the same place twice but we'd consider taking our grand kids here when they are a little bigger.
Jim / Vicki NJ
PS- Their business center has nice computers to use for any reason. Also, MOST of the staff was very nice and super helpful. More then most resorts. Maybe one or two weren't "super" friendly to the guests. Plenty of free parking when we were there except one night - lot was full. I think a conference was going on.