Initially, we could relate to the poor reviews - lacking character, stark white LED lighting, some unfriendly reception staff, the diningroom resembles a canteen and looks no different at breakfast, lunch or dinner with no floral displays or sculptures. After 3 days the food choices & quality improved dramatically and the food tasted hotter, although some people still made use of the microwave to heat it more. The food on Mexican and Spanish theme nights in the separate restaurant was excellent, but a little added atmosphere would have been nice, like a guitarist maybe. We went as a group of 4 but tables of only 2 may have felt a little bored. Bedrooms were adequate in size for couples, although must have been very cramped if shared with a child, and housekeeping standards were extremely high. The only downsides to the room were that shower bases are not deep enough, resulting in total flooding of the bathroom floor unless you turn the showerhead to spray at the side wall. We used at least one bathtowel each night to mop up and left it sodden for the maid each morning. The fridge never got cold as it sits inside a cupboard with no ventilation so the heat is tremendous on opening the cupboard door, and most balconies are very small, accommodation 2 people. Most staff were approachable but seldom spoke unless we spoke to them, but this wasn't a problem. However, some reception staff were not overly friendly or obliging, especially the man whom we assume was in charge and who was very dismissive, whereas a welcoming smile would have been nice. It may only be a job to them but it is our holiday afterall and it's not pleasant feeling you can't approach them. Likewise, the Thomson rep, James, who demonstrated such a welcome at our Welcome Meeting (no reference to it being a Platinum hotel we all noticed), very soon lost his friendly, chatty manner and thereafter didn't make the effort to greet or pass the day with residents as they passed his desk near reception (not even a 'good morning') and when we did approach him about a matter he told us he'd referred our request to reception and that we must deal with them ourselves. He wasn't even interested enough to ask us whether we'd eventually resolved our issue so we took it upon ourselves to tell him that we had! We're still waiting for details of car hire which he promised too! Not the level of service we've had from reps previously and definitely not the level (or lack) of service expected from a Platinum deal. This is our first experience of Thomson Platinum, which we thought would be higher than their Gold, but it doesn't even begin to compare. However, the hotel was immaculately light and clean, aided by pale grey veined marble everywhere, but the white LED lighting was harsh, and not even dimmed in the lounge/bar area in late evening. The same lighting had been adopted on balconies too, and I'm sure that to holidaymakers sitting on their balconies, at Torviscas Playa opposite, with their warm yellow lighting, we must have looked like goldfish in goldfish bowls, although we do understand and accept the efficiency of LED lighting so are possibly being unfair in our negativity. They were turned off at midnight though. We used the top adult pool as it was too noisy for us on the lower level, where loud music was incessant. When we caught the late evening entertainment, it was excellent, especially the Bollywood and Blues Brothers nights. If we go again we'll make a point of returning to the hotel by 10pm each evening especially for the entertainment, which was held outside by the lower pool during our stay as it was so warm. Between 21 & 25 degrees at night, and 31 degrees in the daytime. The hotel is in the best location for beaches, shops, bars and restaurants, but don't worry that it's hyper in the resort as it isn't. You can do everything at leisure - stroll, people-watch, browse and enjoy a thoroughly relaxing holiday or enjoy a more active holiday if you wish. The resort was busy when we were there in early October but it never felt hectic or noisy. We enjoyed a wonderful holiday and only wish we'd been able to go for more than a week. We would consider staying at the Luabay again but we would insist on a higher room for views and light, preferably one nearer the front of the hotel rather than towards the back, and maybe next time one on the non-pool side in order to get all-day sun on the balcony (balconies are generally triangular & very small), whereas poolside rooms only got a touch of sun from 5.30pm, and it had set by 7ish. With so many good eating places on the doorstep, there really isn't a needy for all inclusive.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.