Appalling Customer Service. Not a 4 Star Hotel. Misleading website Information. I booked the holiday via Thomas Cook travel and we were looking forward to a nice relaxing break based on the information on the Thomas Cook website and the La Laguna Hotel website. What I was expecting as per the information supplied and what we experienced fell far below the standard of a 4 Star Superior Spa Hotel from the descriptions advertised. Once in our room we were not impressed as the room looked out on a raised covering that had limited view. The room was in need of updating and looked to be the same décor since the hotel was built. The bathroom had a bath with a shower hose that did not look safe to be standing in. I went to reception and asked to be moved and was told the hotel was nearly full and all the rooms were the same. I was offered a Junior suite for an additional charge. I was happy to pay for an upgrade and I asked to see the Junior suite hoping it would be a vast improvement but it had the same outdated decor and bathroom. I declined this as it was not worth any additional cost and settled for another double room on the 2nd floor. This was not any better. The door was falling off the cupboard where the fridge was enclosed. The beds were uncomfortable and well used. There were some loose floor tiles in the room when walking. The air conditioning, even when it was turned off at night still, had noise coming from the ducting in the ceiling. The morning after arrival I went to use the "Gym". This looked like a converted bedroom with very little machines to exercise with. No exercise mats were available to put on the floor. Air Conditioning did not work. The TV did not work as no remote control. There was a toilet shower room in the gym but it did not have any towels or soap and the shower area had never been completed. Some of the gym equipment was not safe to use. When I spoke with reception, they advised I let them know in advance before using the gym so the air-con could be turned on. On my next visit to I informed the reception to turn on the air-con but after 20 minutes nothing was done and it was impossible to use because of the high temperature. At 9.30am the same morning we went to the Hotel restaurant for breakfast and joined a queue waiting for available tables. The restaurant was very busy and had only two waitresses working. I noticed queues waiting at the coffee machine and at various areas of the buffet bar. It was chaos with no organisation from the staff. We finally got a table after 15 minutes and then queued again and had long waits for fruit, cereals and hot buffet items to be replaced. The 'hot buffet' food was never hot! This breakfast service did not improve as the week went by. One of the coffee machines was out of service the following day and was still out of service for the remainder of the week. The hotel pool was closed for a day and a half and no communication or apologies were given to the hotel guests to inform them what was happening. I asked could I use the pool at the Spa but was told it would be an extra charge. The sunbeds around the pool area were well used and extremely uncomfortable. Hotel La Laguna is not a 4 Star Hotel. It was understaffed and the hotel reception were not interested if you raised any issues with them. The hotel rooms require a major update and it's overpriced for the appalling service received. It is clear if you book a standard room with Thomas Cook Holidays at this hotel you will get one of these outdated rooms. Thomas Cook Holidays website does not have any photos of the rooms. I would not recommend the Hotel La Laguna or Thomas Cook Holidays as both companies advertise misleading, false and incorrect information. I have written to the hotel to highlight the above issues but they have not even acknowledged my complaint and replied. I guess they will reply to this once it’s on Tripadvisor with the usual scripted response. I have also written to Thomas Cook Holidays but their response was if I had raised the issues with them when on my holiday they would have got them resolved ! I don’t think so !