Parque Santiago 3

We have used this hotel many times over the last sixteen years and never had a problem however this time was very different. The reception staff were very rude from the beginning. We were put in a block where many of the apartments around us were being renovated the noise and dirt and rubble we had to live with for the week was horrendous . We approached reception to ask what could be done and was told nothing could be done because the hotel was fully booked and referred to customer services where we were offered two complementary drinks which I found an insult . We will not be using this hotel again and wouldn’t recommend there’s better places to stay

This is our second stay here and we love it. We had a room right by the pool which was nice, yes the rooms might be abit dated but they everything you need so we where happy. Pools are really nice and the kids section kept my 5 year old entertained throughout the stay. Reception staff were really helpful on a few occasions including a late check out room with suitable wheelchair access needs so thank you. Overall another lovely stay and are looking forward to returning next Easter

We’ve stayed here purely for the facilities and water slides, which are good. The location is great, with everything is on the doorstep. The rooms are horrifically bad, if you end up in the older rooms. Even if you ask for a newer room, slim chance you’ll get one. We’ve stopped in a one bed apartment and a two bed apartment. There is no air conditioning and the ceiling fans squeaked in both rooms - not great in summer high temperatures! The rooms are not child friendly, there are low balconies in the two bed apartments, which are dangerous for children as they aren’t sturdy. There were loose cables, cracked tiles, nails sticking out of a wardrobe and a shower that leaked everywhere. I raised these issues as the bannisters were not over 1m high, which I didn’t think was legally compliant, but Jet2 said they were (not convinced). The kids liked the slide and the pool, however would not return. It’s massively overpriced for the accommodation that is provided. If you get a room facing the Main Street, you can hear the noise at night. It’s a fight for a sun bed as well, as you’d expect. If you visit here, it’s for the location and the facilities, not the rooms. I won’t be returning.

We arrived at the hotel to find the room not ready, it was after 3pm so it should have been however, it wasn't a big issue. When we got the keys to the room, this is where the issues began. It was AWFUL, I had emailed and messaged the hotel via social media many times, asking for an upgraded room (having read some reviews on here) and was willing to pay... They had put us in the block where the refurb was being carried out, everything was thick with dust and our balcony which overlooked the main street (noisy at night) was basically a slice of wood crossed over with some yellow plastic stuff over it - less than ideal with a 6 year old, positively dangerous for anyone with smaller children. As I arrived in reception to complain I received a timely email from Jet2 to say they have been notified of concerns around the hotel and to ring them if we wish to change accommodation. So I rang them, to be told it's too late for them to help us as we are already in resort. Anyway, the Jet2 rep Chelsea was amazing. She got us an alternative room for the next day and couldn't have been nicer. In the end I paid for an upgrade with the hotel, but this blew my mind because why would you put paying customers in an awful room, when you have better options available. The room Chelsea sourced was better than the one we had been given, the one I paid for had had a refurb and for the price it made sense to have the nicer option. The hotel itself is great, loads of facilities, decent food and drink options, amazing location and brilliant pool area with slides etc for the kids. We would return, but only when the refurb is complete, the dust has been cleaned, the pink bathroom suites are destroyed and most importantly, the balconies are safe.

First time staying in this particular accommodation.We enjoyed our stay,it's perfectly situated in Las Americas.Very good spacious apartments,clean and tidy.Its a big complex and some areas have a lot of steps to apartments which may not suit person with mobility issues but there are ground floor apt.available.

I’ve been staying here with my fiancé since 2019. It used to be our favourite place to stay, until our holiday in December. They’ve recently changed the booking system, it used to be pick of the lottery and we used to always end up with a decent room. Until now, they placed us in a tiny studio in Santa Maria block, it was dark & dated. The bathroom was grotty and had no ventilation. I went down to reception to complain and was told if I wanted a new room it was £240 extra and I didn’t get to pick where it was. (it was facing the golden mile - main road). My partner refused to pay any extra because we’ve changed rooms in the past and didn’t have to pay. I know they’ve renovated the complex and they’re trying to be slightly more up market but as returning guests it’s really put us off and will not be coming back unfortunately.