"I have just returned from a week at HD Parque Cristobal with my daughter. We booked a package holiday through TUI after researching both the TUI and HD websites, which clearly described the resort as consisting of 151 bungalows. This description was a key factor in our decision to book.
Due to aircraft issues, we arrived a day later than planned. On arrival at reception, staff appeared confused and told us they were no longer expecting us, as they had been informed we would arrive at 11am. We were checked in, handed a map, and given directions to our accommodation.
Following a dark, uninviting passageway—nothing like the photos shown online—we reached a steep flight of steps leading to our so-called “bungalow”. This was, in reality, a first-floor apartment in a block of six (rooms 152–157). These rooms are completely omitted from both the HD and TUI websites and only appear on the map you receive at check-in.
My fourteen-year-old daughter had to carry the cases up the steps, as we were told nothing could be done to change rooms at night. I have some mobility issues with stairs, and there was no handrail—just a stone wall. The apartment itself was broadly as expected inside, but the balcony was extremely small and could barely accommodate the chairs and table on it. There was no view (well another wall) and no direct sunlight at any point during the day. At night, the steps were very poorly lit, with only a single light at the very top that illuminated just a couple of steps.
This block is located directly beside the main road. Across the road are several bars offering nightly “entertainment”, mostly pub singers. One bar in particular seemed determined to overpower all the others. The noise was excessive and relentless, continuing into the early hours of the morning. Even with doors and windows closed and high-quality noise-cancelling headphones on, the music was clearly audible—word for word. I have audio and video recordings, but unfortunately Tripadvisor does not accept the file type.
I wasn’t expecting silence—this is Playa de las Américas—but the noise levels were completely unreasonable. You could even hear it, albeit more faintly, from the central bar area once the hotel’s own evening entertainment had finished.
We raised the issue multiple times with both hotel reception and the TUI reps, requesting a room move. Each time we were told it was either too late in the day or that they were expecting new arrivals. The noise complaint was repeatedly dismissed as “not their problem” because it originated outside the hotel. Frankly, I was made to feel foolish for even raising it. When I played a recording to one receptionist, their only response was to ask whether the windows were shut.
The TUI reps showed no interest in assisting and simply deferred everything back to the hotel. With only two nights left, I received a missed call from the hotel mid-afternoon. My phone flagged it as spam, so I didn’t see it until the following day. When I went to reception, I was told the room had been given to someone else. Apparently, one unanswered call constituted “trying”. A note under the door would have been an obvious alternative.
The pool areas were pleasant and well located near the bar and restaurant. However, the toilets by the main (non-slide) pool are accessed via very steep steps that become slippery with wet feet. There is at least a handrail. We did notice a couple of cockroaches around the outdoor bins near the pool, though none inside the buildings.
Opinions on the bar were mixed. Mocktail options were extremely limited—only two choices and staff did not appear willing or permitted to make alternatives. At times, there were noticeable waits even when the bar was quiet, as staff were polishing glasses or chatting. Most drinks, except alcohol, were self service. Coffee was from self-service machines and always caffeinated. Decaf sachets were available at breakfast but not later in the day.
The restaurant was a highlight. The food was excellent, the choice at all meals was impressive, and breakfast in particular was superb. Even the fussiest eater would find plenty to enjoy. The restaurant staff were consistently friendly and attentive.
The animation team were also excellent—genuinely warm, enthusiastic, and never pushy. We especially enjoyed aqua dance with Sergio and the music quiz night with Jesper.
In summary, while there were positives, they were completely overshadowed by the accommodation issues and the severe lack of sleep. What we were given did not match the description: an unlisted first-floor apartment being described as a bungalow is misleading at best. If you’re happy to be misled about the type of accommodation you’re booking, to have your sleep dictated by an over-amplified pub singer, and to be treated dismissively when raising legitimate concerns, this resort may suit you.
Personally, I was relieved to get home."
