"We stayed at Parque La Paz in January for four nights, booking a two-bedroom family room for four adults. The room itself was modern, spacious and well laid out, and the location of the hotel is convenient.
However, several issues significantly impacted our stay.
Before arrival, I requested an upper-floor room and received a reply stating this would be accommodated where possible. On arrival, we were allocated a ground-floor apartment and advised there was no record of the request. Following my complaint after returning home, the hotel stated they did not receive any such request and that higher floors were unavailable during our stay.
The most concerning issue occurred on our second day. We were out from 8am until just before 7pm on a pre-booked excursion and returned to find our living room balcony door wide open. We are completely certain we had not used this door at any point during our stay. As the room was ground floor, this meant it had been accessible for over eight hours.
In their response, the hotel said this was “very strange,” confirmed they had spoken to the cleaner, and stated the hotel is quiet with no theft issues (despite reports of break inns on travel pages and other reviews). While we are thankful nothing was taken, the fact remains that our room was left unsecured for the entire day. At the time of reporting it, we received no apology or reassurance — only that housekeeping would be informed. That immediate response is what left us feeling dismissed.
Shortly after, we found three cockroaches in the room. The hotel later explained they have pest control every two weeks and suggested the insects may have entered when the door was left open, due to the tropical climate. While this may be the case, at the time we were simply handed a can of spray at reception, again without apology or concern. For a four-night stay, this was not the level of service we expected.
Regarding housekeeping, the hotel provided cleaning records stating towels were changed daily and sheets were changed once during our stay. While this may align with their policy, bedding was not changed until the third night, and we were not advised that earlier changes had to be specifically requested.
Other issues included:
• A broken shampoo dispenser in the shower
• The pool area closing procedures beginning around 40 minutes before advertised closing time
• No lifeguard present when we attempted to exchange towels (the hotel advised they may have briefly stepped away)
• A general lack of warmth from reception staff
Individually, some of these points may appear minor. Collectively, they contributed to an experience that fell below expectations. We have stayed in multiple hotels in Las Américas, and unfortunately this was the most disappointing.
The hotel has since apologised and stated they strive for guest satisfaction. However, it is worth noting that concerns were raised during our stay — particularly the balcony door and cockroach issues — and the response at the time felt dismissive. That is ultimately what left us feeling distant from staff and unsupported.
The rooms themselves are spacious and modern, and the location is good. But for us, the handling of the safety concern and the overall customer service meant we left feeling disappointed rather than relaxed."
