Damp in room meant that we couldn’t use the wardrobes at all. Had to fold our clothes on the spare bed! Toilet seat wasn’t correct for the toilet - kept falling down. Lack of cooking utensils provided e.g, no small paring knife, no saucepan. The noise of padel all day, every day was torturous! Staff were very friendly though.

As a head housekeeper of some years the apt I had was spotless, I don’t usually check but because it looked surface clean I had a little dig around and couldnt find anything to complain about. Incredible cleaning team and the grounds were stunningly beautiful

“Verschrikkelijke hygiëne en achterstallig onderhoud”

Parque Eden was echt een verschrikkelijk hotel. Overal schimmel op de badkamer rondom de douche, echt goor! De kamers in het gebouw van het restaurant zijn er nog slechter aan toe dan de kamers in het gebouw van de receptie.

“Ik zou het niet aanraden”

Na een nodige kamerwissel vanwege kakkerlakken in de keuken en badkamer, kregen we een kamer met mooi uitzicht op de Teide. Deze was ietsje beter maar door de renovatie was het een vreselijke rommel op de begane grond. Het lawaai begon al om 07:00 in de restaurantkeuken. Ik had graag een compensatie gehad voor deze overlast van Tui. Kort voor vertrek kreeg ik dit te horen. Ik had wat meer betaald voor een comfort kamer, nou weinig comfort gemerkt. Magnetron was ook niet aanwezig dit stond wel in de beschrijving. Van de 6 dagen ontbijt maar twee keer hier gebruik van gemaakt, ik vond het niet te eten. 1 x gebruik gemaakt van het diner dat je echt geen buffet mag noemen. Ik heb nog nooit zo een karig buffet gezien en dat voor €22 p.p. Er werd nergens muziek gedraaid bij de zwembaden, de activiteiten die er werden aangeboden zoals bingo waren niet echt gezellig. Voor de sfeer hoef je er niet heen. Barpersoneel leek er ook geen zin in te hebben op de 5e verdieping. De lift in het bijgebouw komt uit de prehistorie. Het hotelbusje naar het centrum vond ik echt een pluspunt want de helling op en af is geen kattenpis. Maar je blijft er wel lekker fit door. De tuin rondom het hotel is echt het beste dat ze hebben. Veel hagedisjes te zien. Voor jongeren weinig te doen. Ik zou er niet weer heen gaan in elk geval.

I am writing to make a formal complaint about the holiday experience we had at your hotel. Unfortunately, the standard of accommodation, food, cleanliness, customer service and facilities fell far below what we reasonably expected, and the holiday was extremely disappointing and stressful. From the outset, we experienced significant problems. Upon our arrival, at approximately 4:00am, we were greeted by the sight of a dead rat on the walkway leading up to the hotel. What was particularly concerning was that the rat was still there two days later. This immediately raised serious concerns about the cleanliness and hygiene standards of the property. We were also woken at approximately 7:00am on our first morning, having had very little sleep after our 4:00am arrival, by extremely loud construction work. This included workmen using a concrete rotavator and repeatedly banging a metal shovel. We subsequently had to change rooms, which involved unpacking our belongings and then packing and unpacking again in another room. Unfortunately, this did not resolve the problem, as we were still woken at around 7:00am by construction machinery, including a digger, while work was being carried out on the gully. Other members of our party experienced the same disruption for several days before they were eventually moved. The food was another major issue. The breakfast provided was cold, very limited, tasteless and appeared to have been contaminated by other foods, which was particularly concerning given the overall lack of cleanliness we observed at the hotel. On several occasions, the food did not appear to be adequately maintained or presented in a hygienic manner. We became sufficiently concerned about the possibility of becoming ill that we eventually stopped eating breakfast at the hotel altogether. We were also disappointed to discover that there appeared to be no suitable alternative food arrangements other than the hotel’s inclusive dining option. This was not clearly advertised or explained to us before booking. As a result, we were effectively left with the choice of either leaving the hotel to find food elsewhere or paying additional money for dinner at the hotel. On one occasion, we did pay for dinner. However, the experience was extremely poor. We were given approximately 10 minutes to eat before staff began removing the dishes, leaving us with little opportunity to properly enjoy the meal. The food itself was of a very poor standard, with the chips being the only redeeming part of the meal. The advertised entertainment was also a major disappointment. We understood that there would be activities and entertainment taking place throughout our stay, but in reality there was very little available. Other than one day when a barbecue was provided, there was effectively no entertainment for us to enjoy, despite activities being advertised as taking place every day. The cleanliness of the accommodation was equally unacceptable. The apartment we eventually moved into was not cleaned properly on several occasions, and other members of our party experienced the same issue with their accommodation. Given the concerns we already had regarding the hotel’s general hygiene, the lack of proper cleaning was particularly troubling. We also found the attitude of some of the front-desk staff to be rude, dismissive and unhelpful when we attempted to raise our concerns. What was particularly telling was that we were not the only guests experiencing problems. We spoke to several other UK holidaymakers who expressed very similar concerns about the food, cleanliness, facilities, staff and general standard of the hotel. We were offered the option of either cancelling the holiday or rebooking at a higher cost. However, this was not a realistic solution. At less than two weeks before travelling, all members of our party had already arranged and booked annual leave from work, which could not simply be rearranged. Consequently, we had little practical choice but to remain at the hotel and endure the problems throughout our holiday. The combination of the construction noise, poor food, hygiene concerns, inadequate cleaning, lack of advertised entertainment, poor customer service and the overall condition of the hotel meant that we were unable to enjoy the facilities and experience that we had paid for. In fact, we deliberately avoided using many of the hotel’s facilities because of our concerns about cleanliness and hygiene. Overall, this was one of the worst holiday and hotel experiences we have ever had. What should have been a relaxing holiday instead became a very stressful and disappointing experience. We feel that the accommodation and services provided were substantially below the standard that was advertised and that we paid for. We therefore request that you investigate this complaint fully and provide an appropriate response and compensation/refund for the significant loss of enjoyment and the failure to provide the holiday experience and services that were advertised and paid for. We would appreciate a detailed response addressing each of the issues raised above, rather than a generic acknowledgement of our complaint.