Maspalomas Resort by Dunas in Maspalomas

Very disappointing stay – far from a 4-star experience

We stayed at this hotel over New Year’s and were extremely disappointed. The property is very large, yet there is no bell service. Upon arrival and departure, we were left to carry our own luggage across long distances, which is unacceptable for a resort claiming to be 4-star.

One of the most frustrating policies was the beach towel system. We were required to pay a deposit for towels, and they could not be exchanged during the entire week unless we paid an additional “cleaning fee.” This is unreasonable, especially at a beach resort.

The hotel advertises itself as all-inclusive, but the kids club was not included, which felt misleading. The buffet restaurant was very subpar: limited choices, food that was not appetizing, frequent dirty dishes, and, most concerning, the presence of cockroaches. Service in the restaurant was mediocre at best, with staff often appearing irritated rather than welcoming.

Drinks were served exclusively in plastic cups, which further detracted from any sense of quality. The pool was advertised as heated, but in reality it was freezing cold. On top of that, there were an excessive number of rules just to use the pool, making the experience unpleasant and restrictive.

The rooms are in desperate need of renovation. They felt old and poorly maintained, with inadequate lighting, peeling paint, and a leaking shower. This is not the standard one expects at this price point.

We made a formal complaint after a very poor interaction with a receptionist who literally threw the towel cards at me. No apology was offered, and no effort was made to remediate the situation or acknowledge the issue.

The only positive aspect of our stay was the animation team, who were genuinely entertaining. The kids especially enjoyed the mini disco, and credit is due to that team for their energy and professionalism.

Overall, this hotel is supposedly a 4-star resort, but it felt very far from the mark. I have stayed in this region many times at genuine 4-star properties, and this was nowhere near that standard—despite costing the same. It is unclear where these stars come from, but they are certainly not reflected in the experience.