Bungalows Maspalomas Dunas

Let me start with the positives. Great place to stay loved the villas, the pool was amazing and the entertainment couldn't do anymore if they tried. The food was brilliant so much choice. We were so looking forward to returning until we found out that the family next door to us had money stolen and then upon inspection we realised that 4 of our party of 6 had also had money stolen from their purse. Yes it should have been in the safe but we felt comfortable and safe that we didn't think we needed to. Reception we're very dismissive of us and wasnt helpful at all. The manager the next day was very apologetic but sadly this has changed our mind about returning. People's safety is paramount whilst on holiday, money can be replaced.

the bungalows on the resort are great. If the airco works... it was very clean, 2 bedrooms, bed where big and very good. maybe the best bed ever on a resort experience for me. Buffet food was good. Breakfast a lot of choice. Dinner almost every day another theme. There was a lot of choice, fresh cooking. Resort was very clean. Very nice swimming pool. Not so very big. overall whe had a good holiday.

The first thing we would like to highlight is that many employees were very nice, friendly, and helpful. We met people who were clearly trying to do their best and take care of guests, and we truly appreciate that. Our disappointment is not directed at the majority of the staff, but rather at the condition of the resort, the maintenance, the organisation, and the overall approach to guest experience. We paid around €5,000 for our holiday, expecting a much higher standard, but the reality was completely different from what was presented by Itaka. We read some reviews saying that the reception area was not attractive, but everything else was good. From our experience, it was actually the opposite. The reception area is probably the most presentable part of the resort. However, once you cross this area and enter the rest of the property, the experience changes completely. The surroundings, buildings, and facilities look poorly maintained and neglected, creating a very disappointing impression. The accommodation was the biggest issue. The first bungalow we received (room 831) had a serious mold problem on the ceiling. After reporting it, we were moved to a second bungalow (room 631), where there was water coming from the ceiling and a very unpleasant smell. It was clear that this was not a new problem, and we found it unacceptable that such a room was offered to guests. We were then moved for a third time (room 532 closer to the reception area), but unfortunately the overall condition was still far below the standard we expected. On the second day of our stay, we contacted the hotel management. We appreciated that they responded relatively quickly and listened to our concerns. However, the solutions offered were not enough considering the seriousness of the situation. We asked if we could move to Suites & Villas by Dunas, or at least have the possibility to use the restaurant there instead of the restaurant at Maspalomas Resort by Dunas. We were told they would do their best, but then we did not receive any clear update for several days. Eventually, halfway through our stay, we were given permission to dine in the other part of the resort. We were genuinely grateful for this possibility because the experience there was much better. However, we do not see this as a major effort from the management — it was a relatively simple solution that could have been offered much earlier and would have significantly improved our holiday. The difference between the two parts of the resort was very noticeable. The food quality in the Maspalomas Resort by Dunas restaurant was very disappointing. The selection and quality did not match the price level of the hotel. For example, the scrambled eggs appeared to be made from powder, which was a big contrast to the food quality at Suites & Villas by Dunas. Once we were able to dine there, we noticed a drastic improvement. The food was much better quality and the overall dining experience was completely different. Additionally, the coffee service was very disappointing. During breakfast, guests could use the coffee machine included in the meal, but outside of breakfast hours, if you wanted a proper coffee, you had to pay an additional charge (around €5). There was no possibility to simply use the coffee machine during the day as part of the hotel service. For a resort of this price level, this felt very unusual and disappointing. The swimming pool was another major disappointment. It was visibly dirty, with damaged and loose tiles and signs of mold and poor maintenance. We have photos documenting the condition. The pool area did not look clean or inviting, and we did not feel comfortable using it. The restaurant itself was also disappointing. The air conditioning was not working properly — in some areas it was extremely cold, while in others the air was hot and uncomfortable, making it difficult to stay there. When we reported this issue, we were told that the hotel was not aware of any problem, which was surprising given how obvious it was. The entertainment programme was another disappointment. Activities were offered almost exclusively in French, without checking the language preferences of guests. This made many visitors feel excluded. Some activities also raised hygiene concerns, for example when guests wearing their clothes were encouraged to enter the swimming pool. Another unexpected issue was the towel policy. Guests are required to pay a €10 deposit per towel, and every towel change costs an additional €1. This was the first time we experienced such a system, and it felt unusual and inconvenient for a holiday resort at this price level. Finally, we were also disappointed with the lack of flexibility at the end of our stay. Our flight was at 8:00 p.m., so we asked if it would be possible to keep the room a little longer. The first response we received was immediately that there was no possibility. Later, we were informed that we could extend the stay by paying an additional fee (for example, €20 for two extra hours or €40 for more time). On the second side of the resort we would also like to mention Alex, the Experience Manager, who was one of the people who truly showed commitment and interest in guests’ experiences. She was engaged, attentive, and clearly cared about customer satisfaction. Her approach was a very positive example of how guests should be treated. Unfortunately, we also had a very different experience with one employee working at the pool bar. On several occasions, her communication with guests came across as unpleasant and rude. We witnessed situations where guests were spoken to in a way that felt inappropriate and uncomfortable. This was the only person we personally experienced in this way, but we believe it is worth mentioning because the way guests are treated is also an important part of the holiday experience. Considering the issues we had experienced during the stay — including offering being moved between three different bungalows because of serious problems — we believe that offering a few extra hours free of charge would have been a very simple and meaningful gesture of goodwill. It would not have required any significant effort from the hotel, but it would have shown empathy and appreciation for guests who had already experienced a very disappointing stay. Overall, this hotel has some wonderful and hardworking employees, but unfortunately they cannot compensate for the poor condition of the resort, accommodation problems, cleanliness issues, inconsistent standards, and lack of flexibility in important moments. For the amount of money paid, this was one of the most disappointing hotel experiences we have had. The experience at Suites & Villas by Dunas was noticeably better, but the overall stay at Maspalomas Resort by Dunas did not meet the expectations created by the price and the way the hotel was presented.