HL Paradise Island

Currently here for a second time and have to say its a big let down we spend alot of money on this holiday the hotel is filthy bathrooms never cleaned rooms are terrible beds are like brick house keeping a very lazy only cleaned are room twice and folded dirty towels and put them back because my daughter makeup was still on them food was terrible staff are very rude alot of fighting and shouting around the complex my son even witnessed a man been arrestrd and also my son got locked in a bathroom stall for over an hour before a staff member came to help he has special needs and was very distraught shop is overpriced do not stay in this hotel if I could give it no stars i would

Never ever again i put me foot in that filfty hotel it was disgusting dirty shower heads bern complaining 3 x nothing done at all floor dirty and pool dirty buffet is a nightmare so glad we moved outva got somewhere else a stayed inna beautiful bungalow with a clean pool aswell

Here’s my complain to Thomas Cook who just said ‘ the hotel denies all your feedback, have you seen the photos?’

So disgusted that I will also never use Thomas Cook again.

My complaint is about the hotel and facilities, they were not 4* as you advertised, the place was exceptionally run down and not for unsanitary.

Firstly when we arrived the bathroom sink was blocked, it took hours for Someone to come and the smell was awful. It continued to block daily despite reporting that whatever they were doing was not solving the problem.

The kids splash pool was closed for 4/7 days due to the same child pooing in the water and then their cleaning method took 5 hours meaning it was closed for the remainder of the day, even though 5 hours took you to sometimes 3pm and it didn’t close until 6pm, they simply left it shut. I reported this numerous times and the reception staff said there was nothing they could do. They should have spoken to the family responsible, this was the only reason we chose the hotel for our 4yr old. This ruined the holiday for all other guests wanting to use it.

The facilities were unclean and worn to the point of being dangerous, most paths had missing cement and there were lots of holes and gravel which we were tripping over and also the main path to the top of the water slides for the splash pool were dangerous and children kept slipping and skidding, including my niece.

There was lots of graffiti which had clearly been there for some time and the kids club area bar, was never open but was covered in rubbish which must have been there for over a week. The child’s play area had 1 working swing, the entrance to the slide was covered in sand, clearly from significant build up over time so the carpet was awful to walk on and my niece was covered in sand and scratches from the sand when trying to use the slide. All of this was reported to which the replied ‘they’d look into it’

The hotel room was not cleaned at all, the cleaner came once and ‘made’ the bed, didn’t change it and the floors and bathroom were completely untouched. The balcony overlooking the pool was covered in bird poo and was unusable as a result, this was reported again to reception and they advised they would send a clear who clearly never came.

The hotel was advertised as a ‘family resort’, all inclusive finished at 11pm and the pool bar closed at 12 however there was lots of parties on the pool side with adult and speakers which were directly under our room, it felt unsafe to approach them to ask to keep the noise down so I went to security, there was nobody on staff that night. Each night for the 7 I was there, I didn’t sleep until 4-5am due to parties laying that long, there were also kids in the pool until the early hours, throwing us beds around and in the pool, again I went to see security and they advised it wasn’t something they could deal with as they go quiet for 5 minutes and then start back up Again. The fact that security wasn’t patrolling or addressing these issues made us really concerned for our safety so rather than conforming these people each night we had no choice but to lie in bed listening to the music, screaming and shouting until they had had enough.

Overall the hotel experience was poor and our last holiday before my Niece starts school was completely and utterly ruined. Our pick up time for our return flight was 3:21 and we did not get any sleep before this which meant we had an overtired 4yr old and family who just couldn’t wait to get back home after this nightmare!