Aims & Objectives: Admission to the PICU is a traumatic and unexpected event for both children and their families. The objective of this study was to describe the care experience of children and caregivers, provided by health personnel during hospitalization in the PICU, in a high complexity institution in Bogotá. Methods: Through a qualitative phenomenological study, we included patients between 12 and 17 years of age and their caregivers hospitalized for more than 72 hours in the PICU, in the second half of 2023. Purposive sampling was carried out until sample saturation was achieved. An interview was applied after signing the informed consent and assent, categorizing and coding the information using the Nvivo v12 tool. Results: The open-door unit made the stay easier, generating tranquility. Some mentioned that the noise generated by monitors caused stress and did not allow rest, the need for larger spaces and more comfortable furniture. The expertise of the professionals, most of whom were empathetic, stood out, maintaining good communication and humanized care. They were able to distinguish the role of the different professionals, highlighting the work of the auxiliary staff for the time dedicated to care. Testimonies of anguish and fear for his life were evident, feelings that improved during his hospitalization. Conclusions: The experience lived by the caregivers and children was good, despite the feelings of anguish in relation to the course of the disease and the procedures derived from the care, highlighting the humanized teamwork and the tranquility generated by seeing a smile in the staff. Keywords: empathy, humanization, care, parental stressors