Micol
There are so many things that went wrong during my 3-days stay that I feel the need to use bullet points.
1. I was supposed to meet my friend at the lobby and share a room with her. My friend was in charge of the room but my plane would have landed earlier than hers, hence me arriving earlier at the destination. Before my stay, she contacted the hotel multiple times to have a smooth check-in: she made clear to the hotel personnel that I would arrive solo, so she provided them with my passport number and arrival times. She never received a reply.
2. Upon arrival, I was asked to pay in order to access the room. Shocking. So she had to pay electronically in a rush while boarding her plane to allow check-in for me. Why did she never get a reply? Why when she asked to pay in advance wasn’t it possible, but then it was suddenly mandatory to allow me to the room? Why we had to go through all this when she specifically asked you to solve the issue a week before check-in?
3. After paying online, the amount was clearly not correct. Guess what? She paid more than expected. When she finally reached the hotel, my explanation request was answered by an attendant that wasn’t even listening to the full question and brushed it off with “It’s tourist tax”. Turns out it wasn’t. Another attendant the day after realized the mistake and told her she would receive a call promptly to confirm the refund. Guess again? Never received. We had to make our way to the lobby again to get a verbal confirmation she was going to be refunded. No call. No apologies. Full attitude.
4. Our request to have twin beds was fully disregarded
5. The room had mold at the base of the shower and the sealant was all ripping off.
6. When I was still alone in the room, a “hotel smile caterer” -whatever that means- fully entered the room without knocking only to leave a card (?!) asking us to leave a review. Yes, here we are. She apologized and took off. Wild.
7. I had small face towels on day 1 that disappeared right after, and never came back.
8. The cocktails were extremely sweet and overloaded with pre-made syrups. They make up the recipes based on who is serving you (at some point they stated that a Negroni had no gin in it!) and they don’t prepare drinks where you can see them. Amateurs.
9. It was impossible to have the waiters' attention during meals to order drinks, please be aware you’d better take them into the dining room from another bar before.
10. English was a no-go with some waiters.
11. There was absolutely no entertainment, it was as boring as it can get, especially since the weather was not nice. If you have a daily schedule, why the entertainers don’t even show up at the time of the event? Why have a schedule at all?
11. I booked an a-la-carte restaurant, specifying the Mexican one, and I got the Spanish instead. Well, if the difference isn’t clear to you, I don’t know what to expect
12. Sangria tasted like cough syrup, I never got side plates (we were sharing) so the table was soon a mess. The nachos package was left open for way too long, the supposed-to-be guacamole was a pre-made avocado sauce. We couldn’t order all the tacos we wanted for no apparent reason: the limit wasn’t written anywhere and people, it’s an all-inclusive, you know? But wait, there’s more. I received a tortilla that had a full whole in it. A whole! How am I supposed to wrap a taco in that?? Wait again, did you get the memo that fish tacos are not supposed to be only made by a tortilla taco and some pieces of dry super-fried fish? There should be some kind of coleslaw, herbs, tomatoes, and… just other ingredients?? It’s a complete dish! Funniest ever: your server asked us how the meal was. We said not good. And he took off. He disappeared! That was the masterpiece of professionalism. Bravi tutti!
By all means, be aware we are not writing this to improve your service but potential guests need to know what they are going to get for the money (lots) paid.
The fact that Ibiza is overpriced, doesn’t justify the plain lack of effort on your hand
Kayleigh Blake
Is it normal service for your team to not respond and then to ignore your customers?
I have a booking next month and I’m bringing my one year old baby and would like to ask very simple questions about the room and crib in preparation yet, I’ve emailed your email address recepcion.whiteisland@palladiumhotelgroup.com twice and had no response.
Today I called reception twice and the women transferred my call both times to a booking call centre which was not correct, she didn’t want to talk to me or listen to my questions that was clear, and now, your hotel reception number will not answer the phone when I call… which believe me I’ve tried nearly 20 times since those first two calls.
Is this the kind of service I have to look forward to when I arrive? So far, I’ve been left very frustrated and unsatisfied and I’ve not even arrived at the hotel.
Very very unhelpful, what a waste of my time today.
franck guillet
Overall good, many efforts done for the quality of the food even if it is not perfect (quality of the coffee for the breakfast very poor, much better at the bar..) same for orange juice (fresh needed please) good services especially Maria the morning !
Jamie Peacock
Stayed here for 3 nights in April and it was brilliant. The hotel, food and staff are all amazing.
We will definitely be returning
John S
Starting with the pros.
Everything is clean and we'll maintained. The staff are great and friendly.
The pools were lovely and warm (August), clean, and again staff were fun and friendly on the Water Aerobatics sessions.
The hotel is clearly aimed at quiet family holidays and not the young ravers.
Food overall is great. Both the buffet and restaurants have great food all included.
Only the cocktails seem a little watered down, but they are generally free so have two!
We arrived and was told our premium pool side room was not available for the first night, so had to move the next day. We was only refund the cost of the room and not given no compensation for the inconvenience of moving rooms.
The typical pool towl brigade is full force from 7am, so either get up early, pay extra for a poolside room, or lump being at the back.
Smoking is allowed at any outside area. Restaurants, pool, balconies, etc... So either a pro or a con depending if you are a smoker or not. We are not.
Overall a great holiday destination for a family of children under 13 years old.
Cannot complain much as only a few minor negatives, with a ton of positives.