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.
C
Great stay!
Just got back from a 5 day stay with a friend. This hotel exceeded our initial expectations, we really enjoyed it!
Fantastic food and drinks offer, there’s something for everyone.
Very clean in the majority of areas.
Most of the staff were great.
Check in could have been quicker, took around 15 mins and we weren’t informed of the app - definitely download the app for menus etc - so handy.
The pool was a lovely layout/ area, just a surprising amount of children with the usual screaming, splashing, running around etc. but otherwise peaceful with chilled music throughout the day.
Basic but very clean and bright room, nice fresh bathroom with decent shower.
Wifi was fantastic throughout, very strong signal.
Reception really helpful with ordering taxis.
Little entertainment, although there was a violin lady playing contemporary music one night which was fantastic to listen to.
Will definitely return to another hotel in the Palladium group.
IBIZA CUSTOMIZE
The hotel is great!
Perfect location at the beach and close to entertainment and nightlife but quiet surrounded by beautiful nature.
The food is very good for an all inclusive , big variety and a lot of healthy options.
The same rooms are spacious.
Staff super friendly,..special thanks to the guest service,…they completed our holidays.
We will be back!
Natasha Jones
R.E. Division Manager's response: He may claim that they take theft and such matters seriously until his heart's content, but it does not take a detective to identify the member of staff who twice stole from our room. We provided the hotel with all the information they would need to hold somebody accountable. They could have found out who was responsible almost instantaneously, so for the manager to allege that they are 'actively working to address' this is a blatant lie. We stayed in September. On departure the hotel manager assured us she would be in touch. 5 months on, still no correspondence.
The resort is overpriced, tired, and this was the first time I have experienced theft from my hotel room.
On the second morning, my friend woke me up looking for her AirPods, so I said 'don't worry if you can't find them; you can borrow mine for the time being,' only to deduce very quickly that mine had also mysteriously vanished.
My friend managed to locate the last location of the AirPods via the 'Find My' app. They had been connected outside of the hotel at 21:30 the night before, when we were out in Eivissa. This was a solid lead because the hotel only had to check the CCTV to find the culprit. Surprise surprise, the cameras were not recording at that time.
On the second day, after having reported the theft of the headphones, we were stolen from again. This time it was a gold necklace and my Apple pencil which sits on top of my iPad. We looked everywhere for these things, for over an hour. I was incandescent and I reported it again. The hotel encouraged me to go to the police, but I've lived in Spain and dealt with the Spanish police several times before; frankly I saw no value in it. The hotel offered to move us to the other hotel but at that point we felt unsafe wherever we were.
Here's the thing, on the third morning, after having reported the second bout of thefts, we were awoken around 8:30am to a knock, followed by the door opening, and a loud clattering sound. After that, I got up to check it out, and there, on the wooden floor by the door, was my Apple pencil, which had blatantly just been thrown inside by the thief, who was nowhere to be seen. We were so scared, and we knew it was an inside job: somebody who worked alone within the hotel and had key card access was responsible. It was curious how after this, for the rest of our 2-week long stay, the room service boy never returned to restock our fridge.
The hotel maintained that they were carrying out an investigation, but in my opinion it was half-hearted and not in the slightest bit thorough. A classic example of burying their heads in the sand. We had TWO solid leads: the AirPod connection out the front of the hotel, and failing that, whoever had used their key card to access the room at 8:30am that Saturday morning. But no, nothing. No accountability, no action, total disregard.
The hotel won't accept responsibility for theft of items stored outside the safe, but how were we supposed to put everything of value inside the small safe? My big over-ear headphones were nabbed, but what about our designer clothes/shoes, technology, makeup etc, all of which we couldn't feasibly lock away in the safe JUST IN CASE the little crook took a fancy to it.
I would also point out that due to the seasonal nature of the resort, many of the staff are temporary workers. In other words, there's no way of the hotel vetting their personalities. Other reviews cite theft as well, you've only to look for yourself.
Moreover, on the first night, I was hit on by one of the chefs who made me feel very uneasy. I let it slide, until the following week when he made explicit comments to my friend which were ENTIRELY inappropriate and I made a complaint to the restaurant manager.
Am I selling this luxury 5* resort to you? Thought not!
We left so disappointed that our £10,000 Ibiza 2-weeker turned out this way. Not to mention the air craft nuisance. The hotel leaves a lot to be desired and it doesn't come to close to justifying the price point. Stay somewhere else, is my advice.
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.
My Booking
