Giedre Sofka
I would like to share my experience following a recent stay at your hotel.
Overall, the hotel itself is pleasant, located in a very quiet area, which is ideal for guests seeking peace and quiet. Its proximity to Palma (approximately 20 minutes away) is also convenient.
However, I encountered a serious issue regarding a personal belonging. Upon my departure at 4:00 a.m., I unfortunately left behind a pair of gold earrings with diamonds in the bathroom. I fully acknowledge that this was my mistake. Nevertheless, considering the hotel’s five-star standard, I trusted that any forgotten personal items would be properly handled and returned if found.
After my early flight, I contacted the hotel at around 10:30 a.m. to inform the staff about the earrings. I was promptly told that nothing had been found. A few days later, I left a one-star review regarding this matter. Interestingly, about an hour after posting the review, I was informed that one of the earrings had suddenly been found and that it would be sent back to me.
I responded accordingly and waited, but unfortunately, no further action was taken and communication ceased once again.
This experience raises serious concerns about the level of service and reliability expected from a five-star hotel. When guests feel uncertain about the safety of their personal belongings, it is not a minor issue. I believe it is important to make other travelers aware of this situation.
Sara Petrullo
When a place with such high potential fails to meet expectations, the disappointment is twofold. It is a wonderful location where the standard simply does not reflect its 5-star rating. I frequent many hotels of this level for work, and I have never encountered such poor service.
Although the room was spacious, it suffered from significant shortcomings. The vanity kit was non-existent, except for some excellent soap and shower products; however, 'Le Labo' amenities mean very little if you do not offer guests basics like a shower cap or a travel toothbrush. The hairdryer was not professional-grade, which is a standard requirement in 5-star establishments. Furthermore, turndown service (morning and afternoon cleaning) is mandatory in hotels of this category, yet the second cleaning was never performed.
Communication was also an issue: they do not reply to emails (I sent four), and I had to call six times before finally getting an answer.
We were told that still water is complimentary only on the first day as a welcome gesture—which is quite embarrassing—and subsequently, the minibar was not properly restocked. When we requested two bottles of water late in the evening, we were told we could have them only by paying for room service. This was a failure on the hotel's part, so why should I face a surcharge for a basic necessity? Fortunately, after speaking with the kind Ghazi, the charge was waived, and we were offered some local delicacies as a courtesy. While this was a kind and thoughtful gesture, it is unacceptable for a 5-star property to be so unprepared for such situations.
The bed was not made correctly in the morning, and the overall cleanliness was not up to par.
The breakfast was adequate but fell below minimum standards. As for the restaurant (the non-starred one), the menu offered very little choice and the waiting times were long.
Dylan Deltombe
Great location, but the service was disappointing.
The setting of the hotel is truly exceptional and hard to fault, but unfortunately the service did not match a 5-star standard. During breakfast, I was repeatedly ignored by the staff. After waiting for about 50 minutes, no order had been taken despite several attempts to get their attention. I even had to insist multiple times just to get a cappuccino.
For a hotel of this category, this level of service is simply not acceptable and does not reflect what you would expect from a true 5-star establishment.
Clemens T.
Great location and very attentive, helpful staff. Unfortunately, I still cannot recommend this hotel. There was no toilet brush in the room, and when we asked at reception, we were told that there should be none. Regardless of how nice the room looks, it’s hard to feel comfortable or sleep well when the toilet isn’t properly clean.
Анастасия Ф
We really enjoyed our stay at the hotel. The grounds are large, green, and full of fruit trees. You can play tennis, enjoy two different pools, go for a bicycle ride, or relax in the spa. We tried a massage the experience was wonderful, and I especially want to highlight the great work of the masseuses!
Breakfasts were good, with a wide variety of dishes. In the evenings, there was live music at the hotel, which made dinners very enjoyable.
We stayed in a suite, and the room was beautiful: high ceilings, a bathtub, and very spacious overall.
Our holiday was excellent, except for one unfortunate issue. During check-out we accidentally left a bottle of champagne in the fridge. We returned to reception about 40 minutes later hoping to retrieve it, but it was not returned. The reception staff tried to look for it, but all we got were explanations that someone might have moved it somewhere and it was lost.
We have traveled a lot, and sometimes things do get forgotten. Usually, hospitality staff return them, sometimes even days later. It wasn’t about the value (it was “just” a bottle of champagne), but it made us think: what if it had been something more expensive or important?
This incident really spoiled the mood and overall impression of our stay, and we left feeling very disappointed.
(leaving this review so that future guests of this hotel are more attentive with their belongings, and so that the hotel management pays closer attention to the work of their staff)
